AccountId: 011433970860
ContactId: b7c3e379-542e-4f09-b0f5-d3df2e0e8053
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 696260 ms
Total Talk Time (AGENT): 299874 ms
Total Talk Time (CUSTOMER): 260346 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b7c3e379-542e-4f09-b0f5-d3df2e0e8053_20250102T18:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, my husband and I have insurance through you guys, um, for our, excuse me, for our dental. However, we never received our insurance cards. So I'm just trying to get us insurance cards mailed.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, sure. I can assist you with that. Um, do you have the, the policy number or the group number or any information about the policy?
[CUSTOMER][NEUTRAL] Um, let me look at what.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our insurance rep sent us, um.
[CUSTOMER][NEUTRAL] From what I see, he just told me in the email that it, the cards would have been mailed to us.
[CUSTOMER][NEUTRAL] Um, and just told us how to do direct reimbursement. I'm not and.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The booklet information.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I see, he sent us the one for vision.
[AGENT][NEUTRAL] Mm. What's the name of your employer? Let me try to look it up by name.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My husband's employer is PNS Transportation.
[AGENT][NEUTRAL] So that's through universal trucking.
[AGENT][NEUTRAL] So tracking, and you said P N as in Nancy S?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] and as in the and signs and
[AGENT][NEUTRAL] Oh and and OK, got you. OK, let me try that. OK, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I think it's gonna be this one for me.
[AGENT][NEUTRAL] What I have
[AGENT][NEUTRAL] OK. Um, may I have, um, your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] My name is [PII] My husband's name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I almost forgot my phone number.
[AGENT][NEUTRAL] OK. All right, it looks like.
[CUSTOMER][NEUTRAL] Alright, and I don't think that's, I think I just said the wrong phone number [PII] so I can I remember my own phone number.
[AGENT][NEUTRAL] Mm, OK. I have one here on the screen. Is it [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think it's [PII].
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Uh how much I have to say my phone number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. So I did find you, um, I did find the policy. So let me have um your date of birth and your um mailing address for verification. Well, it's gonna be just your date of birth and the mailing address. Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, if you need my husband's, it's [PII].
[AGENT][NEUTRAL] Oh, yes, fine, thank you. And what is the mailing address so I can request those cards?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's what we got. All right, and it looks like we sent the um the ID cards on August and you said you'd never received it, so I'm just gonna go ahead and request them again, OK?
[CUSTOMER][NEUTRAL] OK, thank you. Yeah, we've we had moved since then, so I think they had just got mixed up in transit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the move.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And with the cars, it'll have our policy information as well.
[AGENT][NEUTRAL] Mhm. Yes, it's gonna have the policy number, it's gonna have um any information that you need to present at the time of service or your dentist.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And do you need just the dental one?
[CUSTOMER][NEUTRAL] Uh, yeah, I believe that's all we have through you guys, I think.
[AGENT][NEUTRAL] Uh, well, you have a dental, let me see what else.
[AGENT][NEUTRAL] Looks like you have an indemnity plan as well. Let me see if we send the card on this one. This is new.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, this one just now not long now.
[AGENT][NEUTRAL] OK. Um, you do have a medical one that it should be there soon.
[AGENT][NEUTRAL] If that's a new policy.
[CUSTOMER][NEUTRAL] OK, so the medical that we have is through you guys as well?
[AGENT][NEUTRAL] Yeah, you have a limited plan, yes, correct. Mhm.
[CUSTOMER][NEUTRAL] OK, and that's what I was looking at. I actually just emailed our insurance provider asking him what our medical information was, um, because I was trying to make appointments. So, is there any way you can uh email me any of our information while I wait for that in the mail?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm let me see if I can email that information.
[CUSTOMER][NEUTRAL] Or is there any information I can have now so I know what our.
[CUSTOMER][NEUTRAL] Um, member numbers and things like that are so I can schedule an appointment.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK. I can go ahead and provide you with the policy number, um, just in case you need to make an appointment. Um.
[AGENT][NEUTRAL] And I'm gonna go ahead and
[AGENT][NEUTRAL] I can just request again for the information to go out even though it went out on the end of the of November. So I'm not sure if it should have been there by now, but you know, we have the holidays, so sometimes it takes a little bit longer when it's the holidays, um.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] Yeah, we never received anything.
[AGENT][NEUTRAL] OK. Let me go ahead and give you the policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, it's 0256.
[AGENT][NEUTRAL] 6221.
[CUSTOMER][NEUTRAL] 02566221
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and who is the medical policy, um, the company again?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] American Public Life. OK. So it's the same for the dental and the um medical.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Correct. And then this particular one is gonna be a limited indemnity plan. So it's not a major medical. I don't know if he has this as an extra or he's using this as a major medical. You might want to ask him to see if he has any other plans, but yeah, that's what he has with us is to deliver a plan.
[CUSTOMER][NEUTRAL] No, no, we
[CUSTOMER][NEUTRAL] No, we know we are, we know we're under the limited plan. We didn't need a, a lot of medical insurance, so, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you remind me what the deductible on that is though?
[AGENT][NEUTRAL] Um, with this type of policy, there's
[CUSTOMER][NEUTRAL] I know it's a high deductible.
[AGENT][NEUTRAL] Um, there's no deductible on this one. That's why I'm saying I'm not sure if this is gonna be the only one he has because this one pays flat amounts. So this one doesn't have a deductibles.
[CUSTOMER][NEUTRAL] Got you. And from my understanding, what I was told is um that if this is a direct reimbursement type of thing. So if uh they don't wanna take the insurance, I just send it into you guys the claim and then you guys direct reimburse.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, yes, it's common.
[CUSTOMER][NEUTRAL] OK. All right. And the same with the, the dental as well, correct?
[AGENT][NEUTRAL] Mhm. And
[AGENT][NEUTRAL] Correct, yes. And all this information, if you want to get all the information about the coverage, how much it covers, if you want to get temporary cards or if you want to get any other information, you can always go to our website and have a Mr. [PII] register and once you register, you'll be able to manage your policies.
[AGENT][NEUTRAL] Like, uh, get the claim status, um, submit claims if you need to submit claims, get a temporary cards, um, get your benefits, all that information is gonna be on the website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You need the website information?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, is it just American public life?
[AGENT][NEUTRAL] No, it's gonna be [PII].
[AGENT][NEUTRAL] Again, that's [PII]. You're gonna click on sign in and it's gonna take you to the right place.
[AGENT][NEUTRAL] To register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] And all of this just kick in um [PII], correct?
[AGENT][NEUTRAL] Uh, the medical, uh, kicked in on [PII].
[AGENT][NEUTRAL] And uh, yes, the dental was prior to this one. So the dental it's been since [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] Oh, OK. I thought our medical didn't start till January. I wish I would have known that. Um, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty then well I will wait for the mailing um pieces to come in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] Um, and if I have any other questions, I'll call back or have my husband call.
[AGENT][NEUTRAL] Yeah, OK. And yes, the, the card should be there within 5 to 7 business days, the, the normal card. If you want a temporary card, just go ahead and register and you can get a temporary card if you need it right away, OK?
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you.