AccountId: 011433970860
ContactId: 05d22c9d-e8a5-40dc-9ca2-d40d1092d330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374130 ms
Total Talk Time (AGENT): 121018 ms
Total Talk Time (CUSTOMER): 191335 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/05d22c9d-e8a5-40dc-9ca2-d40d1092d330_20250207T20:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, good afternoon. My name is [PII]. I'm the director of human resources for Coral Springs Improvement District. Um, I, I'm, I'm not in my office, so I can't give you our group number. Maybe you can look it up. Um, I just had a question about what if something was covered, um, with our gap insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. What's the name of the group, you mean?
[CUSTOMER][NEUTRAL] It's Coral Springs Improvement District.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] [PII], what's your email address?
[CUSTOMER][NEUTRAL] Mine is uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and if you can verify the
[AGENT][NEUTRAL] Address for this group for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I should be listed as the every the plan admin and everything the contact and everything. I just don't, I didn't, I don't bring my laptop home and I, it's actually a question about me because I'm, I'm new to the district, but uh so I just, I'm I just need a question answer for myself actually.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Absolutely. Let me, let me do 2 more checkpoints, um, verify the, the, um, the group phone number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh God, I don't give you [PII].
[AGENT][NEUTRAL] That is it.
[CUSTOMER][NEGATIVE] I, I, yeah, that's my direct line and I don't even know it to be honest with you.
[AGENT][NEUTRAL] OK, yeah, there are just so you know there is certain doc uh information that we need to verify whenever a group admin call. OK, OK, one including the group number.
[CUSTOMER][NEUTRAL] Yeah, that's fine that's yeah that's fine. I understand.
[AGENT][POSITIVE] OK, and so how can we help you today?
[CUSTOMER][NEUTRAL] So let me ask you something, so, um.
[CUSTOMER][NEUTRAL] We'll cover it, will I be able to use the like the gap coverage we have 1000 or I have 1000 on um.
[CUSTOMER][NEUTRAL] For like um an X-ray for like getting wisdom teeth cut out for an oral surgeon for like a consult if that's needed.
[AGENT][NEUTRAL] Um, who would be performing because this is a medical policy.
[CUSTOMER][NEUTRAL] Yes, yeah, yeah, I know, I know.
[AGENT][NEUTRAL] So, so that's a dental.
[AGENT][NEUTRAL] Yeah, I know it'll be like a surgical removal.
[CUSTOMER][NEUTRAL] Yes, yeah, I, it's through an oral surgeon, yeah, I'd always, I'd always, I always make everyone bill through medical because it's to be it's medical, um, it, it's through an or or an oral surgeon, yeah, it's not a, not getting pulled at a dentist or anything. They're gonna get removed. My, it's actually my, my youngest son, he's soon to be 21, but he's, uh, he's been in a lot of, he's, he's saying they're really, really coming through and bugging them and.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Correct, correct.
[AGENT][NEGATIVE] Oh, is it his wisdom, his wisdom teeth? Yeah, those are painful.
[CUSTOMER][NEUTRAL] So I was trying to get them into, yes, yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So I was trying to get him in. He's been bugging me and I just been so busy and so I'm trying to get in, so I'm like, well, I have gap insurance. Let me see if it's covered, which I thought it should be, but it, uh.
[AGENT][NEUTRAL] Um, [PII], I don't believe so. Give me a quick moment. I'm looking at the policy.
[CUSTOMER][NEUTRAL] I just wanted
[AGENT][NEUTRAL] I think if it's as a result of an accident.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Let's see, um, under the exclusion section number 15, it says dental or vision is excluded, including treatment, surgery, extractions, or X-rays, unless, um.
[AGENT][NEUTRAL] Resulting from an accident occurring while the coverage person's coverage is in force and if performed within 12 months of the date of the of the accident, so it's, it's as a result of an accident or due to uh a congenial or birth, you know, anomaly.
[AGENT][NEUTRAL] Of a newborn child.
[AGENT][NEUTRAL] So other than that, those two exceptions, it's not gonna be covered under this policy?
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That's, it's almost that's what it's really like a pre-existing that's that's pretty sad that it wouldn't cover something like that.
[AGENT][NEUTRAL] Yeah it's not preexisting at all it's just saying that if if you know he.
[CUSTOMER][NEUTRAL] Yeah, but I mean a wisdom teeth, yeah, I mean, but a wisdom teeth's not gonna be an accident, you know, I'm not arguing with you. I'm just, you know, wisdom teeth is not gonna be.
[AGENT][POSITIVE] Right. I know. You're just, right.
[CUSTOMER][NEGATIVE] But that's really the way that's worded that's not very.
[CUSTOMER][NEGATIVE] Not very user friendly so to speak.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, I figured I'd call and check.
[AGENT][NEUTRAL] OK. Does your major medical cover it?
[CUSTOMER][NEUTRAL] Well, I'm sure I'm, I'm well, any oral surgeon which should be covered by, by, by, by medical, but you know if there was any kind of co-pay, I was like, well I, that's why I have gap coverage to, to pay any kind of anything like that so.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK all right I figured I'd just call and ask. Alright, thank you so much.
[AGENT][NEUTRAL] OK, [PII]. Anything else?
[CUSTOMER][POSITIVE] Alright, that's it thank you.
[AGENT][POSITIVE] Oh, OK, thank you for calling APL. Have a good day.