AccountId: 011433970860
ContactId: 745fca53-ef42-4c8d-aa67-f37411598f0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479549 ms
Total Talk Time (AGENT): 235365 ms
Total Talk Time (CUSTOMER): 138511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/745fca53-ef42-4c8d-aa67-f37411598f0e_20250307T19:59_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] Uh yes ma'am. I was calling because I was trying to uh sign in to my uh APL account so that I could see my uh my ELBs and things of that stuff, and but it won't allow me to uh.
[CUSTOMER][NEUTRAL] Create an account.
[AGENT][POSITIVE] All right. Well, I can certainly help you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] I don't, I don't know where that, where that would be.
[AGENT][NEUTRAL] Do you have your APL ID card?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] At the bottom of the card, do you see an inpatient and outpatient benefit cert number, or maybe a policy certificate number?
[AGENT][NEUTRAL] On the card?
[CUSTOMER][NEUTRAL] Oh yeah, yeah, OK, I see, I see.
[CUSTOMER][NEUTRAL] 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 865
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 86
[AGENT][NEUTRAL] All right, thank you. And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your current mailing address, please, sir?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that in [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then if you don't mind, Mr. [PII], can you verify your email address?
[CUSTOMER][NEUTRAL] Um, it, it'll be my first and last name, [PII].
[AGENT][POSITIVE] Perfect, thank you. And then finally, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you, Mr. [PII].
[AGENT][NEUTRAL] OK, so did you go to [PII]?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. The, uh, the website that shows on the paper that they gave me with the cards.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you went in uh as new user?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And did it ask you some questions. Did you choose that you are an individual with an APL policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see. Hang on just a second.
[CUSTOMER][NEUTRAL] Mm hm.
[AGENT][NEUTRAL] I'm gonna see if it'll let me create it and your last name [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And did you put your member ID number or your social?
[CUSTOMER][NEUTRAL] I put my social
[AGENT][NEUTRAL] Well, let's verify your social. What is that number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's what we have on file.
[AGENT][NEUTRAL] And what is your zip code? Let's verify that also.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you doing it on your phone or laptop or?
[CUSTOMER][NEUTRAL] It's, I'm on my phone.
[AGENT][NEUTRAL] Uh, that may be the issue.
[AGENT][NEUTRAL] Let me just check. And your date of birth, you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm just checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's probably because on your phone because it did allow me to go to the next page to create your account. Do you have a laptop or desktop that you can create that account on?
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] Uh, I'd be good.
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[AGENT][POSITIVE] OK, I would definitely try it on that. Do you have that available now?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I don't mind waiting if you want to try it on your laptop or desktop.
[CUSTOMER][NEUTRAL] Uh, I'll just, I'll just do it and if it doesn't work I'll call back, ma'am.
[AGENT][POSITIVE] Please do, and we can assist you further, OK?
[CUSTOMER][NEUTRAL] After what is your number?
[CUSTOMER][NEUTRAL] Uh, could you, is it possible you could tell me my, uh, member responsibility for, uh, a dental visit?
[AGENT][NEUTRAL] What is that? Um, do you have any idea what the procedure code is going to be or is it just for cleanings or?
[CUSTOMER][NEUTRAL] Uh, I'm, I'm really just going to get a consultation to, to, uh, it's a first visit.
[AGENT][NEUTRAL] OK, so it depends on the code that they use. If they use for your periodic oral evaluation, that would be under your preventative services and we would cover that at 100%.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So it just depends on the code that they.
[AGENT][NEUTRAL] Um, send into us for that claim.
[CUSTOMER][NEUTRAL] Could you say that again? If it, if it was used as what?
[AGENT][NEUTRAL] It depends on the code. If it is for like a periodic oral evaluation that is considered under preventive services and we pay that at 100% of the um.
[AGENT][NEUTRAL] Usual rate.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] If he, if he's doing the mouth, tell me doing the mouth pain.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm going for for now.
[AGENT][NEUTRAL] Mouth pain?
[CUSTOMER][NEUTRAL] That's not gonna be that's gonna be diagnostic.
[AGENT][NEUTRAL] Yeah, so that is probably going to be a trouble, uh, or evaluation, a problem focused. Now that is gonna be under basic and we pay 80%.
[CUSTOMER][POSITIVE] OK, so you'll pay 20%. That's not bad. OK, cool.
[AGENT][NEUTRAL] And then um I will let you know that major services are not covered, that's like oral surgery or root canals or crowns or bridges.
[CUSTOMER][NEGATIVE] They're not covered? It's not covered at all?
[AGENT][NEGATIVE] They're not covered. Now, this is a limited dental benefit plan.
[CUSTOMER][POSITIVE] OK, but at least it's paying for you to go. We'll see where we go from there. OK. All right, ma'am. Thank you.
[AGENT][NEUTRAL] Yeah, and just be sure to show him your APL ID card. You said you have that available, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, be sure to give them your card and then what they'll probably do is call us and get what's called a breakdown so they'll have the procedures that are covered and at what percentage for you, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And I hope you get to feeling better if you've got that mouth pain. There's nothing worse.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] Yeah, and um then at a later time when you have time to create that login and password if you wanna view your policy benefits, just click on the policy number.
[AGENT][NEUTRAL] So when you log in you see your policy number and click on that number, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And I hope you get to feeling better and call us if we can be of further assistance, OK?
[CUSTOMER][POSITIVE] All right. Yes, thank you.
[AGENT][POSITIVE] And thank you, Mr. [PII]. You have a wonderful day. Hope you get to feeling better.