AccountId: 011433970860
ContactId: 6bda4b6c-9407-4aae-86b2-cd802f464b30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454100 ms
Total Talk Time (AGENT): 178066 ms
Total Talk Time (CUSTOMER): 128811 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6bda4b6c-9407-4aae-86b2-cd802f464b30_20250430T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. And um I just got in the mail my cards for my dental and for my vision, but what about for my medical?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] It was supposed to, like when I go.
[CUSTOMER][NEUTRAL] Doctors and
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] on mammograms and colonoscopies and
[AGENT][NEUTRAL] Um, sure. Can I have the policy number for the dental?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the policy is 026.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 16233
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] And just to verify if um if the information we have is correct, can you tell me the date of birth and address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. The address is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, did you say? [PII].
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] And I do see here Ms. [PII], um, did you receive a hospital indemnity card?
[CUSTOMER][NEUTRAL] Mm, the only other thing I got was a member from No NOOR staffing group. It has a group number 90 degree benefits.
[CUSTOMER][NEUTRAL] Would that be it or no?
[AGENT][NEUTRAL] Um, well, OK, I see what it is here. Um, APL only handles which is, um,
[AGENT][NEUTRAL] your hospital indemnity policy, your dental, and um the life policy. I do see here that the hospital indemnity one is um still in process. So it is on stage 2. It should change about in 1 or 2 days and after that and the um policy ID will be created and it will be mailed to you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's for the hospital indemnity. Mhm. As for the major medical, um, we do not handle that part, so that will be with another provider. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Who do I handle that? Who do I call for that?
[AGENT][NEUTRAL] Uh, um, I do see here is a staffing that will be, um, in the HR department if there's anyone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] Can you tell me if, if
[CUSTOMER][NEUTRAL] Can you tell me if my dental, dentist office accepts this? Would you be able to tell me that?
[AGENT][NEUTRAL] Um, unfortunately, I do not handle that part of the information, but for certain transfer you to the dental department and they can, um, see what, um.
[AGENT][NEUTRAL] Providers are within network. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, good, good. All right, yeah. So I, I should be receiving that other, that like, the other card for like hospitalization or like if I had to go for my mammogram, I use that card.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, you should be receiving that probably um in a week or so. Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK. OK, good. Great.
[AGENT][NEUTRAL] All right. I can go ahead and place you on a brief hold and transfer you to the um dental department if you'd like me to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome. And if there's anything else, um, I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's the dental department.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I apologize for the wait, Ms. [PII]. I, it seems like all of our agents are in a call right now. Would you like me to sit here your place on the queue?
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then they'll call me back?
[AGENT][NEUTRAL] Um, yes, um, I can take the callback information and place a ticket for them to call you back, or, um, I can just leave you on the line in the next available spot will be right with you.
[CUSTOMER][NEUTRAL] Yeah, that'll be fine. You could just leave me on the line. That's fine.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. So this is [PII] in customer service. I have an insured on the line with [PII] with policy number.
[AGENT][NEUTRAL] 261-623-3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's calling to see um a providers and network with her policy is that something that you can help her with?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I can give her instructions. Yes, it's [PII], and did you verify any information with Ms. [PII]?
[AGENT][NEUTRAL] Uh yes, I did.
[CUSTOMER][NEUTRAL] OK. And did you get a callback number just in case?
[AGENT][NEUTRAL] Um, the same one she's calling from.
[AGENT][NEUTRAL] And the one ending in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK. [PII]. OK. Thank you. I'm ready for her.
[AGENT][POSITIVE] Thank you. Have a good one.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye-bye.
[AGENT][POSITIVE] Thanks
[CUSTOMER][POSITIVE] You're welcome, you're welcome.