AccountId: 011433970860
ContactId: 9422c760-a3a2-42c6-b42e-b507b1b336f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395670 ms
Total Talk Time (AGENT): 174322 ms
Total Talk Time (CUSTOMER): 154220 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/9422c760-a3a2-42c6-b42e-b507b1b336f6_20250613T20:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah and uh I'm calling about I guess I have these cards through APL. I've never used them and I'm trying to go to.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm trying to see if I can get go to a dentist, uh, and I'm trying to see if these cards are active or or what.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. Um well, I can let you know um of your coverage and your um if your policy is active or not. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] Thank you. And on the card, do you see anywhere that says in hospital or outpatient policy er number?
[CUSTOMER][NEUTRAL] Uh, no, all I see is the group number, a group affiliate.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] A me and a member number that's all I see on it through Universal Trucking.
[CUSTOMER][NEUTRAL] UTBA that's all I see on it.
[AGENT][NEUTRAL] OK, does the member number start with a 01 or 02?
[CUSTOMER][NEUTRAL] You said the member number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it starts with 01.
[AGENT][NEUTRAL] OK, that's the policy number. May I have that number, please?
[CUSTOMER][NEUTRAL] The number is 01714287.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, that one.
[AGENT][NEUTRAL] Alright, so that is one of your policies, but that's your medical. Hold on one second, let me go to the dental, and then I'll verify you.
[AGENT][NEUTRAL] Alright, and Mr. [PII], can you verify your date of birth, your mailing and email it on file?
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] And my mailing address 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, sir, your policy is active, um, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, so can I use this card to go to a to a dental office?
[AGENT][NEUTRAL] Yes, this, yes, sir, and just present them with the card and our number is on the back and they'll give us a call and we can sit like fax them over a copy of your benefits so they can, you know, make estimates or whatever, you know, is needed after they have that first consultation which you will receive.
[CUSTOMER][NEUTRAL] OK, so can you tell me what this covers under under the dental plan?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So your policy covers um preventative, basic, and major expenses. So preventative like your cleanings, um,
[AGENT][NEUTRAL] Full mouth X-rays is under basic, um basic is like your fillings, your sealants, um, and then major expenses, um, that's anything with your gums, oral surgeries, crowns, bridges, um, partials and dentures, those are all major. Um, you have $1500 to use each year. Um, this is for you and Mrs. [PII], um, $1500.
[AGENT][NEUTRAL] Each to use per year towards your dental expenses. There is a $50 deductible.
[AGENT][NEUTRAL] Um, but that doesn't apply to, um, like your preventative expenses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That doesn't work?
[AGENT][NEUTRAL] It's the deductible, like if you go for a cleaning, you won't be charged a deductible, the deductible to me for that.
[CUSTOMER][NEUTRAL] OK, well, I guess the reason why I'm calling is because I need to go to a dentist because I have a uh.
[CUSTOMER][NEGATIVE] I don't, it's a cavity and I don't know if they, well, I wanna get it pulled because it's, it's kicking my ass, to be honest with you, and uh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. That tooth pain is different.
[CUSTOMER][NEGATIVE] Uh, and this shit ain't no joke, and uh, I'm just calling to try and find out what all of my options are before I set an appointment at the dentist. So, so all I gotta do is go in there and give them this card and.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, to be honest with you, the, the, I wouldn't even go up there. I would just give them a call, um, and they're probably gonna ask you for your insurance anyway to verify it before they set an appointment. And then when they um actually, yeah, so then I wouldn't go up, I wouldn't go up there, just give them a call and then they'll call us.
[CUSTOMER][NEUTRAL] And and they'll take it from there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, no, no, that's what I'm gonna do. I'm gonna call, I'm gonna, I'm gonna give them a call. So what do I, what I do is just give them this member number, this 017 number, right?
[AGENT][POSITIVE] Mhm, yes, that's correct.
[CUSTOMER][NEUTRAL] OK, that's all I wanted to know, and I just wanted to make sure it was active, so I'm gonna, I'm gonna try to jump on that right now.
[AGENT][NEUTRAL] Alright, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, you've been a big help because I gotta get this damn tooth out of my mouth.
[AGENT][POSITIVE] Well, I hope they can see you soon.
[CUSTOMER][NEUTRAL] I do too.
[CUSTOMER][POSITIVE] I do too thank you appreciate it.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright, bye bye.