AccountId: 011433970860
ContactId: d92ff184-f2dc-4016-ae13-0bfe26c89772
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606780 ms
Total Talk Time (AGENT): 191651 ms
Total Talk Time (CUSTOMER): 312714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d92ff184-f2dc-4016-ae13-0bfe26c89772_20250102T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], good morning.
[CUSTOMER][NEUTRAL] Um, I'm, I'm on the line with, with one of my, uh, my agent, my insurance agent. She would like some information about APL cause she's asking me some questions and I, I'm not, I'm not fully, um, can provide her with the information that she needed. So she, she, she wanna speak with you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and before we add her to the call [PII], may I have your policy number and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Policy number 02339016.
[CUSTOMER][NEUTRAL] Uh my uh telephone number [PII].
[AGENT][NEUTRAL] Thank you. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your mailing address? OK. I'm sorry.
[CUSTOMER][NEUTRAL] Uh my email address
[CUSTOMER][NEUTRAL] My, my mailing address is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And my email address is just [PII].
[AGENT][NEUTRAL] OK, um, this one looks like your work email and then you can add her once we verify. I'm sorry, your personal email.
[CUSTOMER][NEUTRAL] OK, which one do you want? All Nation all the transport?
[AGENT][POSITIVE] Yes, that's what's on here. Thank you, and you can add her to the call.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yes sir, yes sir, I'm here. Uh, are you here? Yes, I am.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yeah, she, she's on the phone now.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. Um, Mr. [PII] was telling me that you
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing well, doing well. Um, I was asking, um, Mr. [PII] was, um, asking about his dental coverage, you know, looking for, uh, additional dental coverage, and I was asking him what plan did he have now and what type of benefits did he have on his plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and where can we find it on the internet if we go to look up his, uh, his benefits, where can we find that on the, on the internet?
[AGENT][NEUTRAL] OK, um, so the policy is on the, is through, um,
[AGENT][NEUTRAL] APL Carrington, um, the benefits itself, you can't find them online, but I can fax it to you, the fax back if you'd like. Um, it's on a calendar year maximum deductible plan. Um, he has preventative, basic, and major coverage. Um, there's no waiting period because he's had the policy since [PII]. The waiting period is only 12. 0.
[AGENT][NEUTRAL] Yeah, the waiting period is only 12 months, so [PII], he fulfilled that.
[AGENT][POSITIVE] Um, but I can definitely send you a copy of the fax back with all the benefits and the coverage.
[CUSTOMER][NEUTRAL] Are you able to email it?
[AGENT][NEUTRAL] I can't email.
[CUSTOMER][NEUTRAL] Can't email. [PII] and we still can't email. Wonderful. Um, uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What, how much is the coverage do they have?
[AGENT][NEUTRAL] So for the calendar year, it's $1500.
[CUSTOMER][NEUTRAL] Per person?
[AGENT][NEUTRAL] There's a, uh, per person. There's a $50 deductible per person up to $150 per family.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The deductible isn't applied to preventative.
[CUSTOMER][NEUTRAL] OK, it's preventative 0?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, no. Preventative is covered, what you mean for the deductible?
[CUSTOMER][NEUTRAL] Uh, no, uh, is all the preventative services zero co-pay? I mean 0,
[CUSTOMER][NEUTRAL] Like you have a 0 for preventive then 80% for basics and then 50% for majors.
[AGENT][NEUTRAL] Like percentage?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, preventative is at 100%?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Radiographs and FMX, um, expenses, basic expenses and basic restorative are all at 80%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Major expenses are at 40% and that includes endodontic, periodontic, prosodontic, and oral surgery expenses.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] 40%, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Pro fees are covered. OK, go ahead.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So he pays 60% for major.
[AGENT][NEUTRAL] If he doesn't have any other insurance.
[CUSTOMER][NEUTRAL] OK, and you will coordinate with other plans?
[AGENT][NEUTRAL] Um, there's no coordination of benefits for our policy. We'll process it as we receive it.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] All right, so, got you.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And then it's 1500 per person.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And $50 deductible per person up to $150.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Gotcha. And you said for major he got perdontics and odonics.
[AGENT][NEUTRAL] Prosodontic and oral surgery.
[CUSTOMER][NEUTRAL] An oral oral surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and yeah, cause I was looking on the internet and I saw everything else but dental. I saw the accident, hospital indemnity, cancer, and all of that, but no dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh, he was, he wasn't, what was his premium, you know what his premium for that monthly premium is?
[AGENT][NEUTRAL] As in the amount that he pays for his insurance?
[CUSTOMER][NEUTRAL] Per month, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, $64.
[CUSTOMER][NEUTRAL] It's $64 a month?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Got you.
[CUSTOMER][NEUTRAL] OK, Mr. [PII], you heard that? Yeah, that's what they're taking out for dental and um is it a separate vision plan that you have?
[AGENT][NEUTRAL] Um, APL, oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I, and I think I get the information from, from.
[CUSTOMER][NEUTRAL] From APL is, is that, I think I got the information from APL about the, the vision.
[AGENT][NEUTRAL] Um, APL doesn't provide vision insurance, so that.
[CUSTOMER][NEUTRAL] What how much you.
[CUSTOMER][NEUTRAL] I know, I know, I know, but it's kind of linked.
[CUSTOMER][NEUTRAL] It's kind of link where I, I didn't know who was um.
[CUSTOMER][NEUTRAL] When I need to go see the, the, the, the, the, the eye doctor, I think you was one of you guys was gave me the number to, to call for the vision because I couldn't pull it up. No, I, I think it was a different number I called. So let me get this straight so you offer dental but you don't offer vision.
[AGENT][NEUTRAL] Right, we do not offer vision.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] So his employer has a different vendor for their vision insurance.
[CUSTOMER][NEUTRAL] Yeah, I would have to call my employer. You're right, and, and then get the number for the for for the vision. So I'm looking for, I'm looking for the for the card. I, I think I gave it to my wife, but she can't for me, but only yeah.
[CUSTOMER][NEUTRAL] OK, so it's a separate division plan. I got you. I understand now. OK, alright, sounds good.
[CUSTOMER][POSITIVE] But I could get it though. I could get the number and and and get in touch with them.
[CUSTOMER][NEUTRAL] If you if you if you if you need if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] No, I think that's, uh, no, uh, there's no way, uh, um.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Uh, I'm trying to think, have you faxed that when can you fax it?
[AGENT][NEUTRAL] You said where or when?
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] I can fax it to you now if you like.
[CUSTOMER][NEUTRAL] Yeah, if you could, could you?
[AGENT][NEUTRAL] OK, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Um, it's, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should I put attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now it was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, so I have faxed that over to you. You should be receiving that shortly. Um, hold on.
[AGENT][NEUTRAL] Alright, and it just sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's it. Uh, uh, Mr. [PII], do you have any other, anything else? No, no, as long as you get all the information you needed, I'm fine.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and happy New Year.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright thank you thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes, it's OK that's so oh does that.