AccountId: 011433970860
ContactId: b0f9aa1b-28d3-4f7d-b499-69555637b3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1121339 ms
Total Talk Time (AGENT): 156911 ms
Total Talk Time (CUSTOMER): 545813 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b0f9aa1b-28d3-4f7d-b499-69555637b3f1_20250128T20:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good afternoon, ma'am. How are you doing?
[AGENT][POSITIVE] I'm good, thanks for asking. How are you?
[CUSTOMER][NEUTRAL] Good, um, I just call you because, um, I got, uh, hold on, I got uh the APA APA card, uh, carrying thing.
[CUSTOMER][NEUTRAL] For them to, but uh when I try to make an appointment with uh a provider, he asked me which, which uh which plan I have.
[CUSTOMER][NEUTRAL] But uh I see that it's a group voluntary then too, but I would like to give me more detail about that if I have to pay or or is it or is it, yeah.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, I got the policy number.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Policy number is um
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] Hold on, give me one second, OK.
[CUSTOMER][NEUTRAL] He's 0258.
[CUSTOMER][NEUTRAL] 7330.
[AGENT][NEUTRAL] So I do apologize, but I can barely hear you. Could you repeat your policy number?
[CUSTOMER][NEUTRAL] Give me one second hold on.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] You hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] So did you say 258-733-0?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And could you verify your full name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And your email address that we have on file for you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you and a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] The account [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in regards to your dental benefits. So it looks like you have the um.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Verify what type of plan you have. The Carrington plan. It's the dental uh Carrington network plan. However, you don't have to utilize the Carrington network because your policy is a PPO, but they could have received your you could have passed them our number and they could have called to verify your benefits. Did they ask you for that information?
[CUSTOMER][NEUTRAL] You know, so I just call, uh, somewhere, and then she said no, it's like 54, so she said I have to call to know which one exactly. I said no, I just have a good volunte until I don't have no ID. That's why I said let me call.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Probably it is to uh or we have to pay or.
[AGENT][NEUTRAL] I would provide them with the number, provide them with our number to call us to verify your benefits.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] But you have a Carrington network, but it's a PPO, so you don't have to utilize the Carrington network provider because the policy is a PPO.
[CUSTOMER][NEUTRAL] OK, if that's me now when I get, uh, when I, when I make an appointment, so I don't want to have to pay or I don't have nothing to pay.
[AGENT][NEUTRAL] So I'm not sure what services you're going for because some things your policy doesn't cover.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] So that depends that depend on uh which provider, um, I, I check.
[AGENT][NEUTRAL] So you're, if you're going to get preventative services, it covers your preventative services at 100%.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So or you can help me to do that because I don't have the.
[AGENT][NEUTRAL] Mhm, your preventative service is covered at 100%.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] If that's what you're getting.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But see, I'm not sure what you're going to the dentist for cause they will have to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] So you give me an on that to call or so what, what you want me to do?
[AGENT][NEUTRAL] No, I can't call the dental provider. You have to call them to give them your information.
[AGENT][NEUTRAL] That I just gave you in regards to your policy.
[CUSTOMER][POSITIVE] Oh OK, OK, awesome.
[CUSTOMER][NEUTRAL] OK, so just give them the information on the card and then are you going to give, give me a number to uh uh a different number.
[AGENT][NEUTRAL] No, you have to call them. The policy number that you gave me is correct, and they would just have to call us to verify your benefits, and we'll give them that information. The number that you used to call here to speak with me, that's the same number you could provide them with along with your policy number, the 258-733-0 number.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yeah, that's it. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Only that one.
[CUSTOMER][NEUTRAL] Which
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a great day, [PII].
[CUSTOMER][NEUTRAL] OK, so hold on, man. So, and the same number I have to call, I have to call the same number?
[AGENT][NEUTRAL] Yes, that's the same number you can give them that number to call as well, the same number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm not, I'm
[CUSTOMER][NEUTRAL] We we uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead, what were you about to say?
[CUSTOMER][NEUTRAL] Which department do I have to call? Which department I have to call? Because I talked to someone before to give me uh some uh the provider about insurance in my area, but when, when, when she send me all, all the provider, but I just choose some of them and then they said no, which, which actually she.
[AGENT][NEUTRAL] OK, so she must have transferred you to [PII] for that you have to contact Carrington. So you want the number to [PII] to verify a provider in your network?
[CUSTOMER][NEUTRAL] Exactly, that's why.
[CUSTOMER][NEUTRAL] Yeah, so can I have it?
[AGENT][NEUTRAL] OK, let me know when you're ready. Yes, I can transfer you, but I can give it to you as well.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, give me the number and then transfer me please.
[AGENT][NEUTRAL] Is what
[AGENT][NEUTRAL] OK, it's 1-800.
[AGENT][NEUTRAL] 290.
[CUSTOMER][NEUTRAL] 800
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][NEUTRAL] 23 got you 18002900522 got you, yeah, please.
[AGENT][NEUTRAL] May I place you on a brief hold?
[AGENT][NEUTRAL] Alright, hold one moment, Mo.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And thanks for calling APL and you have a great day, but I'm gonna transfer you hold on one moment.
[CUSTOMER][NEUTRAL] Oh, OK, thank you. You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services Para assistencia espanol oprima elumo Nue.
[CUSTOMER][NEUTRAL] To better assist you, please have your membership or policy ID number available.
[CUSTOMER][NEUTRAL] If you are a healthcare provider, press 1. If you would like to sign up or learn more about our health and lifestyle discount plans, press 2.
[CUSTOMER][NEUTRAL] If you are a member calling about your current products, press 3. All other callers, please press 4. To hear these options again, press 5.
[CUSTOMER][NEUTRAL] If you are calling to locate providers in your area, please press one for our automated provider search system for billing questions or account.
[CUSTOMER][NEUTRAL] This is the member eligibility and provider search service line.
[CUSTOMER][NEUTRAL] Para espanol diga espanol.
[CUSTOMER][NEUTRAL] If you answer just a few questions, I can quickly help you find the information you're looking for. To get started, are you a member or a provider?
[CUSTOMER][NEUTRAL] Member.
[CUSTOMER][NEUTRAL] Got it. Me, I can help you verify your member coverage and locate provider care in your area. First, I need to know the identification number on your membership card. If you need a moment to find it, say, Hold on.
[CUSTOMER][NEUTRAL] Otherwise, please say the identification number one character at a time, including any letters or zeros.
[CUSTOMER][NEUTRAL] You can also say I don't have it.
[CUSTOMER][NEUTRAL] Got it. Let me look that up.
[CUSTOMER][NEUTRAL] Just to verify your account, what's your last name?
[CUSTOMER][NEUTRAL] For my love?
[CUSTOMER][NEUTRAL] Sorry, what was that last name? You don't need to spell it.
[CUSTOMER][NEUTRAL] I'm sorry, I'm still having trouble.
[CUSTOMER][NEUTRAL] Sorry, please say and then spell your last name again, just like this, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, I'm still having trouble understanding you. Please hold while I transfer you to an agent who can assist you. There may be a short wait before you're connected.
[CUSTOMER][NEUTRAL] Please listen to both options before making a selection. An incorrect selection will create a delay in service. If you are calling regarding an insurance plan, press 1. If you are calling regarding a discount plan, press 2.
[CUSTOMER][NEUTRAL] No. Please listen to both options before making a selection. An incorrect selection will create a delay in service. If you are calling regarding an insurance plan, press 1. If you are calling regarding a discount plan, press 2.
[CUSTOMER][NEUTRAL] Please press 1 if you are a member. Please press 2 if you are a provider.
[CUSTOMER][NEUTRAL] Please press 1 if you are a member. Please press 2 if you are a provider.
[CUSTOMER][NEUTRAL] For quality assurance and training purposes, this call may be monitored and or recorded.
[CUSTOMER][POSITIVE] You may experience a wait time that's longer than usual, but we look forward to assisting you as quickly as possible. Thank you for your patience.
[CUSTOMER][NEUTRAL] Please be advised that a quote of eligibility and benefits is not a guarantee of payment.
[CUSTOMER][NEUTRAL] All benefits are subject to eligibility terms, conditions, limitations, exclusions, and reimbursement of allowable amounts of the patient's plan at the time that services are rendered. Instead of waiting, we can give you a call back when an agent is available to speak with you. You will not lose your place in line. If you would like to receive a call back, you can press one at any time. Otherwise, please continue to hold for the next available agent.
[CUSTOMER][NEUTRAL] Your estimated wait time is approximately 11 minutes. Press 1 to schedule a call back or stay on the line for the next available agent.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remember, if you press one now, we can call you back and this will not impact your position in the queue.
[CUSTOMER][NEGATIVE] Calls are returned in the order they are received. Please press one now to receive a call back.
[CUSTOMER][NEUTRAL] Your call is important to us. Please hold for the next available agent.
[CUSTOMER][POSITIVE] All agents are assisting other callers. Please hold for the next available agent. Instead of holding, we can give you a call back when an agent is available to speak with you. You will not lose your place in line.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, please press one. Otherwise, please continue to hold for the next available agent.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remember if you press one now we can call you back and this will not impact your position in the queue.
[CUSTOMER][NEUTRAL] Calls are returned in the order they are received, please press one now to receive a call back.
[CUSTOMER][NEUTRAL] Your call is important to us. Please hold for the next available agent.
[CUSTOMER][POSITIVE] All agents are assisting other callers. Please hold for the next available agent. Instead of holding, we can give you a call back when an agent is available to speak with you. You will not lose your place in line.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, please press one. Otherwise, please continue to hold for the next available agent.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remember, if you press one now, we can call you back and this will not impact your position in the queue.
[CUSTOMER][NEGATIVE] Calls are returned and the order they are received. Please press one now to receive a call back.
[CUSTOMER][NEUTRAL] Your call is important to us. Please hold for the next available agent.
[CUSTOMER][POSITIVE] All agents are assisting other callers. Please hold for the next available agent. Instead of holding, we can give you a call back when an agent is available to speak with you. You will not lose your place in line.
[CUSTOMER][NEUTRAL] If you would like to receive a call back, please press one. Otherwise, please continue to hold for the next available agent.
[CUSTOMER][NEUTRAL] Thank you for calling your care team. My name is [PII]. May I have the member ID or policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, they would, they would do it.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Oh, yes, I can hear you now. Can you hear me, sir?
[CUSTOMER][NEUTRAL] You hear me now?
[CUSTOMER][NEUTRAL] Yeah, I can hear you. Do you have your uh policy number, sir?
[CUSTOMER][NEUTRAL] Yes, so the policy number is 02.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] 30.
[CUSTOMER][NEUTRAL] What is your name, your first and last name?
[CUSTOMER][NEUTRAL] Um, I want me.
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that one more time?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I wasn't able to pull that up, sir. Can you give me that that number one more time, the member ID number?
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] ID number is 60.
[CUSTOMER][NEUTRAL] 801.