AccountId: 011433970860
ContactId: 74e03c30-60d1-4bda-a80a-50bb1090fe31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764599 ms
Total Talk Time (AGENT): 279983 ms
Total Talk Time (CUSTOMER): 338800 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/74e03c30-60d1-4bda-a80a-50bb1090fe31_20250527T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I guess, uh, my name is uh [PII]. I was just calling to see if
[CUSTOMER][NEUTRAL] My APL Carrington uh dental insurance is still active or if they're no longer available to use.
[AGENT][NEUTRAL] Oh, OK. Well, I can definitely check and see if the policy is active for you. May I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh yeah, my phone number is [PII].
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I got oh policy OK uh 02.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] 39.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. And I have you, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, your, um, all of your policies are active with us as of [PII], um, and they're still, um, they're still listed as active in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is that through a company or something? Or is that just my plan?
[AGENT][NEUTRAL] Um, this is through, hold on one moment.
[AGENT][NEUTRAL] Well, all of our policies are through the employer. Let me see. This is through Focus Workforce Management.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm surprised it's still active because I don't work there with them anymore so that's why I was just trying to figure out.
[AGENT][NEUTRAL] Um, so they
[CUSTOMER][NEUTRAL] How it's still active. How long?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I mean, you can give them a call if you like and let them know that you called us and the policies are still active, um, since all the policies are through the employer, we can't create or terminate without, you know, something in writing. So that's really all we're waiting for is just notification to go ahead and um close the policies out.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] But they can put, once they send it to us, depending, you know, whenever you like, let's say you left in March or something, they can put whatever um terminate effective such and such date. It could be a date in the past, um.
[AGENT][NEUTRAL] And then go from there with you.
[CUSTOMER][NEGATIVE] Well, they didn't terminate anybody, they just let a lot of people go due to not having enough work and I was on.
[CUSTOMER][NEUTRAL] The focus is um a temp agency, so.
[CUSTOMER][NEUTRAL] They have gotten work and I just didn't go back to them. So that's why I was just checking to see if it was still.
[CUSTOMER][POSITIVE] Good because I have um a Focus insurance here too.
[CUSTOMER][NEUTRAL] With them
[AGENT][NEUTRAL] Yeah, I would, well, well, it depends, um, if you
[AGENT][NEUTRAL] Because the
[AGENT][NEUTRAL] Well, it's through the group, so it's not like there's any payments being. I was just thinking about payments, but I mean if you wanted to reach out to them and let them know.
[AGENT][NEUTRAL] Or because I don't, there's no like timeline or anything on to when they'll send it, so I can't kind of, you know what I mean, tell you like they have.
[AGENT][NEUTRAL] 30 days or something like that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean, if it's still active, I'm gonna keep it until it's no longer active because I can really use them.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] That's the truth though.
[CUSTOMER][NEUTRAL] Really, I don't think they.
[CUSTOMER][NEUTRAL] I mean, no reason to.
[CUSTOMER][NEUTRAL] Cause I think I got online and I pulled it up.
[CUSTOMER][NEGATIVE] Where I can even apply for my own, but what is the percentage that you guys pay?
[CUSTOMER][NEUTRAL] Cause I'm on, I'm on Medicaid Anthem Blue Cross Blue Shield, but I don't know if it's also for dental too or not.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I really need some good dental insurance because um.
[CUSTOMER][NEGATIVE] I've got to get into the dentist again and get my teeth fixed bad and I can't afford it out of pocket.
[AGENT][NEUTRAL] Um, I can look for you.
[CUSTOMER][NEUTRAL] And I didn't know what dentist I can.
[AGENT][NEUTRAL] You want
[CUSTOMER][NEUTRAL] OK, and I don't know what kind of dentist because I live here in [PII], but the job was in [PII], so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our systems are moving kind of slow, so I was.
[AGENT][NEUTRAL] Trying to get to them before you ask, but it caught up with me.
[AGENT][POSITIVE] I'm so sorry. Hold on one second.
[CUSTOMER][NEUTRAL] I get it.
[CUSTOMER][NEUTRAL] No, you're fine. I get it. They say all this new technology is supposed to be better for you.
[AGENT][NEUTRAL] Right.
[AGENT][MIXED] In some things it helps, but in some stuff it's like I'm scared. I this all this AI stuff for sure. I'm like, no, I'm OK, serious about all I'll do or Alexa.
[CUSTOMER][NEUTRAL] Yeah, how's that possible?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so for your part, it just popped up here.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um, let me get your Max, hold one second.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So the policy itself covers preventative at 100%. Um, it covers your full mouth X-rays, um, at 80%, any basic um services or restorative services, simple extractions.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, fillings, fluoride, um, those types of things are covered by the policy. This policy doesn't cover any major expenses, so any, um, like endodontic, periodontic with the gums, um, any oral surgery, those types of things are not covered by the policy, but the max that this policy will pay towards your expenses is $500 per year, and there is a $50 deductible.
[CUSTOMER][NEUTRAL] OK, so my question is if I wanted to go ahead and get on here and get my own plan to where it would, if I, in case they cancel that one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would this be like a, like a
[AGENT][NEUTRAL] Second
[CUSTOMER][NEUTRAL] What I'm trying to say is that, cause I'm on the Medicaid insurance too, and I didn't know if this would be like a medic, could this be applied for like a Medicaid or would I have to go through a Medicaid to get the
[CUSTOMER][NEUTRAL] Medicaid dental insurance.
[AGENT][NEUTRAL] Wait, so you're asking about, so are you asking for your, if you want to sign up for the Medicaid, do you have to go through them or use this policy?
[AGENT][NEUTRAL] Is that what you're saying? Yeah, you.
[CUSTOMER][NEUTRAL] Yeah, because I'm on, yeah.
[AGENT][NEUTRAL] So you, yes, for, so this policy is just for um just through the employer. If you're wanting is not affiliated with Medicaid, if you're wanting to enroll, then yes, you will have to go through Medicaid.
[CUSTOMER][NEUTRAL] OK, because see, I do have the infant Blue Cross Blue Shields, but it's all through a Medicaid.
[CUSTOMER][NEUTRAL] It's a Medicaid insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To where
[CUSTOMER][NEUTRAL] It's like the hip insurance whatever they call it like the kind of like the hip insurance but it's a different form.
[AGENT][NEUTRAL] Right. Yes, that's.
[CUSTOMER][NEUTRAL] So I, that's why the the test.
[AGENT][NEUTRAL] Yes, that's completely um
[CUSTOMER][NEUTRAL] Cause I need dental. I need.
[AGENT][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] Different
[AGENT][NEUTRAL] Yes, it's different. Um, it's a whole another, you would just reach out to on the back of your um anthem card. There should be a member services number. They may have done so with the anthem policy. You'll just have to see what the options are, but yes, that's totally different insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Well, I'm just checking because, I mean, you know this is still good, I have, I'm gonna have to have extracts. I'm gonna to have probably dental or uh what do you call it, um.
[CUSTOMER][NEUTRAL] Ortho'Donnell um
[CUSTOMER][NEUTRAL] Surgery or whatever to get some teeth removed. Yeah, not like, like surgery surgery but well.
[AGENT][NEUTRAL] Oh, like surgery.
[CUSTOMER][NEUTRAL] Where they have to put you to sleep.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Cause I've got some that's got to be cut out and all that and uh I had one regular, regular dentist says, oh we can, no, the hell you ain't. You're, you're not just gonna sit there and numb me and expect that I'm gonna sit there and take that. Uh uh. You're gonna put me to sleep on certain ones that have to come out and have to be fooled and stuff.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, one that can be pulled is fine, but if they have to be cut out or something like that, no, you're putting my butt to sleep. You are not gonna say.
[AGENT][NEGATIVE] Oh, gosh, no.
[AGENT][NEGATIVE] Um, I wouldn't, I don't want no laughing gas, none of that put me to sleep.
[CUSTOMER][NEGATIVE] He's like, oh we, no, you're not.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] He's like, oh we could, no, you're not.
[CUSTOMER][NEGATIVE] No, you're not.
[AGENT][NEUTRAL] Oh my gosh. Mhm.
[CUSTOMER][NEUTRAL] No, nobody is. Nobody's doing it unless there's an oral surgery dentist that can actually sedate you and
[CUSTOMER][NEUTRAL] Something like that because it's like, I am not going through that pain.
[AGENT][NEGATIVE] And it hurts
[CUSTOMER][NEGATIVE] I don't want to bill it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I had one business cause I have a tooth that's growing it coming out of my gums, half of my gums and half out. Oh we can get, no, you're not, don't touch it. Don't even think about it.
[CUSTOMER][NEGATIVE] That ain't happening, not in my book because it's not.
[AGENT][NEUTRAL] No, oh,
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] No, I gotta have a massive.
[CUSTOMER][POSITIVE] Yeah, well, thank you and I appreciate that.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that was it. I was just checking in on that to see.
[CUSTOMER][NEUTRAL] What the procedures is on that, but I'm getting ready to call my in here in a minute anyways to see what they say about if they got uh any uh
[CUSTOMER][NEUTRAL] Dental and eye insurance or see if that's my, uh, uh, health insurance is also used for eye insurance too or not I don't know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] Alrighty, well, thank you so much for
[CUSTOMER][POSITIVE] All right, thank you for your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.