AccountId: 011433970860
ContactId: b545709f-efca-42c7-8445-a9162b81bb5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386540 ms
Total Talk Time (AGENT): 232938 ms
Total Talk Time (CUSTOMER): 131099 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b545709f-efca-42c7-8445-a9162b81bb5d_20250102T16:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I
[CUSTOMER][NEUTRAL] have dental insurance with you guys and I'm trying to figure out who I can use as a dentist.
[CUSTOMER][NEUTRAL] Would you be able to tell me if I signed up for a PPO plan or something else?
[AGENT][NEUTRAL] OK, so [PII], you're trying to find out if you're in a PPO network and it says how to go about locating a a provider, is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's right. I just called my dentist and they said I need to know it if I'm in a PPO plan and so they'll work with me, otherwise they won't.
[AGENT][NEUTRAL] OK, so I can, I will be able to help you with this and if I'm not able to answer all of your questions I can direct you as to who your network company is for them to further assist you. But first I'll need to pull up your information and verify some things for security. So what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and also your policy number, please.
[CUSTOMER][NEUTRAL] 02464490
[AGENT][POSITIVE] I'm so sorry. Could you please repeat that one more time?
[CUSTOMER][NEUTRAL] 02464490
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 4490. OK, thank you. One moment.
[AGENT][NEUTRAL] Any information as I stated before that I do provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] The only one I got.
[AGENT][NEUTRAL] OK. And lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I can see that this coverage is for your employment with Creative Circle. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. So on this dental plan, you are in this plan participates with the Carrington PPO network.
[AGENT][NEUTRAL] But you are not required to use a network provider according to your policy. Now if you have questions specifically on Carrington providers, there is another number that I can give you, Ms. [PII] that is for Carrington, and then then I could also connect you with them.
[CUSTOMER][NEUTRAL] Is the [PII].
[AGENT][NEUTRAL] Uh, let's see, 8. Yes, ma'am, it is. Uh-huh. I had to just think about it without me. Yes, ma'am. [PII]. That is correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yeah, that's the number on my.
[CUSTOMER][NEUTRAL] Card that I'm looking at, I'll just call them direct.
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am.
[AGENT][POSITIVE] Are you sure? I'll be happy to connect you.
[CUSTOMER][NEUTRAL] That's OK. It's an [PII] number, no big deal.
[AGENT][NEUTRAL] OK, and then one last thing, Ms. [PII], have you had an opportunity to set up your profile in the APL online service center portal so that you can have access to your policy information and ID cards online?
[AGENT][NEUTRAL] It has our secured, OK, our portal is the [PII].
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][POSITIVE] But I do have a user guide for our portal that I would be happy to email to you that gives you the instructions on setting it up and also how to use it.
[AGENT][NEUTRAL] If you would like for me to send that to you.
[AGENT][POSITIVE] I can do that right now.
[CUSTOMER][NEUTRAL] Yeah, I guess that would, that wouldn't hurt, um, and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What does that have all this information you just gave me?
[AGENT][NEUTRAL] Well, it would have, it has your ID cards, which, you know, has your phone numbers on there just like what you already have, but there's also your policy information as a whole. There's a PDF version of your policy information, and then you would also be able to see claims that we receive for you and the explanation of benefits are viewable as well in that portal.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, send me what you have and after I get this dental situation figured out, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] I, but thanks for your help. I'm kind of stupid when it comes to insurance related things.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, don't say that. It's complicated for everybody, Ms. [PII], even for people who work in it at times, it can be very complicating. So, um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Well, the good news is I don't have to deal with it very often, right?
[AGENT][NEUTRAL] To understand everything.
[AGENT][POSITIVE] That is a blessing. Yes, ma'am. That is a blessing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Well, you have a good day and a happy [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you too, Ms. [PII], and there's one more thing I wanted to tell you when I send you this email in a moment, just so that you'll recognize that it's not being junk or spam mail since we all get tons of that. It's going to come from [PII] team at [PII] and I will put APL in your subject line for you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, thanks for your help.
[AGENT][POSITIVE] Well, you're very welcome. And again, thank you for calling APL and I hope you have a wonderful day and a happy New Year.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] It