AccountId: 011433970860
ContactId: bd453dfc-5976-4aea-87df-db108859552f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378320 ms
Total Talk Time (AGENT): 179960 ms
Total Talk Time (CUSTOMER): 156380 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/bd453dfc-5976-4aea-87df-db108859552f_20250620T19:26_UTC.wav
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[CUSTOMER][NEUTRAL] I don't have to plan it.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just calling to um get help registering or what is it, oh yeah, to register the card I just received for today.
[CUSTOMER][NEGATIVE] I was trying to do it online but it wouldn't let me.
[AGENT][NEUTRAL] To register
[AGENT][NEUTRAL] Oh, to get an online service account?
[CUSTOMER][NEUTRAL] Yeah, it, it's for the Carrington solution, the APL.
[CUSTOMER][NEUTRAL] It's for dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] And a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry, it's 02641013.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[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?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you're wanting to create an account so that you can uh file a claim, or?
[CUSTOMER][NEUTRAL] No, it, I just got the letter today and it says I need to register so I have access to all my uh insurance information online.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yeah, that's the that's our online service account.
[CUSTOMER][NEUTRAL] And I was trying to do that, but
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, so I can walk through.
[CUSTOMER][NEUTRAL] Uh, yeah, I was trying to do that, but I didn't know, sorry, go ahead.
[AGENT][NEUTRAL] Oh, I was just gonna say I can walk through the steps with you on how to do that. Um, so you're by a computer now, correct?
[CUSTOMER][NEUTRAL] Uh, no, I'm actually doing my phone, but I just needed to know which one did I have to hold on, give me one second, let me put you on speaker.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, can you hear me?
[AGENT][NEUTRAL] Yes, so,
[CUSTOMER][NEUTRAL] So, OK, so yeah, I was gonna to create an account and.
[CUSTOMER][NEUTRAL] I just didn't know what to pick because they ask you which role best describes you. So there's agency, agent or broker group.
[AGENT][NEUTRAL] You're insured.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You're an insured?
[CUSTOMER][NEUTRAL] Oh OK, I did try to do that and then it says that it wouldn't let me um sign up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um, I put my last name like it asked me to.
[CUSTOMER][NEUTRAL] And then the member, is the member ID the group number or what?
[AGENT][NEUTRAL] So for this I would only fill out what is required so that's last name, email, and date of birth uh the email we have on file for you is the [PII] account yeah we've been having some issues with people filling out everything um so it helps to just fill out the required information um so add your last name in there.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the email is.
[CUSTOMER][NEUTRAL] OK, let me go, uh-huh.
[AGENT][NEUTRAL] Uh, it looks like your Gmail and then your date of birth.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] OK, let me go ahead and do that right now. Yeah, I was just kind of confused with the policy is because it says not policy number. Let me see if it'll let me sign up. Um, oh, I did, so it says continue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will ask you to verify your email mhm and they'll do that every time you log in as well. You'll verify your email every time it'll send you a new verification code each time.
[CUSTOMER][NEGATIVE] Oh, and then it just told me to break.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so once I'm done with that, everything's good. Do I need to do it for my husband as well, or just like just me?
[AGENT][NEUTRAL] No, it's you because you're the policy holder. um I do believe there's a spot on there where you can add him so that he can have his, uh, so he can access it too but as far as I know, um, it's for the policy holder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll be able to get your, your dental card that you can download through there. Uh you can uh file a claim on there and everything. OK, good.
[CUSTOMER][POSITIVE] I actually got one today.
[CUSTOMER][NEUTRAL] Yes, I was waiting on it too and then I received it on the mail today. Alright, I'm gonna go ahead and do that and then I guess it's completed and then that's it, I guess.
[AGENT][NEUTRAL] Yeah, and if you ever need to file a claim, you can file it through uh that portal as well, OK?
[CUSTOMER][NEUTRAL] OK, uh, one more question, is there any way once I finish filling up everything, is there like an option to where I can find a provider?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I don't know if it's through that account, but you can go to [PII] and you'll scroll almost all the way towards the bottom and it'll, you'll see, I believe it's a little tooth in a magnifying glass, um, well, hold on a second.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, based off of your, your policy, I'm so sorry, on your policy there is no in or out of network. It goes based off of a a fee schedule so um there isn't going to be anything in and out of network. You'll just give them your uh policy number. You can ask them ahead of time if you'd like to uh to verify eligibility with us, and then we can send them a fax of all of the benefits that um are covered on your policy.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Um, if they say that they won't file a claim for you, or they say that they don't take this insurance, uh, you can file a claim on your behalf as well, um.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but just ask them, just give them your policy number and everything that they asked for and just ask them ahead of time if they could go ahead and verify coverage uh with us and it, it should be fine.
[CUSTOMER][NEUTRAL] OK, so [PII], I can just look for any dental center to see. OK, I'll do that then. Alrighty.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, I think that's it.
[CUSTOMER][NEUTRAL] Uh, no, that's it, ma'am.
[AGENT][POSITIVE] Right. Thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.