AccountId: 011433970860
ContactId: 45e50b55-e28e-4c62-956a-76a918967cc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 787020 ms
Total Talk Time (AGENT): 294412 ms
Total Talk Time (CUSTOMER): 268024 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/45e50b55-e28e-4c62-956a-76a918967cc5_20250313T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is uh [PII]. I'm trying to call.
[CUSTOMER][NEUTRAL] To get my uh ID number for um my um.
[CUSTOMER][NEUTRAL] Dental insurance and see what like what my actual dental dental insurance is.
[AGENT][NEUTRAL] OK, I can help you, [PII] with your dental policy. Can you please give me, you don't know the policy number, is that correct?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I don't have my card or yeah I don't have, I don't have any anything.
[AGENT][NEUTRAL] OK, I can look it up with your social security number if you can give that to me, please.
[CUSTOMER][NEUTRAL] Uh yes ma'am, uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also for security reasons, can you give me your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my email is [PII].
[CUSTOMER][NEUTRAL] Um, I can't remember what address. I don't know if it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I can't remember the zip code.
[AGENT][NEUTRAL] It looks like I have a PO box.
[CUSTOMER][NEGATIVE] Oh damn I.
[CUSTOMER][NEUTRAL] What was that PO box number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think the so it was in [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't, I don't have it no more.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, well, we'll make sure that we get your address updated then. What would you like your address to be on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I think it let me make sure that's the correct zip code.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much. And then one last verification, can you please give me your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and if we get disconnected is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][POSITIVE] OK, great.
[AGENT][POSITIVE] Great, thanks. And I'm gonna update this address real quick.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, I think I've got your address updated now.
[AGENT][NEUTRAL] Alright, do you have a pen and paper handy so I can give you your policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, the policy number is 21.
[AGENT][NEUTRAL] 77.
[CUSTOMER][NEUTRAL] Hold on, hold on one second, my pen now, now once that you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, alright, here it goes. I'm ready now.
[AGENT][NEUTRAL] It's OK, it's [PII].
[AGENT][NEUTRAL] And if you sign up for our online service center, let me give you that address, it's a portal to your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's secured S E C U R E D.
[CUSTOMER][NEUTRAL] I'm, I'm sorry. Hold on. Let me move around. I'm in a I'm sorry, I'm in a bad, I'm in a country neighborhood in a bad area in a truck stop. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, OK. That's all right.
[CUSTOMER][NEUTRAL] I gotta keep moving. I, I, I gotta keep moving. I gotta keep moving around to get some good er to get good service with you.
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Now here my order.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Let me try down here. OK. All right, you said secure, you said SEC.
[AGENT][NEUTRAL] U R E D.
[CUSTOMER][POSITIVE] U R E D oh secured. OK, secured.
[AGENT][POSITIVE] secure. Am
[AGENT][NEUTRAL] Like Apple [PII] AM.
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Holy uh.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] And then you're gonna go in
[AGENT][NEUTRAL] There when you first get in there you're gonna click um that you are a new user.
[AGENT][NEUTRAL] And then the second option is gonna be you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then the rest of it is just uh doing your user name, your password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the name of your insurance is through APL.
[CUSTOMER][NEUTRAL] Name of insurance through APL OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And if um you want I can give you.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] The uh payer ID number, so if you go to the dentist they can use the payer ID number to file your claim electronically for you.
[CUSTOMER][NEUTRAL] Uh, yes ma'am. Can I, can I have that?
[AGENT][NEUTRAL] Yes, it's 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] It, uh, hold, hold on, hold on, hold on one second here we go, let me move back to the other side here we go.
[CUSTOMER][NEGATIVE] This is getting irritating.
[AGENT][NEUTRAL] That's OK. It's not bothering me. My phone will mess up sometimes too.
[CUSTOMER][NEUTRAL] It seem like uh uh.
[CUSTOMER][POSITIVE] I, I mean, it's usually, I've never, I never have a problem. I never break down on my truck or in areas where it's good. I always break down where I only get enough service.
[CUSTOMER][NEUTRAL] There's nothing around. OK, um, policy ID number.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, payer ID number is 6.
[AGENT][NEUTRAL] It's the payer ID number, yeah.
[AGENT][NEUTRAL] 0801.
[CUSTOMER][NEUTRAL] Alright, 60801 is payer ID number.
[AGENT][NEUTRAL] Yes, and then let me give you your group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, uh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Number OK.
[AGENT][NEUTRAL] It's 16068.
[CUSTOMER][NEUTRAL] 1601608.
[AGENT][NEUTRAL] 16068.
[CUSTOMER][NEUTRAL] 01606868.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 16068. OK, this is a group number OK.
[AGENT][NEUTRAL] And the name of your group is Universal Trucking Hirschbach.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Virtual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Heat.
[AGENT][NEUTRAL] And that's the information you should need to be able to go to a dentist for them to help file your claim once you get on the online service center.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, you'll be able to get a copy of your card and you'll be able to see your policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] There in the online service center.
[CUSTOMER][NEUTRAL] OK. Do you, um, uh, are you, are you able to see my policy now?
[CUSTOMER][NEUTRAL] Or do you get, do you need to transfer me to somebody?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, I can look it up.
[AGENT][NEUTRAL] Let me get where I can.
[AGENT][NEUTRAL] Just give me just a second while it loads for me.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] And it's taking its time, so sorry about that.
[CUSTOMER][NEUTRAL] And that's, that's fine. You had to deal with me having to run back and forth across the truck stop to get service to hear you so.
[AGENT][POSITIVE] Oh that's OK. I didn't even hear you running. You did good.
[CUSTOMER][POSITIVE] I think I lost a couple pounds so that's good for today.
[AGENT][POSITIVE] Yeah, there's you got your exercise in.
[AGENT][NEUTRAL] What's this thing takes OK, there it is.
[CUSTOMER][NEGATIVE] Well, well, I, well, I, I don't, I, I didn't, I didn't need no help to lose no pounds because I haven't ate in 4 days because of my tooth.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh, you poor thing I'm sorry, hopefully you'll get fixed up, um, OK, so and this is just to verify benefits it's not a guarantee of payment. You have a calendar year maximum of $1500 to go towards your dental care and then your deductible every year is $50.
[AGENT][NEUTRAL] So you'll need to pay that $50 deductible unless you're having preventive. If you're having preventative then we cover 100%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For uh, what, um, so what, what does that mean again?
[AGENT][NEUTRAL] Preventative is like uh cleanings, um, your X-rays, bite wings, um.
[AGENT][NEUTRAL] maintainers.
[CUSTOMER][NEUTRAL] OK, OK, OK, so just I, I, uh, so I had, uh, so the deductible I pay would be 50 if, uh, if it's like I go in here and they like need to pull it or something, right?
[AGENT][NEUTRAL] Those are preventative.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] That's fine. That's fine. um, is that the, uh, is that the high, is, is that the, uh, highest policy or is that, um, or is there any?
[CUSTOMER][NEUTRAL] Are there other policies besides that one?
[AGENT][POSITIVE] It's the enhanced, yes, yes, sir.
[AGENT][NEUTRAL] It's the enhanced through UTBA.
[CUSTOMER][NEUTRAL] Oh, the OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just couldn't remember. It's been a while since I signed up and I never used it.
[CUSTOMER][NEUTRAL] And I couldn't remember if I had if I had got the the best one not or.
[AGENT][NEUTRAL] Yes, you saw that in.
[AGENT][NEUTRAL] Yeah, it looks like you do have the big one you signed up in [PII].
[CUSTOMER][POSITIVE] Alright, well I thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's, yeah, it's been a couple of years.
[CUSTOMER][POSITIVE] That's why I had to, yeah, that's why I had to call, never had, never had to use it.
[CUSTOMER][POSITIVE] Alright, well I thank you for all your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's no problem at all, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well you be careful out there on the road and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][POSITIVE] Yes ma'am you have a good day.
[AGENT][NEUTRAL] You too bye bye Co