AccountId: 011433970860
ContactId: 9070e6be-a40d-424d-8b23-7cf2a63cfce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361119 ms
Total Talk Time (AGENT): 125648 ms
Total Talk Time (CUSTOMER): 156676 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9070e6be-a40d-424d-8b23-7cf2a63cfce2_20250318T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, um, [PII], my name, I'm give you my name. My name is [PII]. I'm, I'm calling my, my bro my brother has coverage and he, he's, he's elderly or whatever. He's trying to see if his card is active because we just tried to make his a dentist appointment and they said it's not active.
[CUSTOMER][NEUTRAL] With the um number that we gave them.
[AGENT][NEUTRAL] OK, let's take a look. Do you have the, uh, what policy number do you have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is, so this is the one that says Carrington, right?
[AGENT][NEUTRAL] OK, uh-huh.
[CUSTOMER][NEUTRAL] OK, it says 025.
[CUSTOMER][NEUTRAL] 96,630
[AGENT][NEUTRAL] All right. And then if I can verify first and his first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. And then if you could just verify his address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. So I'm still showing this is active. It's been active since uh last month. So, yeah, I mean, there's no
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Termination of coverage.
[CUSTOMER][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] Right, so, OK, now we call, we call this dentist uh uh Clear Lake Dental. His, his daughter's having a very, very, she's [PII], she's having very bad tooth aches and it's driving everybody crazy. So he's trying to get her into a dentist's office and I called them and they said they was gonna run the check and give, give us a call back when they call back, they said they don't see him active.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I mean, they can call us to do if they need to double check the effective date and whether or not the policy is active. I'm not sure where they're checking, unfortunately.
[CUSTOMER][NEUTRAL] Right, so, so, right, OK, so she said she's gonna call me back to make sure that uh it was active and when she called back, she said she didn't, she didn't see anything, maybe, maybe she found something now I'll give a call back, but.
[CUSTOMER][NEUTRAL] Yeah, OK, so I'm glad I called you and you verified that it is active. One more question, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can I click him in so he can hear it so I won't have to repeat. He's at work but he can't listen.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh hold on one second.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, well, there he is. So [PII], she said you, you, you, you are active, so I don't know what the people at clearly is saying, but I'm gonna call back. You say active as of what date?
[AGENT][NEUTRAL] Uh, the effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and, and another question is, um, so is this full coverage or or does he have to pay a percentage? How does this go?
[AGENT][NEUTRAL] Let me pull the.
[AGENT][NEUTRAL] Plan type here, one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it looks like the plan type that um you have has basic and preventative coverage. Preventative coverage is covered at 100%. So that would be anything like your cleanings that you can have once every 6 months, any sort of X-rays or or oral evaluation.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Any sort of basic expenses are gonna be covered at 80%. We'll pay 80%, the 20% would be your responsibility. And then as far as any work having done, the dentist should be able to give you kind of an estimate as far as what your out of pocket would be if you're having any sort of um other services besides preventative.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll call back and they can they can call this number just to verify that he is active because I don't know what that lady was um looking at.
[AGENT][NEUTRAL] Yes, absolutely. So if they say that they're not able to verify, then if you give them this number [PII].
[AGENT][NEUTRAL] They can speak to a rep on the phone and we can confirm the coverage.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] Alright, no, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. You guys have a good day.
[CUSTOMER][POSITIVE] You too thank you thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.