AccountId: 011433970860
ContactId: 560e3d05-a519-44c8-8731-f16e4d9a00fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584159 ms
Total Talk Time (AGENT): 250848 ms
Total Talk Time (CUSTOMER): 124269 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/560e3d05-a519-44c8-8731-f16e4d9a00fe_20250128T19:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I never received ID card for the insurance for me and my family.
[AGENT][NEUTRAL] Well, Miss [PII], I can certainly help you with that. Let me get your policy pulled up. I can look it up by your social. Would that be OK?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] How that
[CUSTOMER][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your current mailing address?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you and this is in your husband's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I'm just getting everything pulled up. Bear with me just a quick second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] And what is his email address? Do you know what that email address is?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That's not the email address we have on file. Could it be under your email?
[CUSTOMER][NEUTRAL] Oh, so you probably have
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] That's what we have on file.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And what I can do is I can actually email you a copy. Now this is a dental policy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I can email you a copy of the card. It will have our portal address on the email and so you can actually create a login and password on our portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you need to print additional cards or if you need to view what's covered on the policy, now to create that account, you will need to use your husband's information since he's the policyholder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] And just getting this email together for you.
[AGENT][NEUTRAL] And I'm sorry you didn't receive those by mail. Now I can also request that they.
[AGENT][NEUTRAL] Send a copy by mail as well if you would prefer.
[CUSTOMER][POSITIVE] Yeah, that would be great as well.
[AGENT][POSITIVE] All right, working on that request as well.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][POSITIVE] I'm just gonna get you all taken care of.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] It has just taken me a minute to get that taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that request to mail has come through.
[AGENT][NEUTRAL] Trying to get this email to come across.
[AGENT][NEUTRAL] I do apologize, it's taking me a minute and I'm gonna send it to your email address. That's the one we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll put the policy number in the subject line as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And what is a good
[AGENT][NEUTRAL] Phone number for y'all. I don't have a phone number on file.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. That has been sent to you.
[AGENT][POSITIVE] So you should be getting that shortly.
[AGENT][NEUTRAL] Do you want to just wait and make sure that you receive it?
[CUSTOMER][POSITIVE] Perfect
[AGENT][POSITIVE] I do wanna make sure you have what you need.
[CUSTOMER][NEUTRAL] Um, yes,
[CUSTOMER][NEUTRAL] OK, let me check on it now.
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And nothing yet.
[AGENT][NEUTRAL] Sometimes it does take just a minute.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I guess while I have you as well while I'm waiting for that, what is the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number is, excuse me, 2558126.
[CUSTOMER][NEUTRAL] OK, and what is the group number?
[AGENT][NEUTRAL] The group number is 14774.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Can yeah.
[CUSTOMER][NEUTRAL] Nothing yet.
[CUSTOMER][NEUTRAL] I guess let me check the junk mail just in case.
[AGENT][NEUTRAL] Yeah. And it's [PII].
[AGENT][NEUTRAL] [PII], right? Just making sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Nothing yet.
[CUSTOMER][NEUTRAL] No, nothing there.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, now it came in.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was getting worried.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, perfect. OK, so I have the link.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And the cards there, perfect.
[CUSTOMER][POSITIVE] All righty. Um.
[CUSTOMER][POSITIVE] Oh, I see it there the phone numbers. OK, perfect. Alright, we're good to go.
[AGENT][NEUTRAL] And I, and I will tell you just so you know if they, if you're calling to make an appointment, they ask if it is a PPO network policy. It is not. You can go there's no network and you can go to any dental provider if they ask, this is a UCR policy, which means that we pay a percentage of the usual customary rate in that area, UCR, usual customary rate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[AGENT][POSITIVE] But give them our phone number and they can call us, we'll be happy to verify eligibility, meaning that your policy is in fact active, and we'll be happy to verify the benefits on your policy as well.
[AGENT][NEUTRAL] Now, that's one other thing with this policy, just so that you're aware, Ms. [PII], there is a 12 month waiting period for major procedures, so those will not be covered until [PII], and that's like root canals, oral surgery, um, crowns and bridges, that type of major services.
[CUSTOMER][NEUTRAL] Got it. Now, does this also um cover like a orthodontic appointment as well?
[AGENT][NEGATIVE] I don't believe ortho is covered on this policy, let me check. It is not. Orthodontics is not covered.
[CUSTOMER][NEUTRAL] It is not covered. OK, good to know on that.
[CUSTOMER][POSITIVE] Perfect. OK, well, I think we are good to go. Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] It has been such a pleasure to speak with you this morning this afternoon, Ms. [PII], and it was a pleasure to assist you with that card. If you need any further assistance, please don't hesitate to give us a call, and I hope you and your family have a lovely afternoon.
[CUSTOMER][POSITIVE] You as well. Thank you so much for your time.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.