AccountId: 011433970860
ContactId: 8bd138ef-7f40-4819-9d94-d13ef64738bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383920 ms
Total Talk Time (AGENT): 182710 ms
Total Talk Time (CUSTOMER): 181745 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8bd138ef-7f40-4819-9d94-d13ef64738bf_20250306T22:46_UTC.wav
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[CUSTOMER][NEUTRAL] So she said.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes. Yes, hey, how you doing? I was calling cause I got a card with you all and I was wondering if this came from my job.
[AGENT][NEUTRAL] OK, uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] My name is [PII]. That, that is spelled [PII] Last name [PII] like the color.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is that the employee ID?
[AGENT][NEUTRAL] Uh, no, sir. Do you see a policy slash cert number or policy er number? It may start with 01 or 02.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] The show.
[CUSTOMER][NEUTRAL] We don't see that, but he gotta have a name but you don't see an employee number. I mean, we just got it it's a payer ID. Well, I wanna start with.
[AGENT][NEUTRAL] Now, uh, the pay ID number is a number most providers use to submit electronic claims, but you don't see like, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And maybe in hospital or outpatient benefit er number or any number that starts with a 01 or 02.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] On screen, oh.
[CUSTOMER][NEUTRAL] We got a we.
[AGENT][NEUTRAL] Is this, uh, verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, because I show you have um two policies with our company, a dental policy and a group accident policy, and it is from your employer, Focus Workforce.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's from Dr Patrol.
[CUSTOMER][NEUTRAL] Just to control correctly Tarboro, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] That is for Johnson control in [PII], right?
[AGENT][NEUTRAL] Um, showing the group name as, give me one moment.
[AGENT][NEUTRAL] Focus Focus Worksforce management. Are you still with them?
[CUSTOMER][NEUTRAL] Yes, yes, you wanna know what the.
[AGENT][NEUTRAL] OK, that's why I see the group is uh through who you have the insurance with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was just calling. I was just calling to see my benefits because I was lost and I just wanted to make sure this was the car. What do what do it cover?
[AGENT][NEUTRAL] Uh, like I say, you have a dental policy with us. It covers for preventative services and basic. It doesn't cover any major services like crowns, root canals, deep cleanings, oral surgery, but it does cover like regular teeth cleaning, um, I wing X-ray, fillings. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Is there any
[CUSTOMER][NEUTRAL] I is there, is there any way at work I could change it to where it would cover that?
[AGENT][NEUTRAL] Um, I think this is the only policy that is offered to your group to where it only covers preventative and basic services.
[CUSTOMER][NEUTRAL] you know, they're taking $80 out. They take $80 out for you just for that, take that off. OK, so thank you. OK, thank you. So what can you tell us what the, what covers under the accident since we have you on hold? I mean since we have you on the phone, so we'll see.
[AGENT][POSITIVE] All right, you're welcome.
[AGENT][NEUTRAL] Um, actually is kind of any kind of bodily injury like if you fall and break a foot or have a strain or um.
[AGENT][NEUTRAL] Give me one moment to pull up your plan.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] And that's a lot not to be covered for to get what you need. That's a lot. You go get your own insurance. You know, it's too much. I think that.
[AGENT][NEUTRAL] Uh, let's see. Oh you have benefits for ER physician's office, or emergency dental, uh, inpatient, if you're confined in a hospital and a daily hospital benefit, um, ambulance, and
[CUSTOMER][NEUTRAL] Can you explain it to us? That's what we wanna know exactly what it is. I know you're saying it, um, but I'm saying like, like what do it cover like.
[AGENT][NEUTRAL] It covers like
[CUSTOMER][NEUTRAL] And then you can't eat
[AGENT][NEUTRAL] Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] You say emergency dental? I'm sorry too. You say emergency dental. What do you mean when you say emergency dental?
[AGENT][NEUTRAL] Like if he knocked out a tooth, uh, due to an injury, like he fell and uh his
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh, like I said, outpatient treatment like ER or urgent care, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] We will work.
[CUSTOMER][NEUTRAL] So I will correct that if he, if he failed and his teeth is broken.
[AGENT][POSITIVE] There's just a benefit that pays. So if he was to break his teeth or um injure himself from falling and mess up his teeth, there's just a set amount that's paid for going to have emergency dental.
[CUSTOMER][NEUTRAL] So what he
[CUSTOMER][MIXED] OK, but he has to pay for it out of pocket first, then y'all reimbursed.
[AGENT][NEUTRAL] Uh, well, he could submit a claim, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Alright, thank you. Do we to, to, to take that off his job, he has to go through his job and take it off and you can y'all take it off because I don't, he get $80 taken out.
[AGENT][NEUTRAL] Uh, he would need to contact.
[AGENT][NEUTRAL] OK, well, he would need to contact benefits in a card if he no longer wants his plan, and they should be able to assist him.
[CUSTOMER][NEUTRAL] Yes, cause it's really not benefit at all. OK, thank you. Which one? What's the number which number is that?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Their phone number is [PII]-4856.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][NEGATIVE] Hold on, you need to write it down cause you need to take this mess off. It ain't you taking your money for nothing.
[CUSTOMER][NEUTRAL] What is it? Well, you got it. Put it in your phone. Just a minute. He gonna put it in his phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, could you tell me, give it to me again.
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII] and just let them know what we just wanted we we no longer want it.
[AGENT][NEUTRAL] Uh, they'll be able to assist as far as canceling any policies.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, I'm