AccountId: 011433970860
ContactId: 514ba936-02bb-4438-bafc-5ce4b19612b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1104140 ms
Total Talk Time (AGENT): 601119 ms
Total Talk Time (CUSTOMER): 353448 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/514ba936-02bb-4438-bafc-5ce4b19612b5_20250625T12:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to try to find out uh the benefits, and I wanted to give you a zip code to see if you had a pro a dental provider and um a certain zip code.
[AGENT][NEUTRAL] OK, so you have a policy with APL and you're trying to locate a network provider, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Yes ma'am, I can try and help you with this, and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII]. It's for my um husband, [PII].
[AGENT][NEUTRAL] And [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] 02634916.
[AGENT][NEUTRAL] OK [PII], thank you. Give me a moment to get the policy information pulled up. Once I do, I will have to verify several things with you first for security, so just a moment please.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] OK, so Miss [PII] first off.
[AGENT][NEUTRAL] And you said the policy number is 2631916. Was that correct?
[CUSTOMER][NEUTRAL] No, 02634916.
[AGENT][NEUTRAL] 4916. OK, thank you. One moment.
[CUSTOMER][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEGATIVE] I just misheard you.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the subscriber's name and date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, his first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And bear with me just a moment please, [PII]. I've got one of my screens that's hung up, so just one moment please. I'm so sorry.
[CUSTOMER][POSITIVE] No worries, no worries. That's fine.
[AGENT][NEUTRAL] OK, so first off, I will need to verify several things with you as I stated for security, so you verify the date of birth. What is the home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And did you happen to know the email address for him?
[CUSTOMER][NEUTRAL] Uh, yeah, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Now, I'll be very limited, um, [PII], as to what I can tell you because you're not covered on this policy.
[CUSTOMER][NEUTRAL] That's fine if, and if I have to get him on the, uh, that's fine and I can get him on the phone if I need to.
[CUSTOMER][NEUTRAL] Um, I, he just doesn't under, he just got the, we just got the card in the mail. He doesn't, I'm, I'm a nurse, so he doesn't understand benefits, but he needs to go to a dentist. So I was trying to see who's covered, the easiest way to do that because I've never seen this APL policy. You know, you see the on Delta did all that. So instead of trying to just book an appointment and get there and they don't take this insurance, it's easier to call to see who's in your network.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely. So what you, if you can get him on the line just so that he can give me verbal authorization for this one phone call to speak to you, I can.
[CUSTOMER][NEUTRAL] OK, yeah. Hold on just a second. Let me get him. Hold on, let me get hold on. Yeah, no worries, hold on. You're welcome.
[AGENT][POSITIVE] OK. Thank, thank, thank you very much.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes, ma'am. I'm still here. Hello?
[CUSTOMER][NEUTRAL] Hello? OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, good morning, Mr. [PII]. This is [PII] with APL. How are you doing this morning?
[CUSTOMER][POSITIVE] How you doing? Good morning.
[CUSTOMER][POSITIVE] Going well.
[AGENT][NEUTRAL] Good. So [PII] was calling trying to locate a network provider or go about finding out who, how to, who to contact to get network provider information in your area. So I was explaining to her that due to security in the HIPAA laws, because she's not covered under the policy, I would have to receive your authorization for this one phone call to speak to her regarding that. So did you give me that verbal authorization for this phone call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK, and then I'm also going to email you, Mr. [PII].
[AGENT][NEUTRAL] Um, the user guide for setting up your profile in our portal called the online service center, that information was mentioned or should have been mentioned on the information you all received with your ID cards, and that will just give you access also to your ID cards online, your policy information with your benefits, and then also um any claims that we received you would be able to see those claims in your portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that email that I will send to you in just a few minutes, it will be coming from [PII].
[AGENT][POSITIVE] And I will put [PII] in the subject line for you so that that's easy to recognize.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So thank you for getting on the line and speaking with me to authorize me to speak to her today.
[CUSTOMER][POSITIVE] OK, have a good day.
[AGENT][POSITIVE] All right. Yes, sir. I hope you have a nice day also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright this is
[AGENT][NEUTRAL] OK, [PII]. All right. So, on this plan that
[CUSTOMER][NEUTRAL] Sounds like he he in a truck.
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Well, I'm just glad that you were able to reach him. And if you said you, I understood you to say that you're a nurse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he'll he'll answer. I don't call it. Look, yeah, I don't call, I don't call during his work out unless it's something emergency, so he will answer the phone.
[AGENT][NEUTRAL] I understand. I'm the same way with my grown children.
[CUSTOMER][NEUTRAL] Cause he don't call me unless it's emergency, yeah.
[AGENT][NEUTRAL] All right. I, I did the same thing with my grown children. If I call them during business hours, they always answer because they know it's not just a, hey, how are you? What's going on today? Yeah, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So on this policy, um, on his ID card, and this was received in the mail, is that correct from APL?
[CUSTOMER][POSITIVE] Absolutely, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, he did receive it in the, yes, it did come in the mail.
[AGENT][NEUTRAL] OK. So on there, I have, you may have heard me, um, explaining to him. I sent him an email just so he can, or you all, if he chooses to let you set it up, you know, whatever. That's fine.
[CUSTOMER][NEUTRAL] Yeah, he'll forward it to me. I'm sure, yeah.
[AGENT][NEUTRAL] To set it up and it will also need to be set up with his information, OK? So that was verified.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But on the ID card it should give another phone number for Carrington because Carrington is all is the PPO network that this plan is affiliated with now he's not required to use the network provider.
[AGENT][NEUTRAL] But this plan does participate with the caring, yes, so.
[CUSTOMER][POSITIVE] But I would like for him to use a network provider. I know it's, it's just so much easier. I do see Carrain on the, the, the top right, um, and then under that is the payer ID so I do see Charaton on here, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and their phone number that should be on your card is an [PII].
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] I don't see that, but, um, I do not. Um.
[AGENT][NEUTRAL] All right, let me, let me pull up the ID card so that I can, unless they change the phone number, just let me look at his ID card for a second to see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] To kind of direct you a little better.
[CUSTOMER][NEUTRAL] Because it, I mean, it doesn't, it just says on the back of the, yeah, on the back of the card it just says all claims should be submitted to and that's American Public Life, and then it has the phone number, the [PII] and then the fax number, but then at the bottom it I go for a for benefit eligibility and claim inquiry called the [PII]. So, and that's the same number at the top as well too. So that's why I called this number.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, so under that number, that last number you just gave me, the [PII], there should be another sentence right after that that says to locate a participating provider, call [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] It does not.
[AGENT][NEGATIVE] I don't understand that. And then gives the [PII] website.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It gives it gives a website, but it doesn't give that information that you just spoke up about having a network provider. It skips all of that. It just has that Atlantic Public Life, [PII] and that's to the left and on the right of the card, it has the phone number, fax number and it right up on the fax number, the [PII] number. It has the.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh, right.
[CUSTOMER][NEUTRAL] [PII] and then right up under that it says the check claim status of your EOB explanation of benefits. It has the [PII] that's secured. [PII] and then that's it. And then it says possession of this card. Maybe the insured does not guarantee basically what I said and then it says for benefits eligibility, call this number, yeah, so it doesn't give that information that you spoke of.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I'm not.
[AGENT][NEUTRAL] OK, so what I've done is I am gonna request an ID card to be mailed that has this information on it that I just read to you because I'm not sure. Let me look at one other thing, why that card looks different than what is in our system as far as what was, should have been mailed from APL.
[AGENT][NEUTRAL] But when he sets up the portal or you set up the portal, you should see the ID card that I'm looking at, OK? just for your knowledge that has that other information on there so there's not actually a list now our website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you go to [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] That's our main web page.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when the when the page pulls up, if you will just scroll down, um, let's see, I wanna make sure I'm telling you correctly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Let me refresh something. My goodness. I'm so sorry that this is taking this long.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I was trying to get it done before I got to my office cause he asked me to do it yesterday and I, I, I get so busy with patients. So I said let me do it as I I'm traveling to work.
[AGENT][NEUTRAL] Oh no, I'm
[AGENT][NEUTRAL] Well, of course.
[AGENT][NEUTRAL] Yes, I understand. OK. So on our main website, when that page pulls up, don't click on any of the tabs. You would just scroll down the web page.
[AGENT][NEUTRAL] And closer to the bottom there is a magnifying glass and it says find a provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you click on that, then it says provider resources and it shows in on, there's a lady eating an apple and an orange, it has, it's an orange box. It says individuals with Carrington Dental Plans. And if you have a Carrington dental plan, use the tool below to find a dental provider in your network. So it says search dental providers and you can click there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And then it just walks you through the steps of like asking you the type of provider, narrowing your search, and it gives you different options city, zip code, state, and then a mile radius and you can search that way. You can also call [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is for [PII].
[CUSTOMER][NEUTRAL] OK, so you're not able to give me any of the information that the numbers listed on the card is incorrect.
[AGENT][NEUTRAL] Well, it's not that the number, you're just.
[CUSTOMER][NEGATIVE] I would have to call them and then try to get him back on the phone again. I just wait.
[AGENT][NEUTRAL] Well, I don't know if they would require you to, I can, um, you're looking for just a general dentist?
[CUSTOMER][NEUTRAL] Well, I was looking for a dentist in a [PII] area code. It's like a [PII] City [PII], but if the website will give me that general information, then I'll just, uh, do that and then I'm, I'm about to text him and tell him to forward me that email so I can see what kind of benefits this this caring can pay if it's a waiting period on there for, you know, scheduled to, you know, procedures or whatnot so I can see where, what it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, yes, on the, on the plan that there's not any waiting periods because this policy only covers basic and preventative services. So I can just write quick, I mean, if you, is it, and [PII] is one word? Is that correct?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] City. Yeah, [PII] City. So it's only basic and preventative, so no major. Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Correct. And the state is [PII].
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what was the zip code one more time?
[CUSTOMER][NEUTRAL] [PII] the [PII] City of [PII].
[AGENT][NEUTRAL] OK, so then the next option is to display closest within 100 miles. That's, you can't change that. And you get the option of 10 providers, 25 providers, 50 or 100.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh no, just 10.
[AGENT][NEUTRAL] So I'm gonna say which one do you want to go with? All right, so let's see.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] 30213. OK. So it doesn't, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, there's gonna be page 1 of 2, OK.
[AGENT][NEUTRAL] Now, again, I
[CUSTOMER][POSITIVE] Oh, that's OK. So it isn't, I, I'll go, I'll, I'll go and do that. I mean, if it's that easy, I can, I, I can get my sister to do that if, if it's that easy, that's no problem. Now you, you gave me a book of the change. It's not gonna cover any major.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so again, you just pull up the.
[AGENT][NEUTRAL] Right. And then too, I just want you to know that when you pull up that and get into the search, enter that criteria, at the top, it does state group support number and it gives you that same [PII] number that I gave you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII] number? OK. OK, perfect. And it is the, the website is [PII] right? That is the website, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] The [PII], huh?
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] [PII]. OK, perfect. You've been great. Thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Uh, well, you are certainly very welcome. So is there anything else that I can help you with at the moment, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. That is all.
[AGENT][POSITIVE] OK, well thank you so much for calling APL again. It was my pleasure in speaking to you and I hope that you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye bye bye.