AccountId: 011433970860
ContactId: 6920ac81-0b78-4f19-ad12-07761b1ce875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646250 ms
Total Talk Time (AGENT): 209355 ms
Total Talk Time (CUSTOMER): 241936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/6920ac81-0b78-4f19-ad12-07761b1ce875_20250117T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, how are you doing, ma'am? My name is [PII]. My, um, policy number is 0254.
[CUSTOMER][NEUTRAL] 3866.
[CUSTOMER][NEUTRAL] The group number is 19205.
[AGENT][NEUTRAL] Thank you for that. Let me just pull this up here, one moment.
[AGENT][NEUTRAL] And if I could just verify your uh date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the address that we should have on file.
[CUSTOMER][NEUTRAL] Oh, the address is changed. I don't know if you have the new address. The address is supposed to have, um, the one we had, we had, um, before it was 9114 and then the application job. This is the one you have what?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, but can you change that for me to um.
[CUSTOMER][NEUTRAL] 3621.
[CUSTOMER][NEUTRAL] On we would
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII]. This is my new address [PII].
[AGENT][NEUTRAL] OK, so it's [PII]. Did you say [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's [PII], correct?
[CUSTOMER][NEUTRAL] Yeah [PII], yes.
[AGENT][POSITIVE] OK. So yes, I'm happy to update the address for you. How can I help today?
[CUSTOMER][NEUTRAL] OK, I called because I'm supposed to go to to the cleaning, a deep cleaning because I know I pay a lot of money for the essentials every week. Um, I'm wondering, um, I wanna know how much my co-payment because when I, when you go to that, um, that.
[CUSTOMER][NEUTRAL] They try to make you pay a lot of money even you pay a lot you already pay a lot of money in the insurance.
[CUSTOMER][NEUTRAL] I wanna know how much my co-payments will be if I, if for the deep cleaning because I have my gum I need treatment and my gum.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, so there's not any sort of co-pay that you would pay. Your plan would pay a percentage.
[AGENT][NEUTRAL] Of the treatment cost. So, let me pull up your plan. One second.
[CUSTOMER][NEUTRAL] Because I pay a lot of money every week.
[AGENT][NEUTRAL] So your plan pays 40% of the cost towards the deep cleaning.
[AGENT][NEUTRAL] So your provider should be able to tell you.
[AGENT][NEUTRAL] Prior to having the deep cleaning, what your out of pocket cost would be as far as what the 40% would be that you would be responsible for.
[CUSTOMER][NEUTRAL] I will be responsible for 60%?
[AGENT][NEUTRAL] Correct, because your plan pays for 40%.
[CUSTOMER][NEGATIVE] Ma'am, I don't understand. This is I pay like $200 over $200 every week.
[CUSTOMER][NEGATIVE] Every every month now I have to pay 40%. It's not what he said it's not what the guy said when I was talking to him on the phone.
[CUSTOMER][NEUTRAL] I paid $200.
[CUSTOMER][NEUTRAL] $240 from every.
[CUSTOMER][NEGATIVE] 58 of I don't know, I pay every like $68 every week now I have to pay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60%.
[AGENT][NEUTRAL] The plan type that you have covers 40% of the cost, yes. So the residual would be what
[CUSTOMER][NEUTRAL] Which, which plan, which plan he put me because is that what he told me which plan he puts me, he put me because when he talked to me, he told me I'm gonna pay like my copayment will be less even if I do deep cleaning I'm not gonna have to pay a lot of money.
[AGENT][NEUTRAL] I'm sorry for the confusion. I'm just reading you what is on the selected plan type. If you're concerned about.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEGATIVE] He's not gonna put me on insurance.
[AGENT][NEUTRAL] If you're concerned about the selected plan types then I would be speaking with your employer to see what the different plan types then were that were offered um.
[CUSTOMER][NEUTRAL] Yeah, I, I need to call him.
[AGENT][NEUTRAL] I'm not unfortunately able to give you an exact amount as far as like what it's gonna cost you to have a deep cleaning. Your dental provider should be able to take your insurance, and they should be able to tell you what the cost will be for you prior to the procedure.
[CUSTOMER][NEUTRAL] OK, which, which might then to provider will be uh on the back of the card, right?
[AGENT][NEUTRAL] And I mean, you can go, yeah, I mean, do you have a dentist that you're wanting to go see?
[CUSTOMER][NEUTRAL] Yeah, I'm going to um cause dental.
[AGENT][NEUTRAL] OK, so when, with the dentist that you've selected,
[AGENT][NEUTRAL] They should be able to quote you what the price will be out of pocket prior to having the deep cleaning because they should have your insurance information.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Ma'am, let me tell you something, um, it's like the same thing happened. I used to have uh.
[CUSTOMER][NEUTRAL] Even I used to have uh Obamacare. They used to pay like uh I used to pay um.
[CUSTOMER][NEUTRAL] $30 some dollars every month.
[CUSTOMER][NEUTRAL] Obamacare used to be um cover like 60%, 60-70%.
[CUSTOMER][NEUTRAL] When I go to um.
[CUSTOMER][NEGATIVE] Down to now I pay, I pay all that money like $200 over 2 to over $200 every month. Now I'm gonna have to pay 50 60%.
[AGENT][NEUTRAL] That is the plan type.
[CUSTOMER][NEGATIVE] Why I pay so much money on this insurance?
[CUSTOMER][NEUTRAL] Which plan he put me? Can you tell me?
[AGENT][NEUTRAL] Well, I can look at your group and I don't know if you guys offer different like multiple different.
[CUSTOMER][NEGATIVE] Can you tell me because I'm gonna talk, I'm gonna call him. I'm gonna talk back to him because I'm working hard on the world now. I need treatment for my teeth now all that money I pay.
[CUSTOMER][NEUTRAL] For only for doctor?
[CUSTOMER][NEUTRAL] Envision you're gonna tell me I'm, I'm gonna pay 60% when I go to the uh when I go to [PII] too.
[AGENT][NEUTRAL] Just for major expenses, that's just for major expenses.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] So you have the enhanced plan is what I show.
[AGENT][NEUTRAL] Are you still there Herv?
[CUSTOMER][NEUTRAL] Well I
[CUSTOMER][NEGATIVE] Yeah, I'm still there, ma'am, why I pay so much money. Now I have to pay 60% again. I, I better take getting another insurance.
[AGENT][NEUTRAL] If you'd like to cancel the insurance, you can definitely speak with your employer. I again, I'm sorry for the confusion on this. This is the plan type that is selected that was offered to this particular group.
[AGENT][NEUTRAL] What other information can I help you with?
[CUSTOMER][NEUTRAL] Can you give me the
[CUSTOMER][NEUTRAL] That's the only thing I wanna know. What about um vision, ma'am?
[CUSTOMER][NEUTRAL] Like the same 60% I have to pay?
[AGENT][NEUTRAL] So, I'm not showing that you have a vision plan with us. You have a dental, an accident, and short-term disability.
[CUSTOMER][NEUTRAL] What about the life insurance?
[AGENT][NEUTRAL] So for
[AGENT][NEUTRAL] So you would have to contact your employer regarding the vision I don't know who they offer.
[CUSTOMER][NEUTRAL] OK, can, can, can you provide me the number please?
[AGENT][NEUTRAL] is.
[AGENT][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] So the phone number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Give me 1 2nd, give me 1 2nd, ma'am.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yeah, [PII]. Yup, you're welcome.
[CUSTOMER][POSITIVE] OK thank you ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you, I'm gonna call thank you.
[AGENT][NEUTRAL] OK.