AccountId: 011433970860
ContactId: 7accc9ba-ed41-4958-b26e-0d3157f5ae2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420570 ms
Total Talk Time (AGENT): 170717 ms
Total Talk Time (CUSTOMER): 134825 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/7accc9ba-ed41-4958-b26e-0d3157f5ae2e_20250417T12:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII], um, I'm calling. I signed up with APR recently and actually I have a couple of questions. One, I didn't receive a card yet, so I don't know if one was sent out, so I don't know like my.
[CUSTOMER][NEUTRAL] ID number or anything like that and then I have a question, do you guys cover dental stuff because I went to the dentist earlier this month and I had to pay them out of pocket.
[CUSTOMER][NEUTRAL] For the co-pay, so I wonder if that's also covered by the insurance.
[AGENT][NEUTRAL] OK. Well, I can definitely help you with your ID card and see if you have a dental policy with us. Um, [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have, I can either look the policy up with your full first and last name or your social.
[CUSTOMER][NEUTRAL] Uh name [PII]
[CUSTOMER][NEUTRAL] And last name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] ERT
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, just make, I just want to make sure I spell the first name correctly. [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Um, I can try to search it with the social. Nothing came up with the name.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Yeah, no policy is coming up with the social. Who's your employer?
[CUSTOMER][NEUTRAL] Uh, Broward Oaks, Nursing and rehab.
[AGENT][NEUTRAL] OK, let me look under the group. Hold on one second.
[AGENT][NEUTRAL] OK, so I'm going to um advise you to reach out to your HR department. This group is like there is no active employees with us anymore. So you may have insurance, it's not with APL though, but they'll be able to let you know what you elected and who it's with.
[CUSTOMER][NEUTRAL] I know it's APR because we just signed up.
[AGENT][NEUTRAL] OK, so either this is a new group and they haven't sent it over to us yet, but when I pull up the group, it's blank, like there's not one person here. So I'm, I'm directing you to your HR because our policies come through HR and HR sends it to us. So then we need to go back to the root and there's nothing here for the group yet, so.
[CUSTOMER][NEUTRAL] What do you think
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I would reach out to them. If it is APL, they'll let you know they just haven't sent it over to us yet to enroll everyone or they'll give you an update because under Broward Oaks nursing and rehabilitation, I went, I selected all, so whether they're terminated or active, it would have popped up and it's completely blank. It's a clear screen.
[CUSTOMER][NEUTRAL] OK, let me ask this then. Look on the west, maybe they put a little bit on the West Broward.
[CUSTOMER][NEUTRAL] We have in healthcare a Westborough acquisition one LLC.
[AGENT][NEUTRAL] OK, you said West Broward?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Rehabilitation and healthcare?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that group is no longer active with us. It's the whole group is no longer active with us.
[CUSTOMER][NEUTRAL] OK, so West Browood is not active.
[AGENT][NEUTRAL] And when we look under the Brower, I forgot the name, but the last one we
[CUSTOMER][NEUTRAL] And powered O, it's blank.
[AGENT][NEUTRAL] Yes, that one is, but it doesn't have any employees under it. So, so it may be new and they just haven't sent it over to us yet to enroll everybody. They're just getting all y'all elections together.
[CUSTOMER][NEUTRAL] OK, well, OK, here's my question. If you can answer this without that information, does do this AP policy, you know, would it cover like for dental? do you guys pay for co-pay for dental?
[AGENT][NEUTRAL] Do you know what type of policy you signed up for, like, was it Medin? Was it?
[AGENT][NEUTRAL] Was it a medical policy?
[CUSTOMER][NEUTRAL] Mm, you know what, I, that I don't remember.
[AGENT][NEUTRAL] We do
[AGENT][NEUTRAL] Because we do offer dental policies. I don't know if you signed up for one, but we do offer dental policies.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, well, let me ask just in case I, well, I have to go to HR to do that anyway too, right, because they just tell me APR. I don't remember them saying it specifically dental or medical or whatever. Uh, is it a combination? Do you do do you do combination policies? I mean, if you have a policy that both.
[AGENT][NEUTRAL] No, but you can sign up for like a medical policy and then a dental policy, but not like one that's together.
[CUSTOMER][NEUTRAL] OK, got you. Well, I only did one, so most likely it was medical then I would think because I don't remember them saying, you know, OK, you got the medical and also you got the dental.
[CUSTOMER][NEUTRAL] If my, OK, so if, oh, you can't do that through HR because maybe they don't offer that. They only offer medical. Can you buy a dental one with you and what would that cost be?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, all of our um policies, we only offer to the employers, like we don't offer to individuals themselves.
[CUSTOMER][NEUTRAL] Oh, OK, so you only go, you gotta go to an employee employer to get the policy for you, OK, got you.
[AGENT][NEUTRAL] To get the, yes, sir.
[CUSTOMER][NEUTRAL] OK, so let me follow up with HR about the.
[CUSTOMER][NEUTRAL] Policy. Alright, thanks.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh, that is it for now.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.