AccountId: 011433970860
ContactId: bb6d9b8f-393b-4911-9e50-3a1cbe3074ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315429 ms
Total Talk Time (AGENT): 177980 ms
Total Talk Time (CUSTOMER): 98744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/bb6d9b8f-393b-4911-9e50-3a1cbe3074ff_20250313T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Uh, I got these, uh,
[CUSTOMER][NEUTRAL] APL uh insurance cards or whatever in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I was seeing what it's for.
[AGENT][NEUTRAL] Sure, I can get your policy pulled up and uh explain what kind of policy that is um, [PII], first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] 618
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 322
[CUSTOMER][NEUTRAL] 0830
[AGENT][NEUTRAL] OK thank you and now on that card um you'll see it'll either say member ID or in hospital or outpatient certification number if you could give me one of those please.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It just says
[CUSTOMER][NEUTRAL] Uh, for the group number and policy number and the plan and stuff.
[AGENT][NEUTRAL] OK, um, yeah, what was that policy number?
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 604-800
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, last thing I need is the email address we have on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information. So this policy number that you gave me is for your dental policy, and if you'd like, I don't know if you got it with the card, um, but I can send you a copy of this policy so you can see what is and is not covered.
[CUSTOMER][NEUTRAL] Uh, I was trying to see, uh, if this would help me get my teeth fixed.
[AGENT][NEUTRAL] Let me see what kind of coverage this one offers. Give me just a moment.
[AGENT][NEUTRAL] OK, so for this kind of dental policy, Cody, it only offers preventative and basic um expenses. There is no major coverage for this policy.
[CUSTOMER][NEUTRAL] All right. So, would this insurance go with like my regular insurance that I have?
[AGENT][NEUTRAL] Um, what do you mean? Um, do you have another dental policy?
[CUSTOMER][NEUTRAL] No, I have like a medical, uh Medicaid insurance too.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so this policy doesn't have any sort of coordination of benefits so regardless of other coverage, this policy will pay uh the amount that it pays. So for example um this it participates in the Carrington PPO network and will pay a percentage um from that. So if you have dental benefits uh through another provider um this can just go on top of that. Does that make sense?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, so I could use my Medicaid and this for like my dental stuff.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, because I need my teeth fixed real bad.
[AGENT][NEUTRAL] I understand um and again I'm not quite sure how extensive you mean with that but again this policy doesn't offer any major coverage so that's going to be things like uh crowns uh things like that there's no coverage for, but it does offer again basic and then preventative expenses along with um X-rays and such.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] All right, and um when I went on the uh website or whatever, it says that I have the dental.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have the dental and 2 other coverages on me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You do, yes, um, and I was going to tell you that as well so you have an accident policy with us as well and then you have, um, it's called hospital indemnity, but it is a limited indemnity medical plan. So similar to the dental, you can use this with as a secondary if you wanted to um limited indemnity simply means that it will pay a set dollar amount per covered procedure or office visit.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So um there's no copays or deductibles or anything like that it's not a part of a network, it can be used anywhere.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][NEUTRAL] You're welcome. I know that was quite a bit of information. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK all right well if you think of anything don't hesitate, we're here to help hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Mm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.