AccountId: 011433970860
ContactId: 83a865a8-fd26-4e68-b82d-6ad8862ce768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378200 ms
Total Talk Time (AGENT): 151659 ms
Total Talk Time (CUSTOMER): 112081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/83a865a8-fd26-4e68-b82d-6ad8862ce768_20250227T16:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, hey, how you doing? This is [PII]. Um, I have insurance with you guys. Uh, what is you guys' insurance name called? Is it, did you say APL?
[AGENT][NEUTRAL] So, I'm not sure what type of policy you have. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I can give it to you. Uh, would that be the group number?
[AGENT][NEUTRAL] It should say policy or certain number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I don't know. What this say all I see is EDI payer ID.
[AGENT][NEUTRAL] And it should say a certain number or policy number or member's number.
[CUSTOMER][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] I guess it it right here [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're calling about medical or dental [PII]?
[CUSTOMER][NEUTRAL] Uh, dental.
[AGENT][NEUTRAL] Could you verify your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] So what's, what is, what does it say on your card? Could you read out what it says on your card?
[CUSTOMER][NEUTRAL] Uh, for what for the dental part?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] All I see is like, it's got, all I see is is a uh like, also on this card they gave me, I just talked to the uh the lady, she said that I can use this card, I guess any from any dental, any medical, whatever. And on this card, they got everything like uh member pharmacy, medical, vision, but it don't have dental on the card and that's why I was wondering what was the name of.
[CUSTOMER][NEUTRAL] The dental insurance that we use so I got because I'm at the dentist's office as we speak.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] All I see up on the provider, which is the number that I called that's on the card, it just basically telling me that it's 90 degree benefit is all I'm saying.
[AGENT][NEUTRAL] OK, so let me verify all of your information so you verified your name and your verify your date of birth, your mailing address for me please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm and give me your date of birth again. I know you probably gave it to me, but I need it again.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] August 14th, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mr. [PII], could you verify your email address that we have on file for you?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, and a callback number just in case your call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Would you like for me to send a copy of your card to your email address being that you don't have your dental card?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yeah, I can see that. So the name of this dental benefit is the name of your dental.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's not the company is American Public Life, but the name of your benefits is.
[AGENT][NEUTRAL] up your card to verify.
[AGENT][NEUTRAL] OK, it's gonna allow me to give it to you.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] You have a group volunteer dental policy.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I'm gonna send it.
[CUSTOMER][NEUTRAL] So you can't send the insurance card to uh for them to my email?
[AGENT][NEUTRAL] Mhm, I'm gonna send it to your email, yeah.
[AGENT][NEUTRAL] We'll send a copy to your email, so your policy is a is a Carrington network. however, you don't have to utilize the Carrington network provider because the policy is a PPO and you can go wherever you desire to go. So I'm gonna attach a copy of your card and then I'm gonna send you an email with your dental schedule so that way you could give them that too as well so they won't give you a difficult time just in case they say they never heard of the company or.
[AGENT][NEUTRAL] Want you to call us back to verify your benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It, you said it's called keratin.
[AGENT][NEUTRAL] Carrington, the network is Carrington.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's when
[CUSTOMER][NEUTRAL] You don't sign up for, yeah.
[AGENT][NEUTRAL] What did she say?
[CUSTOMER][NEUTRAL] FSA card.
[AGENT][NEUTRAL] Oh, so you have to contact your your employer for that. We only verify your dental benefits and your medical benefits.
[CUSTOMER][NEUTRAL] Only
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, so I'm gonna send this over for you. Would you like for me to verify your benefits for you?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So your benefit amount is.
[AGENT][NEUTRAL] $500 per calendar year with a $50 deductible that does not apply to preventative services and this is not a guaranteed benefits just a disclaimer on the policy's coverage so your policy does not cover major endoperio prosthesis or oral surgery. However, I've sent over a schedule showing what your policy does cover.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] But it'll be out
[AGENT][POSITIVE] Thanks for calling APL Mr. [PII], have a great day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thanks bye.