AccountId: 011433970860
ContactId: 3cecd510-2606-4e89-b049-1492c2a203d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335559 ms
Total Talk Time (AGENT): 199863 ms
Total Talk Time (CUSTOMER): 84171 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3cecd510-2606-4e89-b049-1492c2a203d8_20250429T19:09_UTC.wav
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[CUSTOMER][NEUTRAL] Right. [PII].
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I guess I need to find out what my policy number is what, what exactly I'm being charged and covered with cause we wasn't aware that the dental had changed.
[AGENT][NEUTRAL] OK. I can check and see if I can find a dental policy for you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Travel to
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII] and it's under my husband, [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] May I have the address, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And Miss [PII], you said you're wanting to know how much you pay for this policy or how much we pay for this policy?
[CUSTOMER][NEUTRAL] Yeah, how much, yeah, how much, how much, you know, we pay a week.
[CUSTOMER][NEUTRAL] So whenever it comes out of our check.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] And I, I need to know everything about it because I don't, I don't know nothing.
[AGENT][NEUTRAL] OK, so for general information about the policy and how it works and what benefits you have and all that, I can give you that information. But for the premium information or how much you pay or how they take it out or you know if it's monthly, weekly or something like that, you will have to get in contact with Universal Trucking, which is the one that got this policy set up for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, uh, and I just got off the phone with them, the girl said, well, I can't tell you anything. I'm like, well, wait a minute, it's coming from you all you can't tell me how much I'm paying.
[AGENT][NEUTRAL] Yeah, she should be able to tell you how much you're paying because, yeah, they're the ones that handle the premium. Um, but the benefits, I can give it to you because they don't have that information, but I can go ahead and give you benefit information. Um, so let me go ahead and pull, put your policy really quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And.
[AGENT][NEUTRAL] OK, and you can also go to our website at [PII] and you can register and view this information and get temporary cards if you need to do that as well, OK? Um.
[CUSTOMER][NEUTRAL] OK, what is it? [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You will click on sign in and you can create an account. Well, Mr. [PII] needs to create an account. It's gonna be his information. All right, and let's see, so, um, this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. This policy has a calendar year maximum of 1500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the $50 deductible.
[AGENT][NEUTRAL] And the deductible does not apply to preventatives. Preventatives are covered 100%, which is your regular checkups, your regular cleanings, and your wings.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then we have your radiograph, which is your Puma X-rays. That one is covered at 80%. And then you have your basic and basic restorative, which is your fillings and simple extraction. Um, the simple extraction is when the tooth is already loose and they just pull it out without having to do surgery, and that is 80%. Um, you also have major service. Major service includes um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] any endonics, periodontics, which is, uh, deeper, deep cleanings or uh a different type of
[AGENT][NEUTRAL] Consultations, which is a little bit more in-depth. Um, and then you have your crowns, your bridges, your partials, um, oral surgery, those are covered under major services which is 40%.
[CUSTOMER][NEUTRAL] OK, that's the deep cleaning too.
[AGENT][NEUTRAL] Yeah, that will be including the deep cleaning. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you, can you give me the, the policy number, what the dentist will have to have to pull it up?
[AGENT][NEUTRAL] Oh, sure, yes. The policy number is 01.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 98
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 20
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] You have? OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright thank you and you said I had to call the UTBA back and they're they're the ones just tell me how much?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, for the premium, they're the ones that can give you the premium information because we don't know if they have a bundle with something else, um, and they usually sell like a bundle package and we don't have the full amount to give you, OK?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, well, thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.