AccountId: 011433970860
ContactId: e2c45f3c-b6de-4aba-9e0c-4613ae71722c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449149 ms
Total Talk Time (AGENT): 237915 ms
Total Talk Time (CUSTOMER): 148198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e2c45f3c-b6de-4aba-9e0c-4613ae71722c_20250225T21:15_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] Hi, [PII], um,
[CUSTOMER][NEUTRAL] I have a policy with you guys, but um I don't know which um dental providers are in service. So I was hoping you could give me a recommendation for a dentist. That way I know I'm going to one that's covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're trying to get information regarding a dental provider, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, well I can help you and partially anyway. What I'll need to do first is to pull up your policy information and verify several things with you for security and also to see exactly what type of plan you have with us. So, uh, who am I speaking with please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII]. It's [PII]
[AGENT][POSITIVE] OK, thank you. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] For dental, 255-67007.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify, excuse me, your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and also your home mailing address, please?
[CUSTOMER][NEUTRAL] [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 that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yup.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. Now, Miss [PII], when you received your ID cards from APL, did you set up your profile yet in our online service center so that you can have access to your ID cards and all of that policy information online as well?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I didn't get a physical card, but I got something in my Gmail, and it took me to a portal with the um benefits in a card website. However,
[AGENT][NEUTRAL] Oh, that's benefits and uh-huh.
[CUSTOMER][NEUTRAL] OK. Yeah. Um, however, everything on there, it was like blank. Like I tried to go to uh my benefits and it didn't list anything. Um, I think, I don't remember even seeing my policy number on there. Um, I got my policy number.
[AGENT][NEUTRAL] Let me look and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we mailed ID cards to you back in October. We from APL mailed them in the mail.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] [PII], but they would not have come benefits in a card is the company you enrolled with, and they may have probably did send you some type of email, but we actually mailed your ID cards to you. Now I can request, let me just double check a couple of things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm hey hey, I'm on the phone.
[AGENT][NEUTRAL] OK, so I can request other ID cards be mailed to you. I'm also going to email you our user guide for the APL portal, Miss [PII]. It's called the online service center.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][NEUTRAL] And this user guide will explain how to set up your profile. You will have access to your ID cards, your policy information is in the portal and you will also have access to claims that we received for you, OK? The email that I'm gonna send to you is going to come from care team at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put APL online service center in your subject line so that's easy for you to recognize.
[AGENT][NEUTRAL] And I just sent that so you should have that in just a moment with that attachment.
[CUSTOMER][POSITIVE] Awesome, thank you.
[AGENT][NEUTRAL] Now, for your coverage, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The network provider company for your dental plan is actually Carrington.
[AGENT][NEUTRAL] And they're in from Carrington. Uh-huh. That's who you would contact regarding provider questions.
[CUSTOMER][NEUTRAL] Carrington.
[AGENT][POSITIVE] Now, I can give you their phone number. I can also connect you to them and their phone number is also on your APL ID card in the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mhm, yes ma'am, and I will be happy to transfer you now they do also have a website.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And I believe that's [PII].
[AGENT][NEUTRAL] That you may want to check as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So would you like for me to connect you over to Carrington?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Or do you want to, you would? OK, well, I'll be happy to do that. Uh, do you have any other questions for me before I do?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I don't think so. I got that email you sent me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] And like I said, I'm also ordering that your ID cards be mailed. It does take about 10 business days for those to be received, but they should come in an envelope that would be labeled APL.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right, cool. Thank you so much. Um.
[AGENT][POSITIVE] Well, you are certainly very welcome.
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] My, so I, I click that link in the APL thing.
[CUSTOMER][NEUTRAL] And um I need to create a new account with uh that service, right? OK, alright.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] That is correct. You would, you, you will have to set up as a new user, uh huh.
[CUSTOMER][NEUTRAL] OK, cool. Um, then, uh,
[AGENT][NEUTRAL] OK, and just
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Um.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][POSITIVE] If you could uh connect me to Carrington, that would be awesome.
[AGENT][POSITIVE] I would be happy to do that. So again, if that is all I can help you with at the moment, thank you for calling APL, Miss [PII], and I hope that you have a nice evening.
[CUSTOMER][POSITIVE] You too. Have a good one.
[AGENT][POSITIVE] Yes, ma'am, thank you. So one moment, please.