AccountId: 011433970860
ContactId: b85901ef-f541-47b6-aef1-830f66d80fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382260 ms
Total Talk Time (AGENT): 235893 ms
Total Talk Time (CUSTOMER): 83334 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b85901ef-f541-47b6-aef1-830f66d80fe2_20250401T12:56_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just have a question regarding my dentist. I was, I just now got your guys' insurance, so I'm a little new here. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was wondering if you guys, I think it's called the in the network with.
[CUSTOMER][NEUTRAL] Um, the new Lex Perry County Dental Group.
[AGENT][NEUTRAL] OK, so you're, are you trying to find out if your provider is in your network?
[CUSTOMER][NEUTRAL] Yeah, if I can use that insurance there at my place.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with this. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, I just got a new phone too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Did you say [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, I did, yep.
[AGENT][NEUTRAL] Alright, thank you. And your policy number please, [PII]?
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] On your ID card, do you have a policy number?
[CUSTOMER][NEUTRAL] Oh, they just emailed me a virtual card because I haven't got the other one in the mail yet. I don't know if it's on there.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK, [PII], what is your full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, [PII], so I will need to verify several things with you first for security and also any information that I 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.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so you said that is now your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] It's my [PII].
[AGENT][POSITIVE] OK, thank you very much. All right, so I can provide you your uh.
[AGENT][NEUTRAL] Policy number, [PII]. You will be getting ID cards in the mail. However, your policy was just issued on the [PII], so cards weren't mailed till the [PII]. They just have not had time to reach you yet. But you can, I'm, I'm gonna also email you a user guide for our portal. It's called the online service center.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you can go ahead and set up your profile that will give you access to the same ID cards that you're gonna be getting in the mail.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email that I will send to you when we get off the phone will come from.
[AGENT][NEUTRAL] [PII] and I will put APL online service center in your subject line so that that's easy for you to recognize.
[AGENT][POSITIVE] But you will see this policy number in there as well, but if you would like to write it down, I'll be happy to give it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I would love to write it down. I have a little book going on right now.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it's 260.
[AGENT][NEUTRAL] 9430.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is that it?
[AGENT][NEUTRAL] Now, this policy, that's it, uh-huh, this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's short. Some of them are longer, but that was not too long. So this policy participates with the Carrington PPO network. However, it is not required that you utilize a network provider for your plan. Now, I can give you the phone number for Carrington because Carrington is the network company, they would be able to verify whether your provider is in their network or not.
[AGENT][POSITIVE] I can also, in addition to giving you the phone number, [PII], I can transfer you to them as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK. So would you like for me to connect you with them?
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][POSITIVE] OK. Well, I will be happy to do that. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Um, I can't think of anything at the moment, but I will definitely call back if I do. I probably will later on.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Well, that's fine. So in your portal, just so you're aware, in addition to your ID card, there's also a copy of your policy and um you would be able to see claims that we have received for you along with your explanation of benefits.
[CUSTOMER][POSITIVE] Oh, OK, awesome.
[AGENT][NEUTRAL] OK. Well, if that is all, and I have sent that email, so you should be receiving that. I don't think it will go to your junk folder, but if you haven't seen it within the next few minutes, uh, I would check either your junk or spam. You did get it? OK, good.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] Alright, well, if that's all then [PII] that I can help you with at the moment, thank you so much again for calling APL. I hope you have a wonderful day and if you will give me one moment, I will connect you with [PII].
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're certainly very welcome. One moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you