AccountId: 011433970860
ContactId: 6110289f-7543-4f68-9764-4f1f8499e058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411989 ms
Total Talk Time (AGENT): 162049 ms
Total Talk Time (CUSTOMER): 256114 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6110289f-7543-4f68-9764-4f1f8499e058_20250609T15:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. This is [PII].
[CUSTOMER][NEUTRAL] Uh, morning, Miss [PII]. How you doing? [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am here.
[CUSTOMER][NEUTRAL] On this, I keep wanna say different day, but it's Monday.
[AGENT][NEUTRAL] Monday
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Yeah, I have an insured on the phone. He has an um dental policy with us and he's wanna know if he can up his uh benefits or upgrade.
[AGENT][NEUTRAL] OK. Um, he cannot, but just
[CUSTOMER][NEUTRAL] And I didn't know if we did that with the.
[AGENT][NEUTRAL] What is that
[CUSTOMER][NEUTRAL] Oh, he's not gonna be pulling. Oh well.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] What is that policy number?
[CUSTOMER][NEUTRAL] 615-237.
[AGENT][NEUTRAL] Oh, no, yeah. I was gonna say possibly at open enrollment or something with the group, but no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] It is what it is. I mean, you know, but I can speak with you.
[CUSTOMER][NEUTRAL] Yeah, this is what it is.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, sweetie. I appreciate you.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And I verified all this information.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, uh, thank you. Hold on one second. Oh, he hung up. OK, he'll be fine. He'll call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, but would
[CUSTOMER][NEGATIVE] He was fussing that we didn't cover fluoride, but it's like uh it's under the age of [PII]. Well, that doesn't seem fair with her. It's been in the policy since she had it since [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Fair or not, that's what it is. And you know, dental policies are never any good no matter what. I mean, not [PII] I'm talking about dental.
[CUSTOMER][NEUTRAL] Black
[CUSTOMER][NEUTRAL] That's what it is.
[AGENT][NEUTRAL] Like any dental.
[CUSTOMER][POSITIVE] Well, I don't, yeah, well, I haven't had any other dental, um, that I can remember besides probably what my parents had me under, but under this one, I like ours, the D4 policies. I do like ours.
[CUSTOMER][POSITIVE] Cause it works, you know, we go and get our teeth cleaned every 6 months.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, that's true. That's true. And that's what um my husband always had me on his dental and it's like I took out ours as secondary, you know, because his was not great. So I'm like dental's always.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Low, I mean, you know, as far as paying benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I mean it's not gonna be 100%. I mean it's gonna pay it all, but some insurers, they, they put in their brain that it's gonna pay it all. It's like uh no and then we get the uh simple dental select dental policies is even worse in my opinion because they're not paying us it's only gonna pay what the fee schedule.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] You might as well just go with your group.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, I'm glad he hung up though.
[CUSTOMER][NEUTRAL] Bless his heart, but it's
[CUSTOMER][NEUTRAL] Yeah, cause he was getting a little fussy. I could tell he was starting to get a little fussy and I was like, what, sir?
[CUSTOMER][NEUTRAL] Sorry, but that's just the way your policy works. You wanna upgrade, it's not gonna make a big difference uh schedule uh A to D. I mean, it's not, it's still not a lot, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I don't know what he believed what happened, but it's, it's still a lot.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But they don't know that the grass is not greener on the other side. So, but he did have it for a long time, so especially for him and his wife, they're in their [PII]. I'm just thinking, well, sir,
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] You probably get on Medicaid or Medicare.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know if they cover dental with Medicare, do they? Or they only for medical. I never really thought of it.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] I had neither, but it seems like they cover everything needed. I don't know, they may not. I don't even know.
[CUSTOMER][NEUTRAL] For senior citizens, I would think.
[AGENT][NEUTRAL] I would think so too.
[CUSTOMER][POSITIVE] So they probably have it better than what we offered, you know what I mean?
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Uh, yes, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] But they holding on strong to these policies. I appreciate it.
[AGENT][POSITIVE] Right, you got that right, yes.
[AGENT][NEUTRAL] And you know, I have talked to people who are in their [PII], late [PII], and want to cancel their policy because they hadn't used it for so many years and I'm like, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I need to keep that in mind.
[CUSTOMER][NEUTRAL] And they forget. Um, a lot of people don't know they have policies and they forget and get a lot of people, family members calling it's like, hey, show my so and so has this policy. I just wanna know uh if it's active and what it covers like, um, it's a dental.
[AGENT][NEUTRAL] Mm. Yeah.
[CUSTOMER][NEUTRAL] It's not a life plan because they hear APL American Public I'm so happy they changed it from American Public Life to APL cause people so y'all just do uh life insurance? No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're right.
[AGENT][NEGATIVE] Cause they think like you say, when they hear that laugh, they think this person has a life insurance policy and it's like that dental or cancer or something. Yes, and they're so disappointed. I mean, you know.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Again
[CUSTOMER][NEGATIVE] Right, and then you can hear in their voice too. Oh, so this nightlife, no, so there's no benefits for if they pass, no.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It is for they had dental services. And um and I get it, but Aetna, I didn't know theirs was Ana, Aetna public life or Aetna Life or some something like that. So I wonder if they just like, you know what these people keep asking, are we a life? Let me just tell them it's just Aetna.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Or just Cigna.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just American public.
[CUSTOMER][NEUTRAL] These calls.
[CUSTOMER][NEUTRAL] APL.
[AGENT][POSITIVE] Yeah, I like that too because that cuts down.
[CUSTOMER][NEUTRAL] Well, it says July.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] It says life. Well, it's, that's just the name of the company. We all need to change your name. No, we don't.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You need to understand.
[CUSTOMER][NEUTRAL] We get it. Those other people get it.
[AGENT][NEUTRAL] And it's like maybe not life insurance, it's public life like, you know.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] Just like living day to day life.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Right, but
[AGENT][NEUTRAL] Not life insurance.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][POSITIVE] But uh that'll be OK. All right, pre uh, sweetie, I appreciate it. Uh, I'm sure he'll call back.
[AGENT][NEUTRAL] You're welcome. Probably so, but yeah.
[CUSTOMER][NEUTRAL] Let me put a note in the system real quick, yeah.
[CUSTOMER][POSITIVE] All right, well I appreciate you have a great one.
[AGENT][POSITIVE] All right. You too, you too.
[CUSTOMER][NEUTRAL] Um, back.
[AGENT][NEUTRAL] Bye.