AccountId: 011433970860
ContactId: 16ae1507-436e-451c-9907-1438abb1dbb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1188959 ms
Total Talk Time (AGENT): 341121 ms
Total Talk Time (CUSTOMER): 509410 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/16ae1507-436e-451c-9907-1438abb1dbb9_20250320T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I've got, um, some coverage with APL.
[CUSTOMER][NEUTRAL] And I was trying to figure out what all it would cover I've got um.
[CUSTOMER][NEUTRAL] Dental insurance and I wanted to know what it would cover. I've just had my teeth cleaned uh last week Wednesday and um.
[CUSTOMER][NEUTRAL] My my other insurance covered part of it, but there were some things that were left off, and I just need to know if uh APL or BIC would cover that.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. No, I don't have it on me. I have to go to print up my paperwork, but um, I'm an employee at MAU.
[AGENT][NEUTRAL] And what was your last name again? Was that [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh, it should be a hyphen, but some people just put the space. I'm not sure how it is in your computer. I know on my paycheck it's [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] See if I can pull it up.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Was your first name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And this is for your dental policy?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I did go in and print up a thing, but of course you know I wasn't sure what all it would cover.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said you had a cleaning, is that correct?
[CUSTOMER][NEUTRAL] Yes, I had, I had a cleaning. That's all it was like for my annual. I had a cleaning done last Wednesday and then they also did like an X-ray of my, my, I guess your teeth, your jawline and all that stuff, and what I was gonna find out also I see is Carrington though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The company that I would need to have them or is there a number that I can call count so I can get a card so I can give it to the dentist?
[CUSTOMER][NEUTRAL] Do they file
[AGENT][POSITIVE] Yeah, so Carrington will be, yeah, Carrington will be your network, so we don't require you to use Carrington, but you can definitely use that network because it's gonna give you discounts so I can give you a number for Carrington.
[CUSTOMER][NEUTRAL] And I could and would I be able to print up a benefit card so I can show to them my coverage.
[AGENT][NEUTRAL] Yeah, so we can help you with the benefit card. They, they, they're just the network, um, so I can help you with the card part.
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] OK great I appreciate that. OK, thank you so much.
[AGENT][NEUTRAL] Let's look at your benefits though first. Um, we'll go over that first.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] So just bear with me one moment.
[CUSTOMER][NEUTRAL] No, that's OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And [PII], can I verify a few pieces of information before we move forward?
[AGENT][NEUTRAL] Uh, could you provide your date of birth?
[CUSTOMER][NEUTRAL] Sure, I don't mind.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And then lastly, what is your email address?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, um, my email address, I'm not sure you might have the old one, but my, I've got a new address. I no longer use that [PII]. My new address is email is [PII]. So if you've got that road here, could you remove it please?
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Yeah, we've got the [PII], the one that you just gave me, so that's the right one, is that correct? OK.
[CUSTOMER][POSITIVE] OK great OK great uh huh.
[AGENT][POSITIVE] Good, OK, let's get into your benefits.
[CUSTOMER][NEUTRAL] OK, could you hold on one second please?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] No, that's OK. It's you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, they all the same color darkcos red.
[CUSTOMER][NEUTRAL] Just sign and gave it to me right.
[CUSTOMER][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] Almost the end of the month.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, yes ma'am, I'm here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, so.
[AGENT][NEUTRAL] For your benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have a calendar year maximum benefit of 500.
[AGENT][NEUTRAL] And then your preventative services, which is gonna be for your cleanings, um, there's no deductible, pays 100%.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then for so did you just have, do you know, did you just have like a bite wing X-ray or was it like a full mouth or a panoramic X-ray?
[CUSTOMER][NEUTRAL] I think, I think it was a full mouth because they did like both sides and then she had to like do those inserts into my mouth where they, they, I think I guess they do X-rays like when you bite down on it so they could see your teeth stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So the full amount that pays 80% after a $50 deductible and anything I quote today is not a guarantee of payment, it's just a basic outline of your policy. Um, let's see what the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Um, your bite wings looks like.
[AGENT][NEUTRAL] Let me see what that is.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Fight wings are preventative, so it's gonna pay 100%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So those are those ones where you just bite down on the little like on the side, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] And let me see what else.
[CUSTOMER][NEUTRAL] And then they just did the cleaning and the like the flossing and stuff and that was it.
[AGENT][NEUTRAL] OK, yeah, that will pay 100% up to that $500 max. Do you anticipate having any other benefits that you want, we wanna maybe go over?
[CUSTOMER][NEUTRAL] Um, no, oh, do, do, do I have anything when it comes to prescriptions?
[CUSTOMER][NEUTRAL] You see I've never used this before so this is the reason I've got all these questions so.
[AGENT][NEUTRAL] Uh, prescriptions
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, let's see, for prescriptions, no, this is a dental policy, so it's not gonna cover.
[AGENT][NEUTRAL] Prescriptions.
[CUSTOMER][NEUTRAL] OK, so, but like for my coverage, do I have anything that covers prescriptions?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Not necessarily related to this, but like in general, say like if I got the flu or something or sinus in or something like that and he um wrote a prescription, would anything be payable?
[AGENT][NEUTRAL] Let me see if you have any other type of coverage. I got your dental policy pulled up, but let me look at that real quick if you don't mind.
[CUSTOMER][NEUTRAL] Oh, OK, I've got um.
[CUSTOMER][NEUTRAL] I've got vision.
[CUSTOMER][NEUTRAL] And dental and I'm not sure what the other one is.
[AGENT][NEUTRAL] Looks like you have a few other policies. Let me get those pulled up and see what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Just bear with me. Thank you for your patience.
[AGENT][NEUTRAL] 075
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Do you have another policy. It is.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm looking on
[AGENT][NEUTRAL] Here to see if there's anything for prescriptions.
[CUSTOMER][POSITIVE] No problem. I'm OK, no problem.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm not seeing anything under that policy. Let me look on this other.
[AGENT][NEUTRAL] One, if you don't mind.
[AGENT][NEUTRAL] OK, let's look at this one.
[AGENT][NEUTRAL] How's your day going?
[CUSTOMER][NEUTRAL] My day so far has been pretty good. I've been really busy this morning, so I'm not, I, so I don't need to take my break and check on this. Also, I was just wanted to ask you something like when, um, I'm gonna provide the dental, the office dentist with my information for [PII], um, when that bill comes to you, is there any way that um you could make a note?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That maybe they can send me an email to make sure so so I could see that I'm being billed correctly. I'm being billed by the real by this dentist that's in where I live in [PII]. The reason I say that is because I think I had um I had insurance by Aetna last year and um.
[CUSTOMER][NEGATIVE] Not me, but um the client's information was compromised because they were hacked and I was wanting to make sure that nobody's got my information out there and it's gonna try to use it.
[AGENT][NEUTRAL] OK so you're wanting a an email to.
[AGENT][NEUTRAL] For when your policy or your premium is due.
[CUSTOMER][NEUTRAL] So, so just to just to confirm that I am being billed by the right person that's asking for my medical information to get payment.
[CUSTOMER][NEGATIVE] The reason I say this is because um my other insurance provider they have got, they got something from a fictitious or some people that I've never even been to asking for them to make a payment on dental surgery service that I never even had they're like in a different state completely, so that's the reason I was wondering. I, I don't know if when I try to get this processed if maybe somebody's out there that's gonna try to use my.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEGATIVE] Information from MAU to have payments made to whatever or or billed for something that I've never had done.
[AGENT][NEUTRAL] Yeah, let me see how your billing is set up real quick and that can help me determine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But we can do if we can do anything for that.
[AGENT][NEUTRAL] It looks like it's on a group uh benefit so it's through your employer.
[AGENT][NEUTRAL] So it's paid by them so you'd have to check with them on that.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, the reason I was, I don't know if maybe um if when.
[CUSTOMER][NEGATIVE] If somebody was trying to submit something that that's that's not legit maybe I'll get something come bounce back to me and say hey we did not pay this coverage because.
[CUSTOMER][NEUTRAL] For whatever reason.
[CUSTOMER][NEUTRAL] So I wouldn't, I wouldn't.
[AGENT][NEUTRAL] Yeah, I would
[AGENT][NEUTRAL] I check with them and see because I've got you set up that everything's built through yeah your employer.
[CUSTOMER][NEUTRAL] So, so I would have to go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, does that make sense?
[CUSTOMER][NEUTRAL] So I would have to go to my employer MAU.
[AGENT][POSITIVE] Correct, yeah, because they're the ones that handle the invoice, yeah.
[CUSTOMER][NEUTRAL] OK, alright, I just want to make sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, I just wanted to make sure that I've got somebody that I can reach out to and say, hey, um, if you see something like this, don't, don't pay because it may not be legit.
[AGENT][POSITIVE] Sure, yeah, I, I understand totally.
[AGENT][NEUTRAL] Um, you have one last policy. Let me check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm sure you have a disability policy, but that doesn't, that's not gonna cover, um, prescriptions. Um, let's see, a critical illness policy. Let's look at that policy and see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That covers anything.
[AGENT][NEUTRAL] And that's gonna be
[CUSTOMER][NEUTRAL] Could you hold 1 2nd?
[AGENT][POSITIVE] OK, I'm pulling up this, yeah, absolutely, sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your first name.
[CUSTOMER][NEUTRAL] OK, um, and I.
[CUSTOMER][POSITIVE] You can yeah you're gonna come back and get your order, your order.
[CUSTOMER][NEUTRAL] OK, and then I can give you the show then at the same time, OK, come back and place your order, your annual order.
[CUSTOMER][NEUTRAL] The anniversary is this month. So when you come back, I'll, I'll go ahead with you.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm here.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] I don't see anything uh prescription cover coverage on your other critical illness policy either. Um.
[CUSTOMER][NEUTRAL] OK, alright, so I don't have anything that would cover prescriptions.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, um, so.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Let me get you the number for [PII] and then we'll also go over how to get your dental card.
[CUSTOMER][NEUTRAL] OK, great. OK, so what's the number for [PII]? Is that right? [PII] or [PII]? I see it's a C A R E, [PII]. OK, I got you.
[AGENT][NEUTRAL] That one is.
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][POSITIVE] Yes, [PII] Yep, that's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get the
[AGENT][POSITIVE] Hold up real quick. Sorry about that. Thanks for being patient.
[AGENT][NEUTRAL] Their number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And I would call them um if I need any more information or what when I call them what would they be able to help me with if I needed help.
[AGENT][NEUTRAL] So they're just helping you to find a network for a dentist so they're not gonna be able to really help you talk about yeah does that make.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, I got you. OK, then I'll give them a call and make sure. OK, alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the, the, and then also for your dental card um let me see, I can email that to you and then we also have a portal um where you can go and print that off as well.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Are you set up on our portal?
[CUSTOMER][NEUTRAL] OK, is the portal is, is it, um, the BIC portal?
[AGENT][NEUTRAL] Uh, no, it is, um, it's secured. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me see, I think I might, I, I, I haven't been into it in a long time, so I don't even know.
[CUSTOMER][NEUTRAL] OK, it is secured [PII].
[CUSTOMER][POSITIVE] OK, here we go, APR secured.
[CUSTOMER][NEUTRAL] OK, it must be reset. OK, I got to reset my password.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And then I and I and then I also can um.
[CUSTOMER][NEUTRAL] I can also send um.
[CUSTOMER][NEUTRAL] Will it allow me to change my email?
[AGENT][NEUTRAL] Yes, um, but I've got your email that we discussed in the beginning of the call. We've got that one that you said, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got you. OK, yeah, I think I've got it. I've got it. I just gotta go in there and reset my password.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. If you have any trouble at all, just give us a call back and [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Mm, no, ma'am, everything so far, I appreciate your help.
[AGENT][POSITIVE] OK, [PII], you have a great day.
[CUSTOMER][POSITIVE] And I'll go ahead. I'll call them and call the network and just make sure the dentist in there. Thanks a lot for your help. Thank you very much bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, thank you for calling APL.