AccountId: 011433970860
ContactId: bc252a32-a1f8-4fb6-814c-f45763dcb141
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424829 ms
Total Talk Time (AGENT): 163133 ms
Total Talk Time (CUSTOMER): 164850 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/bc252a32-a1f8-4fb6-814c-f45763dcb141_20250613T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, good morning. Uh, my name is, uh, [PII]. Uh, I was calling to get my dental, um, my dental information, my, uh, um, because I have an appointment on next Tuesday, and, um, they have, they asking for my, uh, insurance information.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can help you with, uh, I can help you with that.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] No, I, only thing that I have is they sent me some booklets, some samplets with um
[CUSTOMER][NEUTRAL] Some information, but I don't know if this is, if this is uh my um life insurance information. It's, it's it's Trans America. I don't know it, what like what, what is what.
[CUSTOMER][NEUTRAL] They got, they send me 3 booklets, but I don't know which policy numbers for which for for each one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, um, is it OK if I look you up by your social?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] It's, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you have a pen and paper and I can give you your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[AGENT][NEUTRAL] OK, it's 02.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 61
[AGENT][NEUTRAL] 5991.
[CUSTOMER][NEUTRAL] OK, the policy number that's that's for the dental.
[AGENT][NEUTRAL] Yes, sir. That's your dental.
[CUSTOMER][NEUTRAL] OK, um, I think they need what the group ID, the group number?
[AGENT][NEUTRAL] They want your group number. Alright, give me just a second.
[AGENT][NEUTRAL] Your group number will be 19205.
[CUSTOMER][NEUTRAL] 19205
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, trying to think of everything and, um, what else they said, uh, the, do you have the, um,
[CUSTOMER][NEUTRAL] Your, your phone number?
[AGENT][NEUTRAL] Yeah, they'll call this phone number. And um typically, what a lot of dentists will do is they will uh check your eligibility ahead of time and we send them over a list of everything that's covered under your policy, uh just to make sure that you're active. Uh, did you want me to go over a little bit of what you have?
[CUSTOMER][NEUTRAL] Um, no, I would just give them, I'll just give them, um, your, um, the number so they can just give you a call. So it's [PII].
[AGENT][NEUTRAL] Yes, sir, you can give them that number and they can call us if you need to.
[CUSTOMER][NEUTRAL] OK, I'm trying to think um.
[CUSTOMER][NEUTRAL] Trying to think what else would they need a policy number, group number, phone number, uh, and what do you know what the, the effective date was?
[AGENT][NEUTRAL] Uh, it was [PII] of this year.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I think that's it.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, and then, um, like I said, the for like actual benefits, uh, you can ask them to call us and we can send them a list of benefits. Uh, a lot of them will do that on their own anyways before they see you, um.
[CUSTOMER][NEUTRAL] Yeah, I think that's.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And I will say, um, so you do not part
[CUSTOMER][NEUTRAL] OK, and, and what is the, what is
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, I'm sorry.
[AGENT][NEUTRAL] Oh, I was just gonna say so this doesn't.
[CUSTOMER][NEUTRAL] Um, what's the name?
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] You go ahead and go, OK?
[CUSTOMER][NEUTRAL] You have, so I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, um, what's the name, what's the name of the dental, um, insurance?
[AGENT][NEUTRAL] Uh, APL, American, yeah, American Public Life is, is, uh, medical insurance as well. Mhm.
[CUSTOMER][NEUTRAL] That's what I was asking for.
[CUSTOMER][NEUTRAL] A T N
[CUSTOMER][POSITIVE] Ame American.
[AGENT][NEUTRAL] Public life
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] So it's APL.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. American Public Life.
[CUSTOMER][NEUTRAL] OK, I'm sorry, uh, what was, what you was trying to say? I'm sorry.
[AGENT][NEUTRAL] I was just gonna let you know um that you don't this one doesn't participate in network. Um, so if they say that they don't take APL, just know that if they say that they won't file a claim on your behalf, you are allowed to file a claim as long as it is a covered expense, we will honor those expense or those payments.
[AGENT][NEUTRAL] Um, so just keep that in mind. Um, I know a lot of people here, APL, they think it's life insurance. We do have, you do have dental insurance through us. Um, so just know that it's not in or out of network in case they ask. Um, we don't participate in the network for this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's that if they ask to tell them that it's not, it's not what now? I'm sorry.
[AGENT][NEUTRAL] Uh, you don't, this, this policy does not participate in or out of network.
[CUSTOMER][NEGATIVE] It's not, that does not pay in or out of network.
[AGENT][POSITIVE] Right, so you can go to who whatever um dentist you'd like to. You don't have to worry about in or out of network.
[CUSTOMER][NEUTRAL] OK, OK, alright, I'll give them this information and um if they need additional information I'll just give them, tell them to just give you all the call.
[AGENT][NEUTRAL] Sure, yeah. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] Um, no, ma'am, that, that'll be it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.