AccountId: 011433970860
ContactId: 36bfab23-2173-43d4-ae3a-03d11dc2b103
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716299 ms
Total Talk Time (AGENT): 214815 ms
Total Talk Time (CUSTOMER): 369504 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/36bfab23-2173-43d4-ae3a-03d11dc2b103_20250402T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII] how you doing? this is [PII].
[AGENT][NEUTRAL] Hi [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I have your, I have your insurance, but why, why I can't use it until after a year.
[AGENT][NEUTRAL] OK, [PII], uh.
[CUSTOMER][NEUTRAL] Why is that?
[AGENT][NEUTRAL] I can help answer your benefit questions. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] I don't have it.
[CUSTOMER][NEUTRAL] Uh, I can give you my name.
[CUSTOMER][NEUTRAL] Can you look it up that way?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Can you hear me, sir?
[CUSTOMER][NEUTRAL] Can you, yeah, can you hear me?
[AGENT][NEUTRAL] I can hear you. Yes, sir.
[CUSTOMER][NEUTRAL] OK, I don't have a policy number. Can you look it up by my name?
[AGENT][NEUTRAL] I, I can look it up with your social if you can give me your social I can pull it up that way.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's look it up real quick.
[CUSTOMER][NEUTRAL] Must be only the dental and medical.
[CUSTOMER][NEGATIVE] But I'm paying like $50 a week for this.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, so I don't pay much.
[CUSTOMER][NEUTRAL] $200 for 6 months is $1200.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Why, why can I use it for a year? What if I just want to cancel it and I, I'll just lose $1200? Do I get any of that money back?
[AGENT][NEUTRAL] OK, Dexter.
[AGENT][NEUTRAL] I unders
[AGENT][NEUTRAL] I understand. um, first, let's verify your policy and I'll be able to answer all your questions. Um, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Uh, address [PII].
[CUSTOMER][NEUTRAL] Um, email first name last name [PII], and what else you need?
[AGENT][NEUTRAL] Your cell phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and if we get disconnected can I call you back on that number?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] OK, thank you so much. All right, let me look at your benefits real quick.
[CUSTOMER][NEUTRAL] Yeah, I just try to get a verification because I'm getting a cleaning tomorrow.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm trying to use the dental, and they're telling me, oh you gotta be enrolled a year before you can use it.
[AGENT][NEUTRAL] OK, and this is just to verify your benefits. It's not a guarantee of payments. You don't have a waiting period for preventative. Your waiting period is for major.
[AGENT][NEUTRAL] Endodontic, periodontic, prosthodontic, and oral surgery.
[CUSTOMER][NEGATIVE] Well, why is she, why is she telling me I got a, a year waiting period?
[AGENT][NEUTRAL] Are you having
[CUSTOMER][NEUTRAL] And all I'm getting is the cleaning.
[AGENT][NEUTRAL] Uh, the, yeah, the cleanings are not a waiting period. That's a preventative, which is, there's no waiting period for that. So if they want to,
[CUSTOMER][NEGATIVE] Well, can I put, can I put it on, can I put this on 3 way cause I don't know what she's telling me. She's telling me I gotta wait a year before I can use it.
[AGENT][NEUTRAL] Right, OK, so if you want to go ahead and give her this number and have her call and I will send her a fax with your benefits on it so that she can see that you don't have a waiting period for preventative.
[CUSTOMER][NEUTRAL] Well, can I just put out on 3 way right now?
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Can you hold for one minute, please?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Prime [PII].
[CUSTOMER][NEUTRAL] If you would like to schedule your first appointment with us, press 1. If you are currently an Aspen dental patient and need to reschedule an appointment or speak to a member of the office team, press 2. Please listen carefully, as many options have recently changed.
[CUSTOMER][NEUTRAL] To make a payment with our automated system, press 1. To confirm an upcoming appointment, press 2. For billing or statement questions, press 3. To speak with a member of the office team or to verify insurance for an upcoming appointment, please stay on the line.
[CUSTOMER][NEUTRAL] Are you there, ma'am?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Thank you for calling Aspen Dental. Please hold for the next available team member.
[CUSTOMER][POSITIVE] Thank you for choosing Aspen Dental. How may I help you today? Yes, ma'am. How are you doing? This is [PII]. Um, did I just speak with you?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, someone verified my dental.
[CUSTOMER][NEUTRAL] And then I have to pay full price. Is there any way I can speak back with, with, with her who does the verification?
[CUSTOMER][NEUTRAL] There's 2, well, I do verifications, um, but I didn't speak to you um there's another young lady. Let me see if she's available. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling Aspen Dental. At Aspen Dental Practices, we want you to have a great experience. That's why we're all about saying yes to helping you get the care you need. We're committed to keeping our prices low, and you'll have peace of mind knowing our practice team will do everything possible to help you get to yes. Thank you for holding. How can I help you? Yes, ma'am. My name is [PII]. I think I did I just speak with you?
[CUSTOMER][NEUTRAL] Yes. OK, and you tell me that uh.
[CUSTOMER][NEUTRAL] People said that I have to wait a year to use preventive care.
[CUSTOMER][NEUTRAL] Major
[CUSTOMER][NEUTRAL] Not preventative but major dental cleaning.
[CUSTOMER][NEUTRAL] They're a cleaning.
[CUSTOMER][NEUTRAL] The cleaning that you're having done for tomorrow is under major services for this um insurance company.
[CUSTOMER][NEUTRAL] But it's the dental cleaning.
[CUSTOMER][NEUTRAL] It is a major service. It's a major type of cleaning. It's not the regular prophylaxis because you're having more detailed um gum treatment done. It's under major services.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I had them on the phone and she's telling me that.
[CUSTOMER][NEUTRAL] For preventive services.
[CUSTOMER][NEUTRAL] No, you it regularly.
[CUSTOMER][NEGATIVE] It's not a regular cleaning, no, it's not.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, this is [PII]. I'm with APL. I do show that the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Are you there? Is she still there?
[AGENT][NEUTRAL] Uh yes, I'm still here.
[CUSTOMER][NEUTRAL] Right, I'm still here.
[AGENT][NEUTRAL] Yes, I do show that the effective date of the policy is [PII].
[AGENT][NEUTRAL] So his one year passed as of December it will pass [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's what I told him. Right, that's what that's what she told me. She's saying it's not a regular cleaning then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Yes, sir.
[CUSTOMER][NEUTRAL] It's a detailed um vied cleaning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on [PII], Dexter that one year will be up.
[CUSTOMER][NEUTRAL] So that was probably.
[CUSTOMER][NEUTRAL] OK you mean [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, you said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well, I, I, I was just trying to see why, why, you know, the cleaning wasn't covered, so she's telling me it's not a normal cleaning so.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's a, a more detailed cleaning to get down into your gums to get the infection out.
[CUSTOMER][NEUTRAL] So once you get your mouth to a healthy state where you're able to just come every 6 months for regular cleaning then that.
[CUSTOMER][NEGATIVE] Well, that's what I'm supposed to be coming for a regular cleaner. I was never told that I had an infection.
[CUSTOMER][NEUTRAL] So you know what I'm saying, so that's why I'm, that's that's why I'm saying I'm thinking of it to regular cleaning.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][POSITIVE] So, all right, you're good.
[CUSTOMER][POSITIVE] We're good.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] All right, thank you so much. Thank you.
[AGENT][POSITIVE] You're welcome. You guys take care, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][POSITIVE] Yeah, let me, let me get them off the line and I'll I'll speak with you as well, OK? OK, alright, you all have a good one bye bye.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][POSITIVE] You too. You take care.
[CUSTOMER][NEUTRAL] OK, so I mean.
[CUSTOMER][NEUTRAL] So what's the benefit of me even having this if I can't use it?
[AGENT][NEUTRAL] Well, the type of cleaning that they're.
[CUSTOMER][NEUTRAL] Until a year.
[AGENT][NEUTRAL] The type of cleaning that they're doing, um, per your policy contract, your major expenses are a waiting period of 12 months, um.
[AGENT][POSITIVE] Now, it is a good policy.
[CUSTOMER][NEUTRAL] So I would spend $2400.
[CUSTOMER][NEGATIVE] I would spend, I would have to spend $2400 just to be able to use it.
[AGENT][NEUTRAL] Well, now, you can use it for anything um for basic and radiographs and preventive does not have a waiting period. Um, anything major does have a waiting period.
[CUSTOMER][NEUTRAL] Pretty much.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I wasn't aware that this is a major cleaning but.
[AGENT][NEUTRAL] Right, right, I can see where it could be confusing.
[CUSTOMER][NEUTRAL] I mean, if, if I'm just gonna be out of pocket, if I'm, if I'm just gonna be out of pocket, you know, what you, you know what.
[CUSTOMER][POSITIVE] Good is this.
[CUSTOMER][NEUTRAL] You do me.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] To even, you know,
[AGENT][NEUTRAL] Or if
[CUSTOMER][NEUTRAL] So how, how do I go about canceling this?
[AGENT][NEUTRAL] Uh, I can transfer you on over to Universal Trucking and you can speak to somebody there about canceling your policy if you would like for me to do that for you.
[CUSTOMER][NEUTRAL] So any money that I put into this, yeah, any money that I put into this, would those be reimbursed?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, let me, let me speak with someone there Universal.
[AGENT][POSITIVE] OK, alright, it's gonna be a brief hold. I'm gonna transfer you on over Dexter. I hope you have a wonderful day. Have I answered all your questions before I transfer you?
[CUSTOMER][NEUTRAL] Pretty much.
[AGENT][POSITIVE] OK, well you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye.