AccountId: 011433970860
ContactId: 75779601-126a-45f1-97fc-3c9f8e71a356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559929 ms
Total Talk Time (AGENT): 233609 ms
Total Talk Time (CUSTOMER): 221965 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/75779601-126a-45f1-97fc-3c9f8e71a356_20250505T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my husband is paying for this insurance for dental through his company, and uh he was, I, I asked him to get all the information, but he's driving, and they just gave him the phone number and told him to call. So I'm calling.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So he's with CBSL. I don't know what you need to know, and I don't know if you need to know the social security number or whatever to pull up the account because I need to know.
[CUSTOMER][NEUTRAL] What to do, um, because I don't think he ever got a card, and I know sometimes you can just pull it off now.
[AGENT][NEUTRAL] OK, yeah, you can uh print a card online or we can email you one. If you don't have a policy number, I can look it up by the name or social, whichever you prefer to give me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you his name because it's odd, so it should only be one to pop up. His first name is [PII]. His last name is [PII].
[AGENT][NEUTRAL] OK, what's the?
[CUSTOMER][NEUTRAL] [PII]. You shouldn't have too many of them.
[AGENT][NEUTRAL] All right. And then the last name, I apologize, the phone kind of cut out. After the [PII], what is after that?
[CUSTOMER][NEUTRAL] OK, so I don't know what do you talking about, but it's [PII], like you're drawing a picture in the sand, draw sand.
[AGENT][NEUTRAL] OK. I gotcha. Yeah, I wish it, it just cut out there on a part of it. Sorry about that.
[CUSTOMER][NEGATIVE] That's not fun. A lot of people think I'm saying [PII]. I don't know why, but they think I'm saying [PII].
[AGENT][NEUTRAL] No, I just got the D and then I got the SAND, so.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, I didn't think I'm saying [PII], and every time I hear it, I think of some woman with a red dress on and got all these shimmies on it and she's just a shimming away. I said, oh no.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, thank you. And then if I could just verify date of birth and address on file.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you so much. Now the email on file is [PII] and then well it looks like it's [PII] and then [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes ma'am, that's fine. You can email the thing now.
[AGENT][NEUTRAL] OK, so what I can do is email you a card that way you have it immediately for use and then if you'd like, I can put in a request to have one sent to your physical address as well.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's fine. So is my name on there cause he thought my name should be on there. Now my name is [PII]. I, I need to see a dentist, ASAP before I send care of him.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes, ma'am. You are covered as well, um, and the effective date on that is [PII] of this year, so it's active, you can use it um as soon as you want.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't know it had any face date. [PII]. OK, do I know where you're gonna send an email, so I don't have to worry about getting the policy numbers and all of that.
[CUSTOMER][NEGATIVE] OK, so tell me about your dental plan. Is this dollar off? Is this at your full dental plan? I don't know what he, what he, what he did here because I know there are things you can get into.
[AGENT][NEUTRAL] Um, so the plan that you guys have looks like covers preventative, basic, and major expenses. All of your preventative expenses are covered at 100%.
[AGENT][NEUTRAL] Basic is gonna be covered 80%. Basic is gonna be things like a filling, uh, simple extraction, restorative expenses, things of that nature.
[AGENT][NEUTRAL] Major expenses or
[CUSTOMER][NEUTRAL] OK, what if it's a complimented, yeah, I, it's an extraction, but I don't know if it's a simple extraction because the tooth is already broken or it's gonna be a more complicated extraction. So basic extraction if it falls on a day it would be 80%, and I guess major is what you're gonna go through that. I guess the other one would be fall on the major, right?
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] Right. So major then would be covered at 40%. That's gonna be any sort of like oral surgery. Um, those are, yeah, more, more serious type extractions, things like that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I hope we can do 80%. OK, so what's the name of this insurance?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The name of the company is American Public Life.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, American.
[CUSTOMER][NEUTRAL] Public PUB LIC Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] How do I find a dentist that covers that? I mean, do I have a web page or I just start dialing for benefits?
[AGENT][NEUTRAL] So, um, you can go to our site and search for a provider in your area if you'd like, um, or I can do a search and send you a list, whatever is easiest for you.
[CUSTOMER][NEUTRAL] OK, I'm at [PII].
[CUSTOMER][NEUTRAL] And tell me what you got in that area.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you're just wanting like a general dentist, correct?
[CUSTOMER][NEUTRAL] Well, uh, I guess a general dentist to extract this too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I hope I don't have to have a specialist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So let's see.
[AGENT][NEUTRAL] All right, so one of the first ones that comes up is Castle Dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're located at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the next one that comes up is Sienna Modern Dentistry.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Piano modern, M O R D E dentistry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're located at [PII].
[AGENT][NEUTRAL] Also in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'll call us now one more I want you to check cause they, they see my kids. Is 5-star dental on that list? Cause I think that's the closest to my house and he didn't name that one, so I don't know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] The number 5
[CUSTOMER][POSITIVE] It's just a numerical 5 star demo.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see them listed, but that doesn't mean that they won't necessarily accept the plan, so you're not required to use like a certain network. The plan itself just plays off of like usual customary fees, so you don't have to use like a provider from our list if you already have a provider that you prefer, you can definitely contact them and give them this information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what's your web page so I can, um, in case I need to look up more for whatever reason like availability is not there or whatever. What's your web page? Is it [PII]?
[AGENT][NEUTRAL] It is A
[AGENT][NEUTRAL] It's a [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, thank you very much.
[AGENT][POSITIVE] You're welcome have a nice evening.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] Bye bye.