AccountId: 011433970860
ContactId: c40d3751-d41e-482b-aeb9-793a84bd4a7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482890 ms
Total Talk Time (AGENT): 261591 ms
Total Talk Time (CUSTOMER): 183798 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c40d3751-d41e-482b-aeb9-793a84bd4a7a_20250328T15:12_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm actually calling because I'm trying to get information on the insurance that I have with you all through my employer. Um, however, when I go to create a new account, it gave me the error to call this number and select option 4.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you. What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] I don't have any information on on on the policy. That's why I'm calling to get the information because I need to make a dentist appointment, but I don't know what insurance that I um what I'm insurance I have. I know I have to pay for dental and stuff, but once again I don't have any information on it.
[AGENT][POSITIVE] All right. Well, I can help you with that.
[CUSTOMER][NEUTRAL] I mean, I have my personal information. OK.
[AGENT][NEUTRAL] Not a problem. I can look up your policy by your social. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, that's fine uh let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you mind verifying your current mailing address and email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I believe the one on file should be [PII], and then my email address should be [PII], um, if it's not that.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yeah, that's what we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your zip code?
[CUSTOMER][POSITIVE] OK, great, yeah.
[CUSTOMER][NEUTRAL] Um, [PII], however, I do wanna change my address if that's possible. I no longer reside at that address.
[AGENT][NEUTRAL] OK, yes sir we'll get that updated. What is that current address for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me just get that updated for you real quick.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Were you putting in the information for your current address to create an account?
[CUSTOMER][NEUTRAL] Yeah, I did. I, correct, I did. I put the current address. I mean, no, I used the old address to try to create the account cause I figured that's what you also have on file.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Um, so yeah, I didn't, I didn't use the new one, yeah.
[AGENT][NEUTRAL] OK, just making sure. And the zip code was.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get that updated.
[AGENT][NEUTRAL] And when you were and you were on the [PII] site?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just checking to see.
[AGENT][NEUTRAL] And do you mind if we verify your social?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. And when you were creating that account, did you choose that you were an individual with an APL policy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what's going on. Hang on just a second.
[AGENT][NEUTRAL] So you and I'm an individual with an APL policy and your last name is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just checking to see what's going on, bear with me just a second.
[AGENT][NEUTRAL] And then again we verified your social [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your zip code we're putting in the new information, that new zip code is [PII], and then your email was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's what it is.
[AGENT][NEUTRAL] Let me update that.
[CUSTOMER][NEUTRAL] OK, I figured something, yeah, cause uh previous rep had told me that they sent my information to my email, however, once again, I didn't receive the email and that probably is why.
[AGENT][NEUTRAL] Yep, that would make sense. Let me just continue and see if I can, it'll take me to the page to create a login and password.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your date of birth, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] That just made all the difference in the world.
[AGENT][NEUTRAL] You should
[CUSTOMER][NEUTRAL] One little number.
[AGENT][NEUTRAL] One little number, it's always that one little thing.
[CUSTOMER][NEUTRAL] Mhm, yeah, yeah, always that one little thing.
[AGENT][NEUTRAL] Are you at a computer? Would you like to, um,
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] I can try. Give me one second.
[AGENT][POSITIVE] Sure, cause I would certainly love to know that you're.
[CUSTOMER][NEUTRAL] you if you let me do it.
[AGENT][POSITIVE] are able to create that and taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, 30 now we're using the new information with the address correct?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEGATIVE] Yeah, na na na.
[CUSTOMER][POSITIVE] Alrighty, it looks like I'm in there.
[AGENT][POSITIVE] Awesome. So what you've got, um, just to kinda help you, you do have the hospital indemnity policy, you've got the um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Life, dental, and accident policies as well. If you want to review your policy benefits once you're in, just click on that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it will download your policy certificate. Mhm.
[CUSTOMER][NEUTRAL] Mhm, and it'll tell.
[CUSTOMER][POSITIVE] That's great. Is there any way that it is a list of people that accept my insurance or is that something I'm gonna have to kind of find out on my own?
[AGENT][NEUTRAL] Mhm. So with your medical policy, it does participate in the multi-plan network. Now for processing claims, it is not required that you go to an in-network provider. We will pay claims. We pay both in and out of network benefits. Now if you can't, if you can locate a multi plan provider by contacting multi plan and that's listed on your card, you can print cards from the uh portal as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there is a phone number and a website to locate a provider in your area for multiplan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you do go to a multi plan provider you could receive a discounted rate. They have a contract with multi plan and they can only um charge with the contract amount states but it doesn't affect our processing of the claims. Now the same thing with dental, it participates in the Carrington PPO network but again network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's not required for processing claims.
[AGENT][NEUTRAL] And on your dental card, there's a number or you can go to [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Um, to locate a provider in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well that sounds great.
[AGENT][NEUTRAL] What
[CUSTOMER][POSITIVE] And I thank you for all your assistance today.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you, Mr. [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, ma'am, that was all I needed.
[AGENT][POSITIVE] Oh, let us know if we can be of further assistance. Never hesitate to give us a call and thank you, Mr. [PII], for calling EPL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you as well. I hope you do as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.