AccountId: 011433970860
ContactId: 1976da68-86c5-48b8-8dd0-af5940f79da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1003390 ms
Total Talk Time (AGENT): 217119 ms
Total Talk Time (CUSTOMER): 148485 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1976da68-86c5-48b8-8dd0-af5940f79da5_20250407T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, Mr. [PII]. How you doing? Look.
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm OK. I was trying to find something out, um.
[CUSTOMER][NEUTRAL] Uh, but first I think you need like the policy number or certain number.
[AGENT][NEUTRAL] Yes, we would need the policy number from you to look up your account.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 1204.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, do you need the group number?
[AGENT][NEUTRAL] Uh, no, the policy number should work. Let's see here.
[AGENT][NEUTRAL] All right. And then are you, are you, you the insured on the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then what is your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. My date of birth is [PII].
[AGENT][POSITIVE] All right, thank you and [PII], what is a good callback number in case we get dropped?
[CUSTOMER][NEUTRAL] area code [PII].
[AGENT][NEUTRAL] Perfect, thank you. And then I just need to verify a couple more pieces of information. What is the mailing address and email on file?
[CUSTOMER][NEUTRAL] The mailing address is [PII], ZIP [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You asked what was the other question? I'm sorry.
[AGENT][NEUTRAL] Oh, you're OK. The your email?
[CUSTOMER][NEUTRAL] Oh, it's my name [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] All right. And then what can I help, help you with today?
[CUSTOMER][NEUTRAL] I was calling to find out because I know the insurance was effective August of last year, but.
[CUSTOMER][NEUTRAL] No why they never told me if I'm not mistaken I, I, I, I tried to go to the dentist because I needed to get a, a tooth extract.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they told me I can't use the insurance until after a year.
[AGENT][NEUTRAL] Oh, let me see.
[AGENT][NEUTRAL] Just give me 1 2nd and I'll look into it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So the dentist told you that you couldn't use this card, is that correct?
[CUSTOMER][NEUTRAL] Yeah, so my, so my card told me I couldn't use it. They said uh.
[CUSTOMER][NEGATIVE] That uh I had to wait a year.
[CUSTOMER][NEUTRAL] So I was the [PII] in order to be able to use the insurance.
[CUSTOMER][NEUTRAL] And I was never made aware of that.
[AGENT][NEUTRAL] Yeah, that's.
[CUSTOMER][NEUTRAL] So I'm, I'm active
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's, that's odd, um.
[AGENT][NEUTRAL] I'm not sure why they would say that your policy is active, so, uh, let me just put you on a brief hold really quick OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding so I'm still looking into this, just one minute, OK?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I was looking into your policy and it looks like they are correct. So your effective date for your policy was [PII] and
[CUSTOMER][NEUTRAL] But why, why would they, why would they not inform you that when you.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Get the insurance. I, I, I would have never knew this. I went to the doctor. I'm paying for it and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But unable to use it until after a year that I wouldn't never even took this type of insurance.
[AGENT][NEUTRAL] Yeah, so this is a supplemental insurance, so.
[AGENT][NEUTRAL] Uh, it looks like you're not eligible for the major service until [PII].
[AGENT][NEUTRAL] So there is a 12 month waiting period.
[CUSTOMER][NEUTRAL] Do all insurance work like that or just uh
[AGENT][NEUTRAL] So you have your major medical plan and then this is just um a supplement medical. So,
[CUSTOMER][NEUTRAL] So the major insurance went and it, it kicks in on [PII].
[AGENT][NEUTRAL] No, so your major medical would be, um, so you should have another card?
[AGENT][NEUTRAL] That would be your major medical and then we're just a secondary medical.
[CUSTOMER][NEUTRAL] I don't have another car.
[AGENT][NEUTRAL] You don't, you should have a, a policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, so this, it's just this particular policy just has a waiting period.
[AGENT][NEUTRAL] So I looked up your, your policy further into the dental plan and it just looks like for major expenses, um,
[AGENT][NEUTRAL] You, there's a waiting period of 12 months, and for this policy.
[AGENT][NEUTRAL] Uh, you just have to wait up to a year. There's just a waiting period.
[AGENT][NEUTRAL] So I would say.
[CUSTOMER][NEUTRAL] What was your major
[AGENT][NEUTRAL] Um, if you can wait until.
[AGENT][NEUTRAL] [PII] for your procedure?
[AGENT][NEUTRAL] That might be best, but that's up to you.
[CUSTOMER][NEUTRAL] No, I don't
[CUSTOMER][NEUTRAL] No, I, I mean, he, no, I, I, I think I should be shopping for different insurance.
[AGENT][NEUTRAL] Yeah, I understand your frustration. Yea[PII]
[CUSTOMER][NEUTRAL] Yes, I mean,
[AGENT][NEUTRAL] Um, but if you have any further questions, uh, you'll have to reach out to your employer.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I'm really sorry.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No, I, I had that's one question. Alright, so you said a major.
[AGENT][NEUTRAL] That was it.
[CUSTOMER][NEUTRAL] Insurance, it won't kick in until [PII] the [PII], right?
[AGENT][POSITIVE] Yes, uh, that's correct of this year. Mhm.
[CUSTOMER][NEUTRAL] But you said it's a different card?
[AGENT][NEUTRAL] No, sorry. No, no. This is a dental plan. I just got it confused.
[AGENT][NEUTRAL] No. No. So you don't, you don't need it, you don't have to have a different card. This is just your dental plan. And I looked it up and it just looks like there's just a waiting period.
[AGENT][NEUTRAL] For this one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it looks like it's a group plan uh from your employer, so if you have any questions regarding the plan, you'll have to reach out to them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and I hope you have a better day.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, bye.