AccountId: 011433970860
ContactId: 1d92951f-e3a5-49e1-8802-985f70387d58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473329 ms
Total Talk Time (AGENT): 148098 ms
Total Talk Time (CUSTOMER): 222000 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/1d92951f-e3a5-49e1-8802-985f70387d58_20250424T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question on.
[CUSTOMER][NEUTRAL] My account or my.
[CUSTOMER][NEUTRAL] And I have with y'all, uh, my dental, my dental, my son went to go get a cleaning.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know they had some kind of confusion with it that they didn't take it or y'all didn't take it or it's like it's not a dental plan.
[AGENT][NEUTRAL] Uh, let me pull up the policy really quick. Do you have the policy number?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 02521293.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is a dental policy.
[CUSTOMER][NEUTRAL] That it is
[AGENT][NEUTRAL] OK. Yes. So, this is just a secondary insurance. They should take, they should take this um insurance card.
[CUSTOMER][NEUTRAL] Yeah, she said she'd never seen the insurance or something to that extent. She never seen it and.
[CUSTOMER][NEUTRAL] I was like, it's like a bootleg or something y'all telling me? And
[CUSTOMER][NEUTRAL] You were saying we ain't saying that, but we never seen any kind of insurance like that.
[CUSTOMER][NEUTRAL] And my son just needs to get a cleaning. He has, he has braces and we just getting a cleaner. I was like, you're just getting a cleaning, it won't pay for that?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if she called y'all or not. I don't know what's going on.
[AGENT][NEUTRAL] OK, uh, let me just verify a couple pieces of information and I can look into your benefits.
[AGENT][NEUTRAL] OK. So what is your first and last name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] My first name is [PII] Last name is [PII], [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then what is your son's, sorry.
[CUSTOMER][NEUTRAL] You know what?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, I was gonna, I was gonna call my wife and uh she probably can explain to you more about what's going on. I might be twisting it up, but I, I don't know, but go ahead, uh, we can finish doing this though first.
[AGENT][NEUTRAL] OK, uh, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what's your son's first and last name and date of birth as well?
[CUSTOMER][NEUTRAL] My son is [PII], just like my name, but with a [PII]
[CUSTOMER][NEUTRAL] Uh, [PII] last name [PII], and then his birthday is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, perfect. And then what's the mailing address we have on file?
[CUSTOMER][NEUTRAL] Address you have on file should be [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] For [PII]
[AGENT][NEUTRAL] OK. And what's your email?
[CUSTOMER][NEUTRAL] First name last name [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. So it looks like your provider called us today actually, and we sent them dental benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, so we send them over your benefits.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] was
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This was about [PII], uh, like [PII], so, yes, we just spoke to them.
[CUSTOMER][NEUTRAL] Hold up, so what? Let me, let me, let me, hold on, hold on, just stay right there. I'm gonna click her in trying to see what's going on.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Alright, are you still there ma'am?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hello? OK, hey, uh, she, she said that.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] They called her or called the company and the company sent them over.
[CUSTOMER][POSITIVE] All the benefits, uh.
[CUSTOMER][NEUTRAL] Around [PII], which is [PII] right now, so they just send all that stuff over. She, she don't see what's the problem they should be able to take it uh so what the lady was telling you or tell you telling us. She was telling me that she didn't even know if, if that was an insurance that she's never seen uh that type of insurance before, so she can't verify his coverage.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Uh, OK. I've I've never heard them say that before.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] That's what she just told us on the phone. Um, I'll give them a call and I'll have them, you say you just sent it over, so I'll have them, um, look over it or whatever, um, yeah, they were telling me that saying that we needed to pay out of pocket.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And so, I mean, I just
[CUSTOMER][NEUTRAL] Yeah, this is for his, his dental, his dental.
[CUSTOMER][NEUTRAL] And he just, he's just there for cleaning. He needs just like a routine cleaning.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Oh, OK, on my, on my benefits, does that, does, that does cover that, doesn't it?
[AGENT][NEUTRAL] So this is not a guarantee of payment, it's just a verification of coverage. So it looks like on your policy, cleanings is once every 6 months.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And that falls under prevent, preventative expenses. So that's 100% of UCR. Yes. So you, your son should be able to get this done every 6 months.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Preventative care, yeah.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And it will be covered. So, I'm not seeing why they cannot. Um, maybe they just need to go over the dental benefits we just sent them over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'll call them and tell them.
[AGENT][NEUTRAL] And they'll make their decision.
[CUSTOMER][NEUTRAL] That y'all just sent it over and ask if they can just go ahead and look over it.
[AGENT][NEUTRAL] OK. Yes. Um, sometimes, uh, when we fax over a document, it takes like 3 to 5 minutes, so they could just now be looking over it. So, yeah.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome and let them know if they have any issues um they could just give us a call back too.
[CUSTOMER][POSITIVE] OK, thank you. Alright, thank you.
[AGENT][POSITIVE] OK. Yeah, you're welcome. Is there anything else I can help you guys with?
[CUSTOMER][NEUTRAL] Uh, that'd be it.
[AGENT][POSITIVE] OK, well thanks for calling APL guys have a good day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] OK.