AccountId: 011433970860
ContactId: 6360208a-fc46-4397-af84-59c186696188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277880 ms
Total Talk Time (AGENT): 83449 ms
Total Talk Time (CUSTOMER): 100734 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/6360208a-fc46-4397-af84-59c186696188_20250527T13:10_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] Yes, ma'am. I wanted to see if I can get a, uh find a provider in my area.
[AGENT][NEUTRAL] OK. And what policy is this for?
[CUSTOMER][NEUTRAL] It's not lendisa for it's um dental and it's uh we just got no no so it's APL or Carrington.
[AGENT][NEUTRAL] OK, so for Carrington.
[AGENT][NEUTRAL] Um, there should be a number.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Your ID card.
[CUSTOMER][NEUTRAL] Well, it, it says American Plus Life on behind it. All claims should be submitted to.
[CUSTOMER][NEUTRAL] It has both names on the cartoon.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, so on the APL side we don't have, you can go to anybody.
[AGENT][NEUTRAL] But if you want to get a discount, you'll have to go to [PII] to find out who their providers are in your area. And honestly, it's probably faster to go to their website and pull it up.
[CUSTOMER][NEGATIVE] And then nothing comes up. I've already logged into the website, they just switched us to this insurance. I already logged to the website and there's nothing on there. Nothing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me call the number, let me see if this number is the one that I called.
[CUSTOMER][NEUTRAL] Yeah, this is the number on the card, so it's [PII]. You said you can't give me no information?
[AGENT][NEUTRAL] I don't have any provider information that goes through Carrington.
[CUSTOMER][NEUTRAL] OK, what is [PII]'s number because it's not, it's not on here.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Just a moment, let me look.
[AGENT][NEUTRAL] And who am I speaking to?
[CUSTOMER][NEUTRAL] [PII]. I'm a dependent on the insurance.
[AGENT][NEUTRAL] OK. And what's the policy number on that card?
[CUSTOMER][NEUTRAL] Policy number is 02623544.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] And who has the policy?
[CUSTOMER][NEUTRAL] Under Porto Soo or the company?
[AGENT][NEUTRAL] the employee.
[CUSTOMER][NEUTRAL] Um, the employee is the SST.
[CUSTOMER][NEUTRAL] The pere skill traits.
[AGENT][NEUTRAL] No, the employee that's the employer.
[CUSTOMER][NEUTRAL] Oh, I told you the first name. I said [PII].
[AGENT][NEUTRAL] OK, and it looks like this is employee only coverage. There are no dependents listed on this policy.
[CUSTOMER][NEUTRAL] No, we put all the details, we, I called person and we put all the dependents on there, all of them.
[CUSTOMER][NEUTRAL] We enrolled on all of them to Titano.
[CUSTOMER][NEUTRAL] Do I check it familia solo.
[CUSTOMER][NEUTRAL] A handshake it shows up family, dental, vision, and everything.
[CUSTOMER][NEUTRAL] So is a 9 and then uh namasa's 2.
[AGENT][NEUTRAL] OK, is there a good number that I can call you back? I'm gonna have to do a little research and see what we have going on.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The I
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. I will give you a call back as soon as I can find out because right now we're just showing individual coverage.
[CUSTOMER][NEUTRAL] Yes, it's uh family dental on his paycheck, so something's going on. OK, can we expect a call back today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][POSITIVE] OK, thank, thank you.
[AGENT][POSITIVE] Yeah. You're welcome. Bye.
[CUSTOMER][NEUTRAL] Oh.