AccountId: 011433970860
ContactId: 175108d4-33f0-4e01-8a37-b28d0b4ebfda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 878750 ms
Total Talk Time (AGENT): 282212 ms
Total Talk Time (CUSTOMER): 363050 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/175108d4-33f0-4e01-8a37-b28d0b4ebfda_20250423T12:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning ma'am. I'm [PII], and I was just calling to check um.
[CUSTOMER][NEUTRAL] Check on um
[CUSTOMER][POSITIVE] Um, my benefits that I have.
[AGENT][POSITIVE] Yeah, of course, [PII], I can help you with benefits today. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, that I don't, I, I don't have an ID card either from y'all. Um, I drive for American Wind Transport and everything comes out each week, but I don't, I don't know my number or nothing by heart.
[AGENT][NEUTRAL] Oh, OK. Um, can I get your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. See.
[CUSTOMER][NEUTRAL] Talk to Mr. [PII] How today too.
[AGENT][NEUTRAL] OK, let's see if we can find you in here.
[AGENT][NEUTRAL] OK. Uh, what was your social again? Can you repeat it? I just wanna double check.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and it looks like you have 3 policies with us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's a
[CUSTOMER][NEUTRAL] Yeah, I have, I know I have dental and vision.
[CUSTOMER][NEUTRAL] And then I got dental vision and then I have um.
[CUSTOMER][NEUTRAL] Um, uh, just most stuff I got paperwork and stuff on, but I think like I said, I never did get my, uh.
[CUSTOMER][NEGATIVE] I got my I got my eyes checked here. It's been a while back now and I had to call and get my number on it because I never did get a card or nothing so.
[AGENT][NEUTRAL] OK. So what policy are you looking for? There's dental, looks like short-term disability, the dental, OK.
[CUSTOMER][NEUTRAL] Dental, the dental.
[CUSTOMER][POSITIVE] Yes ma'am, yes, yes, yes.
[AGENT][POSITIVE] All right, sounds good.
[AGENT][NEUTRAL] All right, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] And then the address we have on file in your email?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so it looks like we have a different address on file. Did you want to update that?
[CUSTOMER][NEUTRAL] Uh, well, I had.
[CUSTOMER][NEUTRAL] Was it my mom's address at [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's, uh, the city's [PII].
[CUSTOMER][NEUTRAL] 0 [PII].
[AGENT][NEUTRAL] Yeah, that one's it.
[CUSTOMER][NEUTRAL] Now I need you to switch it over for me to [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's my mom. She gets all my information, everything for me, whatever comes up because I'm out here on the road, so she can keep, you know, keep everything on track for.
[AGENT][NEUTRAL] OK. So it's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I want to double check. OK, and I will update that for you and then you wanted to check benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna have to get a tooth uh looked at and I'll need to see what all I could, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to see about copays and all that stuff and everything, you know.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] that's my cell phone.
[AGENT][NEUTRAL] OK, and then did you want your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, let me ask this right here when I go to the, when I go to the dentist, uh, do I give them this number to call or just give them the policy number or how do I?
[AGENT][NEUTRAL] Just from, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I can actually send your, uh, policy certificate to your email. So, uh, you can print that or you can, yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, OK. That'll be.
[CUSTOMER][POSITIVE] That'd be good because uh where I'm at right now I have a friend that that has a printer and everything right here so I'll get an email through all I gotta do is just uh send everything over to her and then she can print it out for me.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, of course, that would be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But can I give you my number, uh, policy number also those I have it just in case.
[AGENT][NEUTRAL] Oh, yeah, of course. So your dental is 20.
[AGENT][NEUTRAL] 22
[AGENT][NEUTRAL] 442.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 442. And is it just a, is it just UATBA or just ATA?
[AGENT][NEUTRAL] It's just APL. Mhm.
[CUSTOMER][NEUTRAL] 8. OK. OK.
[CUSTOMER][POSITIVE] OK, but maybe I hope everything will come, you know, any emails that I get my email and stuff today I can just send everything.
[CUSTOMER][NEUTRAL] Uh, over to her and she can print it out for me.
[AGENT][POSITIVE] Yeah, I think that's a good idea.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was checking on my benefits and you know, my co-pays and all that stuff. I didn't, I had never used my dental, never just my vision, but never my dental.
[AGENT][POSITIVE] Oh, well, yeah, you should use that.
[CUSTOMER][NEUTRAL] Yeah, well, I, yeah, I'm gonna have to get it done, use it.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I messed around and had a, I messed around and had a, I messed around and had a hole installed in one of my teeth and oh.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Mhm. Yeah, I was, there was one time, uh, when I was a teenager, I ate one of those corn, those corn chips, and they're super hard. And yeah, it chipped my tooth. Yeah, and then in my twenties, I finally got it fixed. It's just, yeah, it's not good. Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it kicked it up.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I have your benefits pulled up. This is not a guarantee payment, just a verification of coverage and it looks like your calendar year max is 1500 per covered insured.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your calendar year deductible is $50 per covered insured up to $150.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And deductible does not apply to prevent preventative expenses.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see. And I, so I can also send this over to your, uh, dental office.
[CUSTOMER][NEUTRAL] What does that mean?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, um.
[CUSTOMER][NEUTRAL] Let me, I don't know the name of my, he got it done for me. She had everything set up for me yesterday. It's down here in [PII], uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So when you get to
[CUSTOMER][NEUTRAL] Hold on one second, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead. Go ahead. Go ahead, go ahead.
[AGENT][NEUTRAL] When you, sorry, when you get to the dental office, just have them call us and um they, they'll ask us about benefits as well and what's covered and we'll be able to send them, um.
[AGENT][NEUTRAL] This is called a fax back. It's just like your dental benefits and uh they'll go over it with you as well.
[CUSTOMER][NEUTRAL] Um, do you have like an extension number if I call back or I just call back and someone, someone randomly did answer the phone?
[AGENT][NEUTRAL] Uh, it's just someone answers the phone. Uh, there's about 5 of us on our care team.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'll tell you what, ma'am, if you can hold on one second, I'll get this dental office for you the number, I mean all I gotta do is just call her and get it and um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just, uh, can you hold on one second please I'll put this all online together.
[AGENT][NEUTRAL] Yeah, you're fine.
[CUSTOMER][NEUTRAL] Alright, let me see here.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah I was gonna do that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You still there ma'am?
[AGENT][NEUTRAL] Yes, I'm here. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I call from my elo phone.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Huh? Real.
[CUSTOMER][NEUTRAL] What's the name of the dentist office over there?
[CUSTOMER][NEUTRAL] Uh, Taylor Dental. Taylor.
[CUSTOMER][NEUTRAL] Yeah, dental. Taylor dental and what is it, [PII] or [PII]?
[CUSTOMER][NEUTRAL] Is in [PII] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. It's on, it's on [PII]. People on [PII]. Do you have a number for them?
[CUSTOMER][NEUTRAL] You can go to the call center.
[CUSTOMER][NEUTRAL] Oh, the call center, cause, uh, what's going on? She's uh.
[CUSTOMER][NEUTRAL] The young lady is gonna email me over my policy bill and everything and I'm gonna get it sent over to you and print it out, but she could also send one to the uh the dental office that's the reason why I was asking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so when you get to the dental office, just give them this card and they'll contact me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't need, I don't need the.
[CUSTOMER][NEUTRAL] The one that you emailed.
[AGENT][POSITIVE] Yes, I don't need the phone number right now, but they will contact me and they'll ask me about your benefits as well and I'll send them over your benefits.
[CUSTOMER][NEUTRAL] OK, so they'll email, OK, so when you email me that over I just email it to her and get her to print that out for me today then.
[AGENT][NEUTRAL] Yes, it's just your policy number. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, um.
[CUSTOMER][NEUTRAL] I'll be back in
[CUSTOMER][NEUTRAL] In the show, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, we got all that taken care of then, but it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, perfect. I do have that one on file and then what are you going in for just the cleaning?
[CUSTOMER][NEUTRAL] No, ma'am. I, um,
[CUSTOMER][NEUTRAL] One of my teeth at the bottom, I was brushing and then I brushed it happened yesterday morning I was brushing and I've been eating a lot of hard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Chips and candy and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And what happened was right in the front and the back at the bottom, I kept feeling something and it chipped off the very well I got a little hole in the bottom of it now.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So I don't know if they're gonna have to be pulled or what they're gonna have to do. I don't know until I get there to see them.
[AGENT][NEUTRAL] OK. So, let's see.
[AGENT][NEUTRAL] Yeah, so the dental office will have like procedure codes and I can tell them like exactly.
[AGENT][NEUTRAL] Um, the percentage that will cover, and I can also tell you too. So that would probably fall under major expenses. So we cover 40% of UCR. So, uh, basically, whatever the dental office charges you, we will pay 40% of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for the whole procedure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, for a chip tooth. Mhm.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then, I hope they don't have to. I hope they don't have to pull it, but they may have to.
[AGENT][POSITIVE] Yeah, I know that's always the goal. It just hopefully you just get it fixed and it's easy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then man that's what I was needing.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else?
[CUSTOMER][NEUTRAL] That's what I was needing to find out. Uh, could you, uh, could you mail, could you also send this, uh, well, I mean, I, no, I have it on when, when you email it to me, I have everything I need and I wouldn't need you to send me nothing else so.
[AGENT][NEUTRAL] OK. Are you sure?
[CUSTOMER][POSITIVE] Everything on it alright good man. That's it. That'll be good. Just email it over to me, ma'am, and I'll be looking for the email and I'll get everything sent over to her.
[AGENT][POSITIVE] Yeah, of course, and I'll update that address for you too.
[CUSTOMER][POSITIVE] OK, thank you ma'am you have a good day and a blessed day.
[AGENT][POSITIVE] Oh, yeah, of course, you too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Mhm, bye.