AccountId: 011433970860
ContactId: 5081919e-5f3e-4113-9ae6-1ed235e15e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 710460 ms
Total Talk Time (AGENT): 231287 ms
Total Talk Time (CUSTOMER): 138105 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5081919e-5f3e-4113-9ae6-1ed235e15e13_20250221T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and um I'm waiting for my dental benefits to be reinstated after coming back to the company I previously worked for, Oxford Global Resources, and I'm trying to find out, um,
[CUSTOMER][NEUTRAL] Which plan it is of, uh, there's in my area, it shows that some of them are on a, they take 500 series and some of them take dental access, but there's quite a few that only take one of those. There's only like a handful that take both.
[CUSTOMER][NEUTRAL] I was wondering which one I will be on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was told that the PTOs are gone, but I don't know which one that is. I don't know which one is the PTO.
[AGENT][NEUTRAL] OK, um, I can take a look at your policy and I'm sorry, I paused when I heard the beep, um, but my name is [PII], and this is American Public Life, um, and then did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And um do you happen to have your old policy number or anything I can, I can also search it with your social?
[CUSTOMER][NEUTRAL] OK, I'll give you my social. It's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, I just found it. It's coming up now. Hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah, it's um [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And you said you're wanting to know what were the two options, 5000 series and then the other was
[CUSTOMER][NEUTRAL] It was uh 500 series or dental access. Those were the two Carrington plans that uh I was seeing some of the dentists locally only accept one of those, most of them only accept one of those, only like 2 or 3 except both plans.
[AGENT][NEUTRAL] 500.
[AGENT][NEUTRAL] 500 seats and excess. OK, and [PII], do you mind if I place you on just a brief hold while I search the policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know what she's talking about. I've seen it before, but the thing is.
[AGENT][NEUTRAL] Uh but it was all like, like the broker stuff like the group stuff, not their individual stuff, but.
[AGENT][NEUTRAL] I have seen it before.
[AGENT][NEUTRAL] Uh, how are we gonna do that.
[AGENT][NEUTRAL] It would have to be somewhere in the beginning.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't wanna spend too much time on books.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So those two product types or policy types, we don't really have on our end. Um, the best thing to do is whatever provider you're wanting to go to or thinking about going to, just give them our, well, I will wait until the policy is active, but if they're wanting to know, you know, based off previous coverage, if it's going to be the same policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Then I would just have them give us a call and verify the benefits and get a copy of the fax back, which is all of your coverage, faxed over to them, because just because it's not.
[AGENT][NEUTRAL] It's not one of the two that they mentioned, doesn't mean that it's not um accepted or covered because even for your policy, whether you, whether they are Carrington provider or not, your benefits are still the same, so you can go anywhere.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I would just give them like your policy number with us, and I can give them your old policy number, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you, are the benefits, is it gonna be the same policy here? It's just being reinstated?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Well, then, um, yeah, I can give you this policy number and then if they wanted to give us a call just to see what the coverage is, um, we'll definitely be more than happy to assist.
[CUSTOMER][NEUTRAL] But they can't find that out until it is officially reinstated, right?
[AGENT][NEUTRAL] Well, if it's gonna be the same policy, then the policy meaning the same benefits, then the benefits would be the same as they were. We're just reinstating this current policy here that termed in November. So, the benefits aren't going to change if that's the only information that they're needing, they would just have to wait, they can't use the services until it's effective again.
[CUSTOMER][NEUTRAL] Right, I just
[CUSTOMER][NEUTRAL] Usually, you know, there's in-network and out of network and I just wanna make sure I'm going to an in-network provider for my plan because I don't wanna get that paying more for going to someone who's not in the network.
[AGENT][NEUTRAL] Right, but like I advised, so your policy doesn't work like that. You don't have to worry about in-network or out of network for your policy. Your policy is on the Carrington PPO network. Yes, so if the, so that just means if the provider is a Carrington provider, there's like an additional percentage that you get off of the balance. If they're not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A Carrington provider, you won't get that percentage off, but your benefits are still the same, it doesn't, no matter where you go, your benefits are the same, there's no like in or out of network.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Um, OK, well, thank you. I appreciate the information.
[AGENT][POSITIVE] You're very welcome. Did you need your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, I can go ahead and get that to me.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] So it's 235.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 673 2.
[CUSTOMER][NEUTRAL] Can you repeat that one more time?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 235.
[AGENT][NEUTRAL] Sorry, hold on one moment. 673 2.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.