AccountId: 011433970860
ContactId: 054ac0ad-ea6a-4cef-b12a-90fd19e17b13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 874409 ms
Total Talk Time (AGENT): 238636 ms
Total Talk Time (CUSTOMER): 421122 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/054ac0ad-ea6a-4cef-b12a-90fd19e17b13_20250523T19:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I'm uh trying to, I'm online. I'm looking at this website and I don't see a lot of information other than claim forms.
[CUSTOMER][NEUTRAL] And contact information but where's the.
[CUSTOMER][NEUTRAL] The, uh, the ID cards and that kind of stuff.
[AGENT][NEUTRAL] Um, are you on our [PII] or the [PII]?
[CUSTOMER][NEUTRAL] Uh, it says a [PII]. I don't know if it's secured or not.
[AGENT][NEUTRAL] OK, so there's there's two different sites. There's [PII] and then there's secured. [PII].
[AGENT][NEUTRAL] That's where you, you can log in and and look at your ID card. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEGATIVE] If I can get back, uh, yeah, this is really poorly done web page.
[CUSTOMER][NEUTRAL] OK, so let me see here if I can get back.
[CUSTOMER][NEGATIVE] Claim status, oh shit.
[AGENT][NEUTRAL] I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Solutions.
[CUSTOMER][NEUTRAL] Uh, last name is [PII]. Social is [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull up your policy.
[CUSTOMER][NEGATIVE] So I'm on the wrong website, huh.
[AGENT][NEUTRAL] Well, we have a general website that doesn't have any customer specific information and then we have a website where you can log in and look at your specific claims, your specific policy information.
[CUSTOMER][NEUTRAL] Well, it, it did show an account number, but it didn't show much more than that.
[AGENT][NEUTRAL] OK. What's your date of birth?
[CUSTOMER][NEGATIVE] And now I can't find that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address for me?
[CUSTOMER][NEUTRAL] Uh, let's see, well, I think I used that.
[CUSTOMER][NEUTRAL] Yeah I think I used the PO the mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and then lastly I just need your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you needing a copy of your dental card? Is that what you're needing?
[CUSTOMER][NEUTRAL] Yeah, cause I've had this thing a while and the dentist keeps saying that.
[CUSTOMER][NEGATIVE] They can't verify my uh dental status uh my uh account status and so they keep dropping this account.
[CUSTOMER][NEUTRAL] And so I'm trying to.
[CUSTOMER][NEUTRAL] Find out why they can't seem to
[CUSTOMER][NEUTRAL] And uh, at least they say they can't seem to, uh.
[CUSTOMER][NEUTRAL] To to to verify the, the dental account.
[AGENT][NEUTRAL] Um, let me see if we've gotten any calls.
[AGENT][NEUTRAL] Um, we note everyone who calls in, um.
[AGENT][NEUTRAL] I don't show that anyone's ever.
[CUSTOMER][NEUTRAL] Well this has been more.
[CUSTOMER][NEUTRAL] This has been a long time ago.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And so they say that they they can't reach anybody.
[CUSTOMER][NEUTRAL] So if you can email that to me, I can send it on to them.
[AGENT][NEUTRAL] Yeah, I'll, I'll email that over, um, and just to verify again, it's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll send over a copy of your ID card and then is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK, so I'm looking at [PII].
[CUSTOMER][NEUTRAL] What am I doing wrong?
[AGENT][POSITIVE] It's, it's secured.
[CUSTOMER][NEUTRAL] this is the website that the
[CUSTOMER][NEUTRAL] Broker gave me
[AGENT][NEUTRAL] Yeah, the, the website that has
[CUSTOMER][NEUTRAL] Oh, I know what you're saying about Secure, but what I, what am I, is there a different website?
[AGENT][NEUTRAL] So there's there's two different websites. One website address is [PII]. The other website that has your specific information is secured. [PII].
[CUSTOMER][NEUTRAL] Oh, OK. The word [PII] is in the front no with no [PII] or anything like that, just one word.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, no, it is [PII].
[CUSTOMER][NEUTRAL] Oh, OK, there we go, alright.
[CUSTOMER][NEUTRAL] Alright, so we got that.
[AGENT][NEUTRAL] Yes, that's where your policy certificate that shows what's covered under your policy is and your ID card, but um like I said, I can email this over to you. Um, it just take me a few minutes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I wanna make sure that my dentist gets that.
[CUSTOMER][NEUTRAL] I mean, I want to make sure that I can log in.
[CUSTOMER][NEUTRAL] And follow up.
[AGENT][NEUTRAL] Yeah, I, I show you.
[AGENT][NEUTRAL] I show that you've created an account, um.
[AGENT][NEUTRAL] Do you have your, you have your user?
[CUSTOMER][NEUTRAL] Mhm, secured with the ED, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Am [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] You have to log in from a laptop or desktop. It can't be on your phone.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Well that's no good.
[AGENT][NEUTRAL] Yeah, we're actually updating our site next week, um, and then we'll have mobile capabilities, but right at the moment until [PII].
[CUSTOMER][NEUTRAL] Well, it shows it. I'm looking right at it.
[AGENT][NEUTRAL] Oh, OK. They must have already uh got that working.
[CUSTOMER][NEUTRAL] Well, no, well you know that on your phone it says you can get uh what they call it.
[CUSTOMER][NEUTRAL] Uh, desktop type, uh.
[CUSTOMER][NEUTRAL] Yeah well I forget what they call it, but you can, you can set your phone to do to collect des desktop type, uh, websites.
[AGENT][NEUTRAL] Oh, OK. Yeah.
[AGENT][NEUTRAL] OK, um, and then I'm emailing over your card, so, um, let me get that done.
[AGENT][NEUTRAL] Were you able to get into the site?
[CUSTOMER][NEUTRAL] Alright, let's see here, new text message. Hello [PII]. You can receive claim status updates.
[CUSTOMER][NEUTRAL] Via text messages from American public life.
[CUSTOMER][NEGATIVE] Enter your 10 digit phone number. I tried that before. It didn't work. I'll try it again.
[CUSTOMER][NEUTRAL] It was on that other website.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm trying to verify.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, so, uh, confirm with the, uh,
[CUSTOMER][NEUTRAL] Code
[CUSTOMER][NEUTRAL] Yeah, this is a different website for sure.
[AGENT][NEUTRAL] Yeah, we've done some.
[CUSTOMER][NEUTRAL] Uh, so.
[CUSTOMER][NEUTRAL] Set up your direct deposit. Well, we're gonna skip that.
[CUSTOMER][NEUTRAL] Why would I need a direct deposit?
[AGENT][NEUTRAL] Uh, that's just in case we ever reimburse you for a claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That brings up another question.
[CUSTOMER][NEUTRAL] Uh, I was trying to use this.
[CUSTOMER][NEUTRAL] All last year and most I think.
[CUSTOMER][NEUTRAL] I don't remember when I got this at least the first part of this year. I ended up paying $800 for a dental fee. They say that.
[CUSTOMER][NEGATIVE] It wasn't covered.
[CUSTOMER][NEGATIVE] And so I was forced to pay cash.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I kept trying to talk to my employer to find out why I couldn't get.
[CUSTOMER][NEUTRAL] Uh, information get online with this thing. I kept going to that [PII] number and finally I got the broker, I guess he was sick or something because some child answered that phone.
[CUSTOMER][POSITIVE] But, uh, finally I got in touch with him.
[CUSTOMER][POSITIVE] And he uh gave me the right phone number and website.
[CUSTOMER][NEUTRAL] Um, but yeah, the, uh.
[CUSTOMER][NEUTRAL] OK, so now this, this is the secured website and it's got the policy number and the effective date.
[CUSTOMER][NEUTRAL] But it, and it says a sample of the.
[CUSTOMER][NEUTRAL] Dental car.
[CUSTOMER][NEUTRAL] Oh wait a minute, there's a
[CUSTOMER][NEGATIVE] OK, so it's downloading, and it says oops, there's an error.
[CUSTOMER][NEUTRAL] So that was with the acrobat.
[CUSTOMER][NEUTRAL] Uh, reader.
[CUSTOMER][NEUTRAL] A hyperlink and it just went into
[CUSTOMER][NEUTRAL] A, uh, oops.
[CUSTOMER][NEUTRAL] Group voluntary dental available ID cards.
[CUSTOMER][NEUTRAL] And when I hit the
[CUSTOMER][NEUTRAL] Acrobat reader, uh, hyperlink.
[CUSTOMER][MIXED] Starting download, OK, maybe it worked this time.
[CUSTOMER][NEUTRAL] And there it is.
[AGENT][NEUTRAL] Um, I also emailed one over.
[CUSTOMER][NEUTRAL] I'll be done. I
[CUSTOMER][NEUTRAL] Yeah, you know what? I think I had this and I threw it away.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] I thought it was junk mail.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Don't throw it away.
[CUSTOMER][NEGATIVE] I, I get so much crap and I just, you know.
[AGENT][NEUTRAL] I understand, yeah.
[CUSTOMER][NEUTRAL] But alright, so now I'm online. I'm on the website. I've download my cards and plus you sent the cards. I've uploaded them to my cloud so that I don't get get into this again.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And so now we're good and so now how do I file for those uh I'm gonna get the information from my dentist and find out exactly what dates those were and so then I go to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What exactly do I do?
[AGENT][NEUTRAL] Um, you, you, you, on that same website, you can upload your documents, so upload files.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] It should be like a dashboard and then you can upload.
[CUSTOMER][NEUTRAL] OK, so we
[CUSTOMER][NEUTRAL] OK, it says upload files, so then I take a picture and upload it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then what happens?
[AGENT][NEUTRAL] It'll go through into our system.
[CUSTOMER][NEUTRAL] That's that's it.
[AGENT][NEUTRAL] Yeah, we'll enter them into our system and then if they're, you know, we have all the required information, we'll get those processed according to your plan policy.
[CUSTOMER][NEUTRAL] I don't need to do anything else, just upload the, the receipt, so.
[AGENT][NEUTRAL] Well, we'll need the
[CUSTOMER][NEUTRAL] Image of the receipt, right?
[AGENT][NEUTRAL] We'll need the claim form from your dentist, so you will need to get that. We can't just go off your bill charges because we have to see what kind of services you had done.
[AGENT][NEUTRAL] So there should be like coding like did you get like a cleaning or cavities or whatever you had done, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, this main thing was a uh was a cap. That's what cost the money.
[AGENT][NEUTRAL] OK, like a crown, OK.
[CUSTOMER][NEUTRAL] So much.
[CUSTOMER][NEUTRAL] A crown, right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so I think that's what kicked it up to like 800 and something back.
[CUSTOMER][NEUTRAL] And, uh, so, uh, I'm not sure when it was, now it's been a while.
[CUSTOMER][NEUTRAL] Uh, so I'll get that information and upload it.
[CUSTOMER][NEUTRAL] And uh oh wait a minute you said there's a claim form their claim form, not your claim form.
[AGENT][NEUTRAL] Correct. You'd want to contact the dentist and see if they can give you the claim for the services you had rendered.
[CUSTOMER][NEUTRAL] OK, so I know that there's a claim form on here too, isn't there?
[AGENT][NEUTRAL] Yeah, and you don't have to fill, no, yeah, you don't need to fill that one out, but I will tell you, it looks like um looking at your policy, uh, and this is not a guarantee of payment, it's a basic outline of your policy. Your effective date is [PII] for this policy. There is a 12 month waiting period for major expenses, which includes crowns.
[CUSTOMER][NEUTRAL] Service from dentist.
[AGENT][NEUTRAL] So you can't get any services rendered for at least 12 months. So if you had a crown,
[CUSTOMER][NEUTRAL] From, uh, so that was [PII], right?
[AGENT][NEUTRAL] No, [PII]. I've got your effective date is [PII].