AccountId: 011433970860
ContactId: cab3bf44-219f-4037-a225-2385d7e9b1fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574809 ms
Total Talk Time (AGENT): 306843 ms
Total Talk Time (CUSTOMER): 167290 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/cab3bf44-219f-4037-a225-2385d7e9b1fc_20250519T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII]. I'm a PNH driver, um.
[CUSTOMER][NEUTRAL] I have my spouse on the phone and she needed some um information of my um policy number.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Of my coverage?
[AGENT][NEUTRAL] OK, um, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, let me give her my Paris just in case you start driving [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Oh, OK, sorry.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Um, hold on, let me see, uh, the policy number is 02514853.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your address?
[AGENT][NEUTRAL] And phone number.
[CUSTOMER][NEUTRAL] Um, up under the policy, uh, my phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you say his address is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] What information are we looking for?
[CUSTOMER][NEUTRAL] OK, one trying to get them a dental appoint uh a dental appointment. So is the, do they have PPO? Is it PPO? I need the group number and um, the group of the member number so that they can be able to um go to the um dental so she was telling me that I would need to know whether it's PPO who's the carrier and the group number.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Let me get the group number for you.
[AGENT][NEUTRAL] Do you have a pen and paper?
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, the group number is 19205.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can't remember everything you're saying, but um you do have dental insurance through us, APL.
[CUSTOMER][NEUTRAL] Is the
[AGENT][NEUTRAL] Um, if you would like, you can also go on our website if you're looking for a provider and you go through the Carrington network. Now what that means is if you use a dental provider within that Carrington network on top of your benefits that you already have through us, you should be able to get a special discounted rate as well if you use that Carrington network and you can find a dental provider on our website.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] So, OK, so the, so wait a minute, wait a minute, so the carrier.
[CUSTOMER][NEUTRAL] I you guys which is APL and which is which is APL now what is um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is do they have PPO?
[AGENT][NEUTRAL] Let me check on that for you.
[AGENT][NEUTRAL] Because I don't believe so, but I'm gonna double check that for you based off of.
[AGENT][NEUTRAL] Who you have
[CUSTOMER][POSITIVE] Yes yes I am.
[AGENT][NEUTRAL] And I have, um, looking at your policy, I have had calls before where dental providers when you tell them that you have APL they'll say that they don't take APL but they take Carrington.
[AGENT][NEUTRAL] Which um and if that's the they will say that they take a they don't take APL but they take Carrington you are through Carrington so I would give them.
[CUSTOMER][NEUTRAL] They take who?
[AGENT][NEUTRAL] When you make a call, um, give them your policy number and they typically before your appointment will precheck you through us, um, if you just give them your policy number.
[CUSTOMER][NEUTRAL] Yeah, because that's what they telling me before.
[AGENT][NEUTRAL] Yeah and it gets really confusing so if they take Carrington they do take APL. I think uh some providers get confused because it's American public life. They feel like it's life insurance. You do have dental insurance through us, um, and if they, they correct that, just say you use the Carrington network, uh, if they take Carrington.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And um give them your policy number and just ask them to pre check with us before your appointment um they typically do that anyways but I would just go ahead and verify for them to contact us and get your eligibility.
[AGENT][NEUTRAL] Um, and if they decide that they don't want to file a claim with us, um, you have the ability to file the claim and you will get paid, um, if it is services within your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if they won't send in a claim on your behalf, you can send in that claim. As long as it's something that is covered through your dental insurance or on your policy, you can always file the claim should they decide they don't want to, but you are through Carrington. That's just the network. I know that sounds super confusing, um, but I think a lot of them think that APL is just life insurance and it's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so Carrington is the network, um, so I got the group number. I have the network which is I'm gonna say Carrington, and what is the policy number?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Your policy number is the one he gave me 02514.
[CUSTOMER][NEUTRAL] I couldn't hear you. Say that one more time.
[AGENT][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] Start from the beginning, please.
[AGENT][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 14.
[AGENT][NEUTRAL] 853.
[AGENT][NEUTRAL] It might say policy certification number on your card, so it's the same thing.
[CUSTOMER][NEUTRAL] OK, so 021.
[CUSTOMER][NEUTRAL] OK, got you. OK, OK, um, and you say it's not PPO?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So what is it?
[AGENT][NEUTRAL] So it's just dental insurance that we use through the [PII] Network.
[AGENT][NEUTRAL] There is no specific network it's just go through [PII].
[CUSTOMER][NEUTRAL] OK, so how, how, oh see.
[CUSTOMER][POSITIVE] OK, alright, uh, well I think that that'll be it for us, um, I thank you so much.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You're welcome and like I said, if you do need to look for a dental um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] For a dental provider you can go on our website and go to um providers it'll say on the top go to providers and then through there if you scroll down about.
[AGENT][NEUTRAL] Halfway you'll see.
[CUSTOMER][NEUTRAL] Paris, write the information down.
[CUSTOMER][NEUTRAL] Still there.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I was just telling her how to find a provider.
[AGENT][NEUTRAL] A dental provider. So if you go on our website [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you scroll all the way down.
[AGENT][NEUTRAL] It'll say provider resources.
[AGENT][NEUTRAL] And then you'll see a little magnifying glass with the tooth and it'll say Carrington Dental provider search and you'll click on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you can search for dental providers through your network.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there are um
[AGENT][NEUTRAL] You'll want to look at what it's providing you because you can search, uh, expand your search for pediatrics, general dentistry, um, a lot of people sometimes it goes straight to pediatrics and they wonder why they can only see uh children's network or children's dental offices. So you'll just want to um expand your search to general dentistry if that's what you're looking for. So just be sure to check that whenever you're looking providers, but you can find all of that on our website as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] All right, thank you very much I really appreciate it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Any time is there anything else I can help you guys with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright, you do the same.
[AGENT][NEUTRAL] Alright bye.