AccountId: 011433970860
ContactId: 6cbf5184-c7e4-400b-a60a-c9ce19840298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657840 ms
Total Talk Time (AGENT): 174948 ms
Total Talk Time (CUSTOMER): 361674 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6cbf5184-c7e4-400b-a60a-c9ce19840298_20250214T17:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a question about our dental policy, please.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have my husband's social.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what's his social?
[CUSTOMER][NEUTRAL] [PII]. Wait, that's wrong. Oh, I'm sorry, that's what I said [PII]. I'm sorry.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Is that correct, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Ms. [PII], verify your date of birth and the mailing address for me, please.
[CUSTOMER][NEUTRAL] She said my date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And I do know your date of birth. Thank you.
[CUSTOMER][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] For comedy relief.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] OK. And the mailing address?
[CUSTOMER][NEUTRAL] [PII] or do you need to answer this? You think I got it. OK, [PII].
[AGENT][POSITIVE] They are cute. I love it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I do that to my husband as well.
[AGENT][NEUTRAL] All right. And you said you had questions about the plan?
[CUSTOMER][NEUTRAL] Um, I had an upper partial and a lower partial ma and I never could wear them because he, he made them wrong and I called in right after that to tell the representative that and she said that, I'm paraphrasing, but more or less it was my problem, you don't get involved in that even if they're made wrong and I can't wear them. So, um, all these years I have not been able to use my upper or lower partial and
[CUSTOMER][POSITIVE] I think this April I have waited the length of 4 years or whatever it was, so I think I'm eligible to have some of that covered in April so I can have a new one made, is that right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me see, and when did, uh, you say you had it, when did you have the partial, what year?
[CUSTOMER][NEUTRAL] Girl, I don't know, it's been so long.
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Um, I feel like it's, I feel like the 4 years is coming up on the upper and then I think it'll be another year on the lower.
[AGENT][NEUTRAL] Partial.
[AGENT][NEUTRAL] Well, for, um, partial indentures it's every 5 years.
[AGENT][NEUTRAL] But let me look at the history.
[CUSTOMER][NEUTRAL] OK then it might be another year.
[AGENT][NEGATIVE] Well, that's no good.
[CUSTOMER][NEGATIVE] No, it was a waste of money. And see, I worked in a dental office and I know like Blue Cross Blue Shield, we have patients who are not satisfied and they got involved and made the dentist redo them, but they, that representative said y'all don't, y'all don't do nothing like that, so.
[AGENT][NEUTRAL] Uh, no, unfortunately. Let's see.
[AGENT][NEUTRAL] Give me one, I'm just looking at the history.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] 2 to partial.
[AGENT][NEUTRAL] OK, so it was [PII].
[CUSTOMER][NEUTRAL] So I think it'll be next year.
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Because the upper one was made one year and the next one was made the following year. So they were not done the same year.
[AGENT][NEUTRAL] Low part.
[CUSTOMER][NEUTRAL] The lower one was made 2nd and the upper was made 1st.
[AGENT][NEUTRAL] Let me double check with the upper because the lower it's showing 76 to 21, and that is the lower and let me see about the upper.
[CUSTOMER][NEUTRAL] So the upper one was in, then it would, I'll let you tell me.
[AGENT][NEUTRAL] So he's fine.
[CUSTOMER][NEUTRAL] I thought the upper one could be done.
[CUSTOMER][NEUTRAL] This year, but I might be off a year.
[AGENT][NEUTRAL] Uh, and the upper was [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That one can be done then, right?
[AGENT][NEUTRAL] Uh, let me do some handy dandy math. I can never, let's see.
[CUSTOMER][NEGATIVE] Maybe we're long lost sisters cause I can't either.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, it won't be until next year, then I will satisfy that, um, 5 year, once every 5 years. So January for the upper and July for the lower.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, well, I appreciate you looking that up for me and let me ask you something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I should have done this probably because you could cancel the policy and restart it and only have to wait a year. Does that still stand like you would, even if you did that, would it retroact and you would still have to wait that year?
[CUSTOMER][NEUTRAL] I may still have to wait those 5 years.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm sure you would because if not, everybody would be doing that.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, if they could, people would, but um.
[CUSTOMER][NEGATIVE] Yeah, because that's what I'm thinking. I mean, I'm sure that that would go retro. I'm sure they would know that that happened and not cover it. It's just so unfair that we pay and I don't really get to use it because that's what I need to have done and.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I even talked to an attorney, but by the time, you know, you paid him, it just wasn't gonna be worse. You pay him what you pay to do that.
[AGENT][NEGATIVE] And they weren't able, the dentists weren't able to fix them.
[CUSTOMER][NEUTRAL] No, well, he said he added a tooth, but um,
[CUSTOMER][NEUTRAL] When I went back in,
[CUSTOMER][MIXED] I'm just gonna make it a very short story because it's a very long story, but I had a molar that that partial hooked to, and that molar had a big amalgam in it. And I told him I did not think that tooth was going to support that um class. And he said there was nothing wrong with that tooth and it would, well, it was like a few weeks later, that tooth just disintegrated and I went to a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] An oral surgeon, and I had to have that tooth removed because the endodontists couldn't even do a root canal on it, so that tooth had to be extracted. So I went back to him, and he added
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] Quote unquote, a tooth to that partial. Well, he really didn't. He set chairside and filled that class with composite and then used the UV light to cure it. So it was not even a tooth that got sent to the lab. It was a clump of composite material, which is tooth colored filling that goes into your mouth whenever you have a filling done instead of the silver, which is the amalgam.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So he used the composite material that is not adding a tooth.
[CUSTOMER][NEGATIVE] Then y'all paid him for that, and that's not even what he did.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] He did a terrible, terrible job. So then I went to a dentist about a year ago, and she actually added a tooth to that class, um, where he didn't, and she could not believe that he did what he did.
[CUSTOMER][NEGATIVE] But I still cannot chew with those. It will, they will not chew food. So that's why I was hoping that, you know, I had some coverage at this point to at least get the upper one done and then wait another year to get the lower one done, but I still have another year to go, so.
[AGENT][NEUTRAL] Yes, ma'am. One day, I'm sorry. Um, but yeah, there's, it's once every 5 years, so still a year to go.
[CUSTOMER][NEUTRAL] OK, well, I appreciate you looking that up, and is it still, how much is it a year? is it $1500 a year?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] And then the um prophies and all that um that comes, that actually goes toward that $1500 right?
[AGENT][NEUTRAL] Uh, yes, uh, any services performed will go towards the $1500 benefit.
[CUSTOMER][NEUTRAL] OK, and it's a $50 deductible and $150 per family, is that right? I'm just going off of memory.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] And I don't think you do this, but I don't, do you, can you see our um.
[CUSTOMER][NEUTRAL] Our our coverage or eyeglass coverage or do you are you strictly dental?
[AGENT][NEUTRAL] Uh, we just dental, uh, we don't have any vision insurance with our company.
[CUSTOMER][POSITIVE] OK, I'll have to figure out who that's with with his company. Well, I appreciate you looking for me.
[AGENT][NEUTRAL] Alright, you're welcome, Ms. [PII], and if you like, I can give you the number to UTBA and they'll be able to verify who you may have vision. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, you do have it.
[CUSTOMER][NEUTRAL] OK, is is that the vision place itself or is that just he can tell me who it is?
[AGENT][NEUTRAL] Uh, this is the, who can tell you, it's UTDA, uh, for your husband's, um, group, and they'll be able to verify who you may have vision insurance with.
[CUSTOMER][NEUTRAL] OK, what's their number?
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] Alright, you're welcome and uh thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.