AccountId: 011433970860
ContactId: a515ff14-f1b0-4972-b7dc-e63d52fb4e5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208570 ms
Total Talk Time (AGENT): 102553 ms
Total Talk Time (CUSTOMER): 72597 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a515ff14-f1b0-4972-b7dc-e63d52fb4e5e_20250306T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, so I'm sorry, the phone was breaking up. What did you say again?
[AGENT][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Yes, uh, I was calling because I'm trying to find some medical providers for my.
[CUSTOMER][NEUTRAL] Just checking my insurance.
[AGENT][NEUTRAL] Sure, OK, I can get your policy pulled up and see what kind of providers you can go to. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, um [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 02.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] 884 8
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, so I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much for verifying that information. OK, so this is a limited indemnity medical plan um with that it's not a part of any network you could potentially take it anywhere you'd like um, it will be up to each provider whether or not they choose to file the claims for you.
[AGENT][POSITIVE] Um, but if not you can absolutely file the claims yourself. if there's ever any confusion, the providers not heard of this or doesn't know what kind of plan it is, they're more than welcome to give us a call and so we can kind of alleviate some of that confusion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yes, um, with my dental plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was told that it's a discount dental plan. Is that what it what it is?
[AGENT][NEUTRAL] Let me get that one pulled up. Let me see.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, so for your dental it um participates in the Carrington PPO network. So when you go to look for a dental provider, um, you could just ask if they're a part of the Carrington PPO network.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because they, yeah, I told them it was a Carrington and they said that means it's it's a discount plan which means I still have to come out of pocket.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, honestly, as far as that's concerned, I think that's going to depend on the provider. I know some don't require that you pay up front and that they'll file the claims with us, um, but I know some do require the payment up front, so I think that just really depends on the office you go to.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][POSITIVE] Thank you bye bye.