AccountId: 011433970860
ContactId: ffc44134-0689-49a0-888e-6d9e703fe0cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218550 ms
Total Talk Time (AGENT): 112158 ms
Total Talk Time (CUSTOMER): 67379 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ffc44134-0689-49a0-888e-6d9e703fe0cc_20250203T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] This APL plan that I've got says group voluntary dental, is this also my medical card?
[AGENT][NEUTRAL] Uh, no, if it just says dental, that would just be for dental.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Because I'm, I'm, I'm, I've been paying for medical, dental and vision out of my check and all I have is a dental card, a vision card, and I can't go and.
[CUSTOMER][NEUTRAL] Get my yearly done and get my meds done for the next 6 months because I don't have uh proof of my insurance on a card.
[AGENT][POSITIVE] OK, I'm happy to take a look for you. Do you have the dental policy number? I can try and find out with that.
[CUSTOMER][NEUTRAL] I do it's 02.
[CUSTOMER][NEUTRAL] 540053
[AGENT][POSITIVE] Thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And can I get your first and last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII] and then I'll need your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I have a new address which is [PII].
[CUSTOMER][NEUTRAL] County Road 27.
[CUSTOMER][NEUTRAL] Lewisville, Alabama.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. The email address we have on file is [PII]. Is that still a good email for you?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so what I can do is email you a card immediately that way you have that and you can use it right away and then I'll put in a request to have one mailed to you also to your home address.
[CUSTOMER][NEUTRAL] OK, and then who do I talk to about finding out?
[CUSTOMER][NEUTRAL] Uh, how do I find out what doctor takes this kind of coverage in my area?
[AGENT][NEUTRAL] So with the limited benefit, the hospital indemnity plan that you have, there is no network required for usage. Um, you should be able to go see if you have like a previous provider that you like, uh, they should be able to take the insurance. This will just pay a set amount depending upon what you're being seen for. So for like office visits, if you're going to a physician for just a regular checkup.
[AGENT][NEUTRAL] Um, it pays just a set amount towards your office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, I is, is there, is there a way that I can uh get uh some kind of information that tells me deductibles and stuff like that?
[AGENT][NEUTRAL] Yeah, absolutely, you shouldn't have let me see if I let's see if it's on here. OK, yeah, so, um, let me email I'm, I'm emailing you this card right now, um, and then right after that if you'd like, um, I can email you the actual policy certificate that actually will give you a full breakdown on exactly uh what the benefits plan is gonna pay towards each thing if you'd like that also.
[CUSTOMER][POSITIVE] That sounds great I appreciate it.
[AGENT][POSITIVE] Yeah, absolutely. Anything else I can do for you sir?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right, thank you, Mr. [PII] for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye-bye.