AccountId: 011433970860
ContactId: 2ad46005-ef6c-4e83-a537-b11e9b25a069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377140 ms
Total Talk Time (AGENT): 148050 ms
Total Talk Time (CUSTOMER): 132302 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2ad46005-ef6c-4e83-a537-b11e9b25a069_20250611T15:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to find out what kind of dental benefits I have.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] The member number?
[AGENT][NEUTRAL] Yes, sir, policy number may start at 01 or 02.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I got a 023.
[CUSTOMER][NEUTRAL] 71701?
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, I hope they changed my mailing address. Well, let's see.
[CUSTOMER][NEUTRAL] Can you give me a hint? Is it a [PII] or [PII] address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or is it my post office box? OK.
[CUSTOMER][NEUTRAL] Well, I need to change that address then because I got a post office box.
[AGENT][NEUTRAL] OK, and verify your email address for me please.
[CUSTOMER][NEUTRAL] It's my name [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Uh, that policy number you gave initially is not, uh, your dental policy number. It was for a medical plan that you did have with our company.
[CUSTOMER][NEUTRAL] That I, OK, but this is the only card they gave me.
[AGENT][NEUTRAL] Uh, you should have received a dental card in 23, but I can send a request to have it mailed out to you.
[CUSTOMER][NEUTRAL] So I don't know what my dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. But with your dental policy, uh, you have benefits for preventative, basic, and major services, um, not a guarantee of payment, just a verification of coverage. You have a benefit max up to $1500 per calendar year, and you have a $50 deductible that is applied to everything but preventative services.
[CUSTOMER][NEUTRAL] OK, because the reason why I'm asking, uh, I broke off a tooth.
[CUSTOMER][NEUTRAL] And had to
[CUSTOMER][NEUTRAL] Get into a dentist emergency type, uh, Monday morning.
[CUSTOMER][NEUTRAL] And I gave them this card because this is the card, the only card that I've been given.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I had to I had to pay.
[CUSTOMER][NEUTRAL] Out of pocket and they said that once the insurance company.
[CUSTOMER][NEUTRAL] Uh, you know, paid their part, I'd get reimbursed.
[CUSTOMER][NEGATIVE] So evidently this the card I gave them is not the right card.
[AGENT][NEUTRAL] Well, even if they were to give us the wrong number, we would have still um looked you up in our system and show that you have a current dental plan.
[AGENT][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Because I'm looking here.
[CUSTOMER][NEUTRAL] And all this paperwork.
[CUSTOMER][NEUTRAL] That's not it.
[AGENT][NEUTRAL] OK, but I have sent a request, so hopefully you should receive your card in 3 to 5 business days.
[AGENT][NEUTRAL] But, um, you say you have a new address, the PO box, uh, what's that PO box so I can change it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ape.
[CUSTOMER][NEUTRAL] It's post office try that again [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's and that's in [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] hang on [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Um, if you've already paid, you can uh request from your dental office the billing, showing the data service, the codes of the procedures that were performed, and the charges, and you can submit that to our office so we can process it.
[CUSTOMER][NEUTRAL] OK, is there a way to fax it or anything?
[AGENT][NEUTRAL] Uh, you can fax it. Let me know when you're ready I can give you your fax number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII], I'm sorry uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And attention to anybody or.
[AGENT][NEUTRAL] Uh, just claims department.
[CUSTOMER][NEUTRAL] OK, because I, I just pulled up this pile this whole.
[CUSTOMER][NEUTRAL] Packet they gave me and
[CUSTOMER][NEUTRAL] There's no dental, it's just.
[CUSTOMER][NEUTRAL] No cars for dental, it's just.
[CUSTOMER][NEUTRAL] The one card that I got.
[AGENT][NEUTRAL] Yes, sir. Um, it should have, it was sent in [PII], probably in November that time, but I've just sent a request so they can mail that out to you. So I guess for any future dental appointments, you can present the provider with that card. Um, hopefully she'll receive it 3 to 5 business days.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you you're sending it to my new address.
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. You too, Mr. [PII]. Bye.
[CUSTOMER][POSITIVE] You have a great day. Yeah, bye.
[CUSTOMER][NEUTRAL] But