AccountId: 011433970860
ContactId: 7dfb1048-6a50-4984-9332-571fda4c28da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632359 ms
Total Talk Time (AGENT): 370307 ms
Total Talk Time (CUSTOMER): 194216 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7dfb1048-6a50-4984-9332-571fda4c28da_20250421T16:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], um,
[CUSTOMER][NEUTRAL] So this is my first time doing this, so I'm sorry, but um
[CUSTOMER][NEUTRAL] I, I was wondering if my
[CUSTOMER][NEUTRAL] my medical will cover, cover the coverage or my coverage will cover the payment if I make an appointment.
[CUSTOMER][NEUTRAL] For dental?
[AGENT][NEUTRAL] OK, so you're wanting to find out if you have dental coverage with APL?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], what's a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have an ID card with a policy number on it?
[CUSTOMER][NEUTRAL] Um, policy number I.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK. What is that number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is 02588591.
[AGENT][NEUTRAL] OK, thank you, so give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Mr. [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. I will have to verify several things also with you first for security. So first, what is your date of birth?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] Thank you. And your full home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think it's one.
[AGENT][NEUTRAL] And the phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, um, I, well, first off, while some additional information is loading for me, Mr. [PII], have you set up your profile yet in the APL online service center?
[AGENT][NEUTRAL] It talked about our portal on your ID cards that you received in the mail.
[CUSTOMER][NEUTRAL] Oh, I got the card. I don't think I never set up an account yet. I
[AGENT][NEUTRAL] you can have
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought that if I activated my card, it will.
[CUSTOMER][NEUTRAL] Do so, but I'm guessing I have to go on the website and register.
[AGENT][NEUTRAL] Well, you
[AGENT][POSITIVE] Yeah, you do. So that is correct you do and I actually have a user guide that I'll be happy to email to you that gives you the instructions on how to set it up and also the different things that you can do within the portal. So that email I'll send to you when we get off of our call and it's gonna come from care team [PII] Caeam and I will put APL.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Online service center in your subject line so that it's easy to recognize it's not being junk mail.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] OK, so this policy is active. Yeah, I'll be happy to. So your policy is showing as active with APL as of [PII] of this year.
[CUSTOMER][NEUTRAL] Um, yes, if you can shoot that over to me.
[CUSTOMER][NEUTRAL] [PII] of this year, OK.
[AGENT][NEUTRAL] Mhm. [PII] is when we showed it went into effect.
[CUSTOMER][NEUTRAL] Oh yes. That's what it says on the card as well. I just noticed that, uh, but, um, OK, yeah, so.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I'm guessing make the account first and then call you guys back when I'm finished.
[AGENT][NEUTRAL] Well, no, sir, you don't have to activate your card. That, that portal is just for your benefit to have access to your ID cards, policy information. You would be able to see claims that we receive and, you know, the status of those claims. I don't show that you have any current claims on file.
[CUSTOMER][NEUTRAL] Or could I make an appointment?
[AGENT][NEUTRAL] But you don't have to activate that card. Yeah, you don't have to activate it. You would just need to provide the ID card to your dental provider. They will typically call us to verify that your policy is active and ask us any additional questions that they may have.
[CUSTOMER][NEUTRAL] Yeah, this is my first time.
[CUSTOMER][NEUTRAL] Oh, I see. Um.
[CUSTOMER][NEUTRAL] I'm sorry to ask again, but how do I make a dental appointment then?
[CUSTOMER][NEUTRAL] Do I just
[AGENT][NEUTRAL] Uh, you would have to select your, you know, whichever dental provider you want to go to and reach out to them.
[AGENT][NEUTRAL] And they'll probably ask you who your coverage was, is with and then you would just tell them APO and
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Provide them your ID number, our phone number.
[CUSTOMER][NEUTRAL] And then they will call you and
[AGENT][NEUTRAL] For any other information they may need. Yes, sir. That's typically how it's.
[CUSTOMER][NEUTRAL] And all that stuff.
[AGENT][NEUTRAL] How it works.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And it's like you said, depending on which kind of dental work it is, it, it won't fully coverage. Well, because on the back it says that it uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is correct. I mean, like, right, that is correct because you do not have this policy that you currently have with APL has coverage for preventative and basic. So things like if you had to have a crown or a root canal, those types of things are not covered under this plan.
[CUSTOMER][NEUTRAL] Ouch, I see. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Darn. Um.
[CUSTOMER][POSITIVE] OK, but thank you so much. I, I guess I'll have to go look for a
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][POSITIVE] Thanks. Yeah, sorry, it's my first time doing this. I'm like super nervous, but thank you.
[AGENT][POSITIVE] Oh, don't be nervous. It's OK. Do you have any other questions that I could try and answer for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I have this other card for
[CUSTOMER][NEUTRAL] For a I think a.
[CUSTOMER][NEUTRAL] It is plan limited benefit med plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm guessing that's the same thing, but with, uh, with, um, physical checks, so I'm guessing it's the same thing as dental. It will only cover what I
[CUSTOMER][NEUTRAL] Planned, uh, what, what my plan is?
[AGENT][NEUTRAL] That is correct. It's a limited benefit plan, so it's going to pay specific dollar amounts for certain covered services.
[AGENT][NEUTRAL] It's not major medical insurance. Yes, sir. It's not major medical insurance.
[CUSTOMER][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now there should be, there is a copy of each of these certificates, Mr. [PII] in your portal. So once you set up your profile, you'll be able to look at each of the policies and it gives all of, you know, what is covered.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] In each one you just click on it there in a PDF format.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it will list out all of your specific benefit information.
[AGENT][NEUTRAL] Under your schedule of benefits.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK. So I, I should do that. Yeah, that's, that's, that's very helpful.
[AGENT][NEUTRAL] Well, it's just, yeah, it's, it's helpful as far as not having to try to remember what is or what isn't or write down notes because it is in your policy certificates themselves.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, sorry to bother you.
[AGENT][POSITIVE] And it tells you, um, you're not bothering me at all. We're here to help you. So if you have any other questions, either at the moment I can try and help you with, that's fine. Or if, you know, something comes up later on, you can always give us a call.
[CUSTOMER][NEUTRAL] Yes. Oh, I, I was wondering, can I walk into a dental and talk to them there or it's best if I just call them?
[AGENT][NEUTRAL] I mean, you could do either. I mean, um.
[AGENT][NEUTRAL] You know, uh, providers, I'm assuming, you know, if you walked in, uh, they would probably have to just schedule or. I don't know if you could walk in and be treated at that moment, but I mean,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You could try to schedule your appointment that way if you choose.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Yeah, that's what I was thinking too, yeah.
[CUSTOMER][NEUTRAL] OK, yeah, maybe I'll just call them cause I'm pretty sure.
[CUSTOMER][NEUTRAL] Uh, I'm pretty sure that I will, I'll have to set an appointment cause I'm pretty sure they're all booked.
[AGENT][NEUTRAL] Yes, sir. I mean, most general clinics, I mean, again, most, and I can't, I can't speak for the different providers and how they operate their practices, obviously, but um most people would just call to make an appointment.
[AGENT][NEUTRAL] Prior to going.
[CUSTOMER][NEUTRAL] Oh, OK, I see. Yeah, I'll just do that. Um.
[CUSTOMER][POSITIVE] Yeah, I think that'll be all for me. Thank you again. Sorry for all these.
[AGENT][POSITIVE] OK. Well, uh, no worries. So what I'm gonna do, no worries again, as I explained, that's what we're here for to help you with anything that we can. So I will send you this email in just a moment. If you haven't received it within, I would say about
[CUSTOMER][NEUTRAL] Obvious questions.
[AGENT][NEUTRAL] 5 minutes you may wanna check your junk or spam folder because there's a possibility you know it might go into one of those if we've not emailed you before so um but again it will come from [PII] team at [PII] and I will put APL online service center in the subject lines for you.
[CUSTOMER][POSITIVE] All right, that's perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, is there anything else Mr.van I can help you with at the moment?
[CUSTOMER][NEUTRAL] Yes. And um
[CUSTOMER][POSITIVE] Uh, that'll be all, and thank you so much. Thank you for your, your patience.
[AGENT][NEUTRAL] You are
[AGENT][POSITIVE] Oh well, you're very welcome. It was my pleasure speaking to you today. So thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah.