AccountId: 011433970860
ContactId: 2e810a29-0a35-4ec7-8e40-16010e827391
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408570 ms
Total Talk Time (AGENT): 189637 ms
Total Talk Time (CUSTOMER): 190518 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2e810a29-0a35-4ec7-8e40-16010e827391_20250129T15:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I'm just calling because, uh, I had to call up to verify, rectify.
[CUSTOMER][NEUTRAL] For the dental people that um I spoke here at the dental place and they want me to verify that um I had dental.
[AGENT][NEUTRAL] Could you repeat that?
[CUSTOMER][NEUTRAL] I'm a, um, I was saying that the dental, I had came over here and made an appointments for the dental, Aspen dental.
[CUSTOMER][NEUTRAL] And um they want me to verify that I had like the insurance or plan or whatever.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] With this, um, I just want to speak to someone to let them know that I have the, the insurance for dental.
[AGENT][NEUTRAL] What's your policy number? Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, on the card it is 02.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 0909.
[AGENT][NEUTRAL] So basically, give me your name, mailing address, and your date of birth, and then I'm gonna ask you the question cause it's not like the dental office wants you to do their job, but
[CUSTOMER][NEUTRAL] I'm trying to see
[CUSTOMER][NEUTRAL] Yeah, I was just like.
[CUSTOMER][NEUTRAL] But um um it's uh my birthday, [PII], I send for named [PII].
[CUSTOMER][NEUTRAL] And I have a question. What is the
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] Oh, it's um
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have a different address for you.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I'm trying to see, uh, it must be the, the one that I thought I, you see.
[CUSTOMER][NEUTRAL] I was giving my grandma, but um.
[CUSTOMER][NEUTRAL] Let's see, um, that is it, uh, is the [PII] just the road?
[AGENT][NEUTRAL] No ma'am, do you recall the address that you had when you signed up for the benefits?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I thought I use one of my uh.
[CUSTOMER][NEUTRAL] I don't know what it is. It's uh it's my house uh [PII].
[AGENT][NEUTRAL] In the city and state
[CUSTOMER][NEUTRAL] Is it that one?
[AGENT][POSITIVE] Mhm. That's correct.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] What's the city and state?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You want the zip code?
[AGENT][NEUTRAL] You don't have to verify that. um, what's the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be um [PII].
[AGENT][NEUTRAL] Thank you, callback number just in case the call is disconnected is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and what questions did you have for me, [PII]?
[CUSTOMER][NEUTRAL] Um, oh, she wanted, she, basically they want me to provide.
[CUSTOMER][NEUTRAL] The dental insurance name and member ID and the verification for saying that I can get a dental cleaning stuff or something like that.
[AGENT][NEUTRAL] That's on your card, and I'm not being smart, but that's on the card, isn't it?
[CUSTOMER][NEUTRAL] Yeah, I know what I'm saying. Is it all.
[AGENT][NEUTRAL] Did they, did you give them a copy of your card? They're trying to be difficult to
[CUSTOMER][NEUTRAL] I, yeah, I gave them this card. Is, is it the one that say insurance coverage and policy.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And group number, is that the one?
[AGENT][NEUTRAL] Mhm. The volunteer dental.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, I, I don't understand. They're trying to make stuff difficult for you, so let me send you an email, you know.
[CUSTOMER][NEUTRAL] I got her. I don't understand either, but is it, is it because of the dental, the dentist?
[AGENT][NEUTRAL] I don't know. Do they not take your insurance or what are they saying?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] If not, then I probably have to go to the one in like dealing.
[AGENT][NEUTRAL] Did they say they took it? Are you there? Could you call them on a conference call?
[CUSTOMER][NEUTRAL] We might not take it.
[CUSTOMER][NEUTRAL] No, she didn't, she didn't say.
[CUSTOMER][NEUTRAL] Yeah, I'm still here though. I mean, she just said that she wanted to.
[AGENT][NEUTRAL] Oh, you take the phone to him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So I can see why they give you such a hard time with your benefits cause you shouldn't have to verify your benefits. That's your job. So you do their job and pay them to provide services for you like that's crazy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, cause when I made an appointment, I thought that's what they did, but then I got here it was something else.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Wanna make your day stressful when you woke up in a good mood, wanna make it stressful for you.
[CUSTOMER][NEUTRAL] OK, hold on a sec.
[CUSTOMER][NEUTRAL] Yeah, uh, I'm in here now.
[AGENT][NEUTRAL] But don't let them
[AGENT][POSITIVE] I'm gonna send you an email of your schedule as well so that way you can forward that over to them as well so they won't have such try to give you a hard time on saying that they've never heard of this dental insurance and whatever other excuses that they may come up with.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm. Oh, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You can put them, put me on speakerphone, tell them that your dental insurance, you have an agent on the phone to talk to them about your dental insurance.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have an agent on the time my about my dental insurance. She's on the phone. OK, I just need that information. That's all I need. It's all she, she just said she needs.
[AGENT][NEUTRAL] What information do you need, ma'am? Because she's the, she's the insured, she gave you the benefit card, so I'm just trying to verify what information is it that you need from her because you're the dental provider which is supposed to call the insurance company from the card that she presents to you to verify her benefits. So what information is it that you need?
[AGENT][NEUTRAL] Because I'm trying to help the insured out, but if you don't want to help her, so I'm just trying to see.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] What's the issue?
[CUSTOMER][NEUTRAL] I think it was uh at first we were given a multi plan information we tried to verify and unable to which was the wrong insurance ma'am.
[AGENT][NEUTRAL] Which is not her, that is not her dental insurance, that is her medical insurance.
[CUSTOMER][NEUTRAL] Medical. Exactly.
[AGENT][NEUTRAL] But the card that she has now with the dental, voluntary dental, that is her dental insurance.
[CUSTOMER][NEUTRAL] That's what that's the that you don't need to speak to her.
[CUSTOMER][NEUTRAL] So I don't need to speak to her at all.
[CUSTOMER][NEUTRAL] Independent
[AGENT][NEUTRAL] OK, so why did they give you the hard time, but Ms. [PII], if that's the dental provider you wanna provide, you know.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes. No that [PII] number. OK.
[AGENT][NEUTRAL] Give services from you get it from them. However, I suggest you look for a different dental provider that would be more helpful and more courtesy with customer service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you would like for me to send you a list of providers in your area I can send it to your email.
[CUSTOMER][POSITIVE] Yes, yeah, I will need that too also. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL, and I do apologize that you had to endure what you endured this morning. Thanks for calling APL and have a good day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Uh.