AccountId: 011433970860
ContactId: 6161bb46-b373-4302-a63c-836242a8366e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 861469 ms
Total Talk Time (AGENT): 121331 ms
Total Talk Time (CUSTOMER): 493504 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6161bb46-b373-4302-a63c-836242a8366e_20250519T22:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I have a, uh, [PII], I literally just got off the phone with you I think about my dental insurance that wasn't covered. I literally called Carrington, am I the same person?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I think I am. I called Carrington. I got transferred twice and they literally transferred me back to you.
[AGENT][NEUTRAL] Uh, mhm.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm dead serious. Like, who in corporate can you please get me to? I'm like, I've got to figure this out. I was transferred twice and then they just transferred me back to you.
[AGENT][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second, let me pull up your policy, because yes, it was with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL, but it's through Carrington mhm.
[AGENT][NEUTRAL] OK doke let me see who's available.
[AGENT][NEUTRAL] OK, give me just a second. I'm trying to figure out which one is available right now.
[AGENT][NEUTRAL] And I will transfer you over to them, OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this caring thing you're transferring me to or like a boss?
[AGENT][NEUTRAL] No, no, no, no, no, someone from, from APL, a supervisor, because that's what you asked for, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEGATIVE] OK, yeah, no, I'm not gonna send you back there.
[CUSTOMER][POSITIVE] I'll send me right back to you.
[AGENT][NEGATIVE] Yeah, I'm not gonna do that lesson learned on that one. I didn't think that they would actually do that.
[CUSTOMER][NEUTRAL] Where my paper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I have someone, but I'm giving them some information just real quick.
[CUSTOMER][NEGATIVE] OK, shoot, I don't have my paper with the damn codes on it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Are they gonna be able to help me if I don't have the code for that thing that's not covered?
[AGENT][NEUTRAL] Um, that's why I'm gonna give it to a supervisor to see what all needs to be done. Um, she's pulling it up now and then.
[CUSTOMER][NEUTRAL] Well, I don't know where my paper went.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I have the 21 I'm sorry the 4119, the 2740 is the main one that you needed.
[CUSTOMER][NEUTRAL] With the code on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm in the car and my paper fell.
[AGENT][NEUTRAL] OK, I, I had it written down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[AGENT][NEUTRAL] Hey, hey [PII], it's me. She is specifically upset about procedure code 2740. She's in the car, so she didn't have that with her, um.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Yeah, she's upset and then she called Carrington and Carrington transferred her to us.
[CUSTOMER][NEUTRAL] OK, and it's not covered under her.
[AGENT][NEUTRAL] That's what it looks like on my end.
[AGENT][NEUTRAL] Cause she has bit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's a low if that means anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it means that she doesn't have major services and crowns are a major restorative service.
[AGENT][NEGATIVE] Yeah, she's upset about it.
[CUSTOMER][NEUTRAL] OK, all right, well that is.
[CUSTOMER][NEUTRAL] Awful, but um I will do my best to
[AGENT][NEGATIVE] Calm her down.
[CUSTOMER][NEUTRAL] Help her out, yeah, and can you said her name is [PII] what's her callback number?
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and then actually real quick before you send her over to me I do wanna look at the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to go to forms and templates. I wanna look at the high. I wanna see if you said 2740.
[CUSTOMER][NEUTRAL] 2740. I mean we might, I don't know if Bic will allow her to upgrade her policy, but that might be a conversation she can have with Bic if they offer it, so let me pull up that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Happy Monday, by the way, Monday right before the day ends.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, and am I like just dumb? I don't see the big high fax back.
[AGENT][NEUTRAL] There's only one fax back.
[CUSTOMER][NEUTRAL] OK, let me look for the retired fax box.
[CUSTOMER][NEUTRAL] Retired gentle sacks back big high.
[CUSTOMER][NEUTRAL] Oh, that's because they don't cover the high doesn't cover major either. It's just the deductible amount that's different, OK.
[AGENT][NEUTRAL] Yeah, they
[CUSTOMER][POSITIVE] Um, awesome, well, yep, just send her over to me, um, just introduce me to her or like whatever, introduce her when you transfer the call, and I will do my very best to take care of her.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you. Sorry I'm doing this to you.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] OK, I have [PII] on the line she is uh my supervisor, so she'll be able to try and help you out as best as she can, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] Hi Miss [PII], thank you so much for holding. My name is [PII]. I'm the customer experience coordinator. Um, Ms. [PII] was telling me that you had questions about some of your dental coverage, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK awesome and it looks like it was.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][POSITIVE] Yeah, if you wanna tell me about it that'd be wonderful.
[CUSTOMER][NEUTRAL] Well, I got it like I was at my doctor my business today and I have like the code where they have like all the expense at the fee and all that and it's just which I went through it with [PII] and she said that this code um that I'm having for a crown she couldn't uh I guess it's not covered for it whatever um so then she gave me the number to Carrington.
[CUSTOMER][NEUTRAL] To call to ask for a discount since I am my provider is in network because I mean I'm paying over $1000 1000 dollars.
[CUSTOMER][NEUTRAL] $100 for this. I mean, it's basically out of pocket. Well, I called them to ask for a discount code and they transferred me twice and they transferred me right back to her. And so I was just wondering if you could.
[CUSTOMER][NEGATIVE] I guess if you could look up the code and see why it's not covered or if there's an alternate that might be covered like I just need help but I can't afford like I can't be out of pocket when I have insurance.
[CUSTOMER][NEUTRAL] Definitely understand that um so yes with Carrington if your providers in network and that might be that conversation usually happens between the provider and Carrington so we don't do that part of the discounts with them we can just refer to Carrington but it might be a conversation you have with your dental provider and just let them know that you have Carrington and um to see if there's any discounts they can offer through them.
[CUSTOMER][NEUTRAL] Uh, it does look like the for crowns they're considered major restorative and this dental plan just covers, um, basic and preventative services, so it doesn't have any major service coverage.
[CUSTOMER][POSITIVE] Well, I picked the most coverage that was allotted to me by my employer.
[CUSTOMER][NEUTRAL] Yes, and it still only covers the basic basic restorative preventative and then like the the X-rays coverage.
[CUSTOMER][NEGATIVE] It's, it just covers for basic basic stuff, yeah, so really crappy coverage.
[CUSTOMER][NEUTRAL] So it doesn't unfortunately it doesn't have any major dental services.
[CUSTOMER][NEGATIVE] Well, there's not really, well, I talked to my dentist about this. There's not, I mean, this is like an old cavity that I got as a child and that like it's got to be, and now it needs a crown because like it's coming out. There's not really an alternative and like this is more than what I make in two weeks out of like after taxes and everything. So this is just really crappy coverage.
[CUSTOMER][NEUTRAL] And I'm really sorry and I did look at this to see if they offered any other coverage beyond what you have like that on our side if they worked with us on anything else and it looks like all of the things they offer are just the preventative and basic because I was trying to see if maybe there's a different plan that we could, you know, like maybe we could get with B and we could see if there was something you could upgrade to.
[CUSTOMER][NEUTRAL] Um, through them, but it looks like all of their coverage is just preventative and basic, and so I was trying to see if they offered anything else that you maybe you could like ask to change coverage or something like that, but I'm not seeing any different plans that they offer with us.
[CUSTOMER][POSITIVE] I'm really sorry I absolutely.
[CUSTOMER][POSITIVE] Absolutely understand. I didn't have dental insurance until I started here for years and I, I definitely, it's so expensive, so I really do understand and I'm really sorry. I know I wish I could give you better news.
[CUSTOMER][NEGATIVE] I mean, it's just really crappy coverage. I'll be honest with you, like, even on my medical, it's like horrible. Like, this is just, and you know, the only, the only reason, I mean, I don't know, it's just extremely frustrating. I mean, so now what am I supposed to do, just lose this tooth? Like I have to, I have to figure out a way to pay for this. I don't like
[CUSTOMER][NEUTRAL] After taxes and everything, I mean, that's just
[CUSTOMER][NEGATIVE] It's more than what I make in 2 weeks. And then, I mean, there really is not like talking to my dentist, like it's not like there's like another alternative. I mean, I guess I could do like a payment plan or whatever, but it's just so like, it's just extremely frustrating. You you see all this stuff in the news, people upset with their insurance. I mean, I feel, I get it now, you know.
[CUSTOMER][NEUTRAL] Yeah, I'm so sorry. I definitely understand how frustrating it is, and I really wish that like it's just not, but there's nothing I, I mean I've gone to all my 6 month appointments. I've done all my cleaning, like I brush my teeth every night. Like there's nothing else preventative, it's just preventative.
[CUSTOMER][NEUTRAL] Yeah, just a preventative and basic the only thing I can think of and like I don't know.
[CUSTOMER][NEUTRAL] I don't know exactly like what you're.
[CUSTOMER][NEUTRAL] What situation you are in, I know that and like let me double check this before I just say this out loud.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean I'm not like broke or anything. I can make like a payment plan and pay this off. It's just like the principle of it stinks yeah there is. I mean, I don't know if it's an option um or what it even looks like, but this, this policy does cover a simple extraction, um, which is when there's no root exposed and they don't have to use.
[CUSTOMER][NEUTRAL] Um, like major service tools like I, I don't know if that I, I would wanna keep my teeth, but I.
[CUSTOMER][NEGATIVE] I wish I'm sorry. I also wish I was like a dental person and I knew more about beyond just the, the insurance codes that I'm looking at. I wish I knew more there to even help.
[CUSTOMER][NEGATIVE] Yeah, I mean, it's just frustrating because I'm, I mean, I do every 6 months cleaning like I do all that preventative stuff and I've used all of this instruments for the preventative stuff, but this was like a, a cavity that was from like a long time ago that was filled and like it's coming out and so like there's stuff getting stuck in the middle of it and because of how big it was, he was like there's really not like a better option so.
[CUSTOMER][POSITIVE] I mean, it's just extremely fresh, it's just.