AccountId: 011433970860
ContactId: 4de6b7b0-fdda-4b84-a08d-130c0f2867a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338410 ms
Total Talk Time (AGENT): 105741 ms
Total Talk Time (CUSTOMER): 105602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/4de6b7b0-fdda-4b84-a08d-130c0f2867a1_20250226T16:16_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, I, I'm trying to get some dental work done and my, um, dental office said that I didn't have insurance and I just talked to um.
[CUSTOMER][NEUTRAL] I just talked to the, the, the um.
[CUSTOMER][NEUTRAL] The dental insurance yes the the other day.
[CUSTOMER][NEUTRAL] And they told me I was, uh, that I did have insurance.
[CUSTOMER][NEUTRAL] So I'm just trying to get to the bottom of it, like, you know, uh.
[CUSTOMER][NEUTRAL] Am I covered for uh 2 225?
[AGENT][NEUTRAL] OK, I'd be happy to assist with your benefits, um, and Mr. [PII], if you can please verify, um, what is your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on, give me a second.
[CUSTOMER][NEGATIVE] It's uh 0.
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] 09022
[AGENT][NEUTRAL] OK, that the that doesn't match.
[AGENT][NEUTRAL] That policy number is not matching your name. What's your social?
[CUSTOMER][NEUTRAL] Now, you said it ain't matching?
[AGENT][NEGATIVE] What is your social? because the policy number that you gave me is not, that's not showing as your policy number.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] 534623
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, that's
[AGENT][NEUTRAL] OK, what number did repeat that number to me again please.
[AGENT][NEUTRAL] The um policy number that you gave me.
[CUSTOMER][NEUTRAL] 02520922
[AGENT][NEUTRAL] OK, I must uh.
[AGENT][NEUTRAL] Put something in wrong. OK, so yeah, that, that's correct. Alright, and what is your date of birth and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, so I do show your policy is active. Your effective date was [PII].
[AGENT][NEUTRAL] Um, but I don't show where.
[AGENT][NEUTRAL] Anyone has called in regards to um verifying your benefits?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Now what kind of work were you trying to get done?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Feeling
[CUSTOMER][NEUTRAL] And I got some that need to be some that need to be taken out.
[AGENT][NEUTRAL] Um, are these simple
[CUSTOMER][NEUTRAL] And I got carries and stuff too.
[AGENT][NEUTRAL] Simple, simple extractions or major?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Extractions because only simple extractions would be covered under the policy.
[CUSTOMER][NEUTRAL] Some what feelings.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just like taking out, taking out.
[AGENT][NEUTRAL] So it's not oral, it's not like a major oral surgery.
[AGENT][NEUTRAL] It would just be a simple extraction. OK, yeah, so that would, that would be covered. Um, I do show you have a $50 deductible to meet and also your benefit maximum is $500 per calendar year.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So I don't know, I understand why they, why they said that.
[AGENT][NEUTRAL] Well, did they call the right company?
[CUSTOMER][NEUTRAL] Yeah, they, they, they could have.
[AGENT][NEUTRAL] Cause I don't see where anyone called. I don't see where anyone has called.
[CUSTOMER][NEUTRAL] But I think
[CUSTOMER][NEUTRAL] But yeah, but I had gave him this, um, I gave my car insurance.
[CUSTOMER][NEUTRAL] I gave this right here, same thing that what you know what uh what you see my policy number and everything.
[AGENT][NEUTRAL] OK, well we notate every call that's made on your account and I don't show where anybody has called to verify so I would just check back with them if they called the correct company.
[CUSTOMER][NEUTRAL] So I do so as of [PII] I, you know, as of this year I do have uh dental insurance.
[AGENT][NEUTRAL] Yes, you've been active with us since [PII].
[CUSTOMER][NEGATIVE] OK, that's all I need to know. I don't understand why they got that information wrong.
[CUSTOMER][NEUTRAL] And I just had talked to the man he got, got my dental cards um the day before yesterday.
[CUSTOMER][NEUTRAL] And he said the same thing that I was like, but OK, I'm sorry to bother.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.