AccountId: 011433970860
ContactId: d98f989c-8875-4e34-a903-a8d01c687522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304140 ms
Total Talk Time (AGENT): 187294 ms
Total Talk Time (CUSTOMER): 81599 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/d98f989c-8875-4e34-a903-a8d01c687522_20250401T20:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing today?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] I'm OK. Um, I just wanna know if you guys covered, uh, [PII] for a dentist.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you're trying to find out if your provider is covered or in-network.
[CUSTOMER][NEUTRAL] Yeah, you, if you guys, like, yeah, yeah, yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, yes sir, well I can help you as far as um I'll need to pull your policy information up there, but I can help you with this. Who am I speaking with first off?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Yeah, my policy number.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 02604676
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Give me a moment please to get your information pulled up.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] Once I can see the verify some information with you first off for security and then once I can see the type of policy you have I'll be able to direct you better as to who you would need to speak to regarding um your provider, OK? So just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, um, first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me so again that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright Mr. [PII], so I see that the policy that you have with APL is through your employment with Manan Incorporated, is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, so the company that you will need to speak to, which I can give you their phone number and I can also connect you, is Carrington. Carrington is the network provider company who would be able to verify if he is in the Carrington network or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Sure. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] A correct, yes sir, that is correct and I again I can connect you with them now. Have you received your ID cards from APL? OK, so it talks about.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just got an emailed to me in a PDF.
[AGENT][NEUTRAL] Oh, OK. So you should be receiving them in the mail also. And then,
[AGENT][NEUTRAL] I don't know if the email that was sent to you was sent by APO or if it was sent from benefits and a card.
[AGENT][NEUTRAL] But with APL.
[CUSTOMER][NEUTRAL] It was sent from benefits.
[AGENT][NEUTRAL] Benefits in a card. OK, so we have a portal also, Mr. [PII], where you can set up your profile in our online service center.
[AGENT][NEUTRAL] And you can have access to your ID cards, your policy information, and also claims information. I will email you the user guide.
[AGENT][NEUTRAL] For that portal they'll give you the instructions on how to set it up and the different things you can do once you've gotten that set up. The email that I will send to you about that will come from [PII].
[AGENT][NEUTRAL] And I will put a PL in your subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is there anything else? I am. Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] All right, so you're gonna transfer me over to [PII], so yeah, I just need to know if this doctor's uh in network or not.
[AGENT][POSITIVE] OK, well I'll be happy to connect you with them. Is there anything else I could help you with first before I do?
[CUSTOMER][POSITIVE] No, no, sounds good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well thank you very much then for calling APL and I hope that you have a very nice rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Uh, you're welcome and thank you as well. So one moment, please.