AccountId: 011433970860
ContactId: c1ace831-83f1-4510-aea1-13d595a693f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295070 ms
Total Talk Time (AGENT): 146376 ms
Total Talk Time (CUSTOMER): 104569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/c1ace831-83f1-4510-aea1-13d595a693f0_20250219T21:04_UTC.wav
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[CUSTOMER][NEUTRAL] Um.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I'm calling for my husband. Um, he never got a dental card with his insurance.
[AGENT][POSITIVE] OK, um well, I can definitely take a look into the policy for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and um OK, so don't have the card. I can look the policy up with the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pull up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, we're gonna
[AGENT][NEUTRAL] OK, and I have the policy here and is Mr. [PII] available just to verify because he's the only one on the policy.
[CUSTOMER][NEUTRAL] Um, yeah, hold on. Yeah, I am. I just had a two full.
[AGENT][NEUTRAL] Oh, OK. Um, well, I just need you to verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and is it OK for me to speak to Mrs. [PII] and um on your policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty. Well, that's all I needed. And Mrs. [PII], what is your first name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Alrighty. And so for the cards, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] And you want it sent to the address on file, that's correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Maybe me look old.
[AGENT][NEUTRAL] Alright, so I will go ahead and put the request in for the cards to be sent to [PII]. Uh, we usually say to give it about a week, although with the mail, it could be longer, but I did just put the request in for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK thanks hold on a minute. Hey ma'am, the card that I received the card I received in the mail, what card is that?
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][NEUTRAL] Well, so
[CUSTOMER][NEUTRAL] Because when I
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] No, no, go ahead.
[CUSTOMER][NEUTRAL] Well I mean I'm just asking because when I presented that card they told me usually a uh uh insurance company will give me a dental card, but some companies don't now so that's why I was asking.
[AGENT][NEUTRAL] OK, so you, so the card that, so you do have a card, if you've received the card, that's your only APL card. Now, the APL policy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK. It doesn't say anything about dental it does it. No, they don't say nothing about dental.
[AGENT][NEUTRAL] Right, the 8
[AGENT][NEUTRAL] The APL
[CUSTOMER][NEGATIVE] They wouldn't accept
[AGENT][NEUTRAL] The APL policy that you have with us is not for dental. It's medical only and it's second to your United Healthcare. So when you, when you provide a provider with your United Healthcare card, just go ahead and give them the Medlink card because they're going to bill United Healthcare first, United Healthcare will pay, and then they'll bill it to us automatically. If they don't have that card information, you'll get the bills.
[CUSTOMER][NEUTRAL] Oh, OK, I'm trying to understand who, who does he need to call about a dental card?
[AGENT][NEUTRAL] Now for dental, you'll have to reach out to your HR because the only policy you have with APL is the Medlink.
[CUSTOMER][NEUTRAL] OK, alright, OK.
[AGENT][NEUTRAL] But they'll be able to, they'll be able to pull you up, you know, with your information and then they'll have like everything that you're enrolled in, so they'll be able to tell you who provides that dental or vision or, you know, what other insurances you have.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Have a good day.
[AGENT][POSITIVE] Alrighty. Well, thank you for calling APLU also. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.