AccountId: 011433970860
ContactId: 9c972ab0-2022-41f0-9e92-0d4c4c0cddc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1513130 ms
Total Talk Time (AGENT): 520036 ms
Total Talk Time (CUSTOMER): 865509 ms
Interruptions: 18
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/9c972ab0-2022-41f0-9e92-0d4c4c0cddc7_20250327T18:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is how may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] And I wanna know what does um what does I have what do I have with you guys?
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] It says plan selected dinner too.
[CUSTOMER][NEUTRAL] Uh, the policy number 616,540.
[AGENT][NEUTRAL] [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the mailing address, the, the numbers?
[CUSTOMER][NEUTRAL] You want the policy number is 616,540?
[AGENT][NEUTRAL] No, the, the um numeric numbers to your address.
[CUSTOMER][NEUTRAL] 0738.
[AGENT][NEUTRAL] Um, what was the
[CUSTOMER][NEUTRAL] Unless you have a 523 or 7, I don't move so any time, but I found every time I move I change. What about 7?
[CUSTOMER][NEUTRAL] Uh, what was my address? [PII]?
[AGENT][NEUTRAL] What screen are you on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. But what, what did you say the numbers were? The street is correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], that one, or [PII]? Which one?
[AGENT][NEUTRAL] No, [PII], the street name is correct. However, the number, the numeric part is not correct. Could you, do you know that number? Do you recall it?
[CUSTOMER][NEUTRAL] I don't remember. I mean, I bought another house and let me see, [PII], something like that. I don't know. [PII].
[AGENT][NEUTRAL] Mhm. City and state. [PII] is correct. What's the city and state?
[CUSTOMER][NEUTRAL] [PII] was, at that time it was [PII], yeah, at that time it was [PII]. I no longer live there, so we might need to do an update.
[AGENT][NEUTRAL] Yeah I can transfer you to customer service so they can do the update, but I had, you have to verify the information that's on your policy in order for me to move forward.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I understand that, but I moved so I couldn't remember the number. I know it's [PII] [PII], and then I have another 1, [PII].
[AGENT][NEUTRAL] Mhm. The one is [PII]. Your callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And you're calling in regards to this policy, you want to verify your dental benefits. You have a dental benefit of $1000 per calendar year?
[CUSTOMER][NEUTRAL] OK, so it mainly just cover cleaning? It doesn't cover implants, that's what I'm trying to find out.
[AGENT][NEUTRAL] So it um.
[AGENT][NEUTRAL] It doesn't cover implants, but it does cover major services like crowns, bridges.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, what I want to check on, uh, extraction, it doesn't cover that.
[AGENT][NEUTRAL] So, yes, ma'am. And what was your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. Yeah, it covered extra um extractions. Who said that it didn't?
[CUSTOMER][NEGATIVE] I'm trying to, I'm trying to get implants and they telling me that nothing will come off of this card. Now I did go have my teeth. I had a a consultation and everywhere I go get a consultation, they tell me it's free. But when I look back, then I get a bill for it or either they don't charge you guys or I think y'all got one and Medicare got a charge.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] So this policy.
[CUSTOMER][NEUTRAL] And I'm just trying to, you know.
[AGENT][NEUTRAL] So your policy that you have, Ms. [PII], is based on a set fee amount. So say if you go in and you get a cleaning.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me pull up your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just got a cleaning, but I mean it was it.
[AGENT][POSITIVE] That's probably why you'd be having a big.
[CUSTOMER][NEGATIVE] It is, well, no, you know what they do, they tell you you're getting a free consultation and then if you don't go with them, they sending you a bill that's what I'm gathering, which should be illegal.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, so the policy, and it may be the policy, so your policy that you have, say if you went in for cleaning.
[AGENT][NEUTRAL] We will pay up to $25 for it.
[AGENT][NEUTRAL] But it depends on how much they are charging you for the services. They may be charging you $50 for the services, but we're only gonna pay $25 or $40 then that means that the remaining balance is your responsibility.
[CUSTOMER][NEGATIVE] OK, so in other words, this, this, I've been paying this for what 20 something years and it really ain't worth nothing, is it?
[AGENT][NEUTRAL] But I'm not so, cause you have a primary insurance and then you have a secondary insurance. So I'm, I don't know why.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, what is my primary? Why you saying primary? I, I
[AGENT][NEUTRAL] This is your, this is your primary dental insurance, but you say you have Medicare as well for dental?
[CUSTOMER][NEUTRAL] I have Medicare now because I'm at that age. Once you turn [PII], I mean [PII], I'm [PII], I'm sorry. Once you turn [PII], it's state law, you have to get it. You have no choice, which, uh, which I probably need it anyway.
[AGENT][NEUTRAL] Right, but the question was, do you have dental? Do you have dental coverage with them?
[CUSTOMER][NEUTRAL] Well, yeah, the question is, would, would it do anything for for my dental implant because I went to one place and they said that.
[CUSTOMER][NEGATIVE] They lie so much. I trust nobody. But they said that you guys were gonna pay, take $7000 off.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] And then, then I, yeah, and then I went.
[AGENT][NEUTRAL] Maybe you're in
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you might be, they may be in network, however,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I know Medicare ain't gonna pay no 7 $7000. They don't really pay nothing but they just give you your cleaning twice a year.
[AGENT][NEUTRAL] And that's it, they don't give you no like tooth scratches or anything cause if they, if they covered it and you have this primary, so they will submit a claim here to your primary insurance, then it will go to Medicare, Medicaid, I mean Medicare.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And you shouldn't have a bill, but I'm not sure.
[CUSTOMER][NEUTRAL] Medicare, yeah, I'm gonna have to call Medicare back.
[CUSTOMER][NEUTRAL] Well, I think the thing is, nobody covers, uh, I think what the problem is nobody cover implants.
[AGENT][NEUTRAL] I'm not sure what they're doing.
[AGENT][NEUTRAL] Nobody covers implants.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You ever considered parsel and crowns?
[CUSTOMER][NEUTRAL] I think that maybe that's the problem.
[CUSTOMER][NEUTRAL] Uh, that's what I had. I've been having those since I was [PII]. Well, not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've been having Crohn's, but I've been having them insert with like with the cement. So I started getting those when I was [PII], I mean when I was [PII]. So now I'm [PII], so, but I had been taking care of my teeth, but I fell and when I fell, it broke the tooth. And anyway, over what, 40 years, they gonna start decading underneath anyway because you know, the juice and stuff you drink is gonna get
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In between your teeth, so, I mean it might would last if I hadn't failed, but I fell and broke the crown. Once you break the crown, the tooth underneath, you don't have anything to hold on to, so there's no other way. And I don't want that going in and out because right now my crown is loose and I'm trying to squeeze the dental cream to keep it until, you know, until they get where they need to be with me.
[AGENT][NEUTRAL] It's gone
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] And it's just miserable and I don't want all that going in and out, taking, you know, dentures out and all that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm trying to go, well, I am, I'm trying, I am gonna go with the internet. But you know, that's a lot of money, so I was just wondering if they put anything towards, so that's like buying a car.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] They don't have to do a, they can, I don't, so I don't know if they can do like a.
[AGENT][NEUTRAL] A, a bridge, the implant bridge where you just, you don't have to screw down multiple.
[AGENT][NEUTRAL] Screws, multiple um teeth?
[CUSTOMER][POSITIVE] I do. I need the whole thing. I need the whole thing.
[CUSTOMER][NEGATIVE] Yeah, because I see, I fool around and let them did their front teeth and did a bridge and then they did a 5 crown bridge going to the left and a 3 crown bridge going to the right. Well, that's almost all of your teeth, you see. So now it makes sense just to get the whole implant, but the only thing about that, they're so expensive. My God, if you break them, what's gonna happen?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, you know what I'm saying? But I don't know, they might be hard to break because they insert it into your gums like regular teeth, so I don't know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, but I'm just calling to see just in case, you know.
[AGENT][NEUTRAL] But the implants are not covered, but your, the extractions are covered for you to get to, if they have to pull a tube or something.
[AGENT][NEUTRAL] Even if you get more crowns or bridges, that's covering.
[CUSTOMER][NEUTRAL] Mhm. And see they won't do that, and I know.
[CUSTOMER][NEGATIVE] But so this is what I want to make sure because they, you know, people are so sneaky. They might charge me $20,000 and then still send the thing in to you guys too and y'all pay them too, you see what I'm saying?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so you should.
[CUSTOMER][POSITIVE] Cause they mighty mighty nice.
[AGENT][NEUTRAL] You know what you should ask them, you should request for them to send in a pre-treatment to your insurance company.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] A pre-treatment?
[AGENT][NEUTRAL] Yeah, a pre-treatment estimate.
[AGENT][NEUTRAL] Tell them request for them to send in a pre-treatment estimate. That way you'll know what will be actually covered in your services for your dental for the plan that they have for you.
[CUSTOMER][NEUTRAL] That I already know what they, I asked them about you guys and I already know what they.
[AGENT][NEUTRAL] Mm mm, ma'am.
[CUSTOMER][NEUTRAL] They gonna say no.
[AGENT][NEGATIVE] I'm telling you because I'm telling you because I had, I had an experience like this with the dental provider. The dental provider was overcharging me for something. Like they sent in the claims, they sent in a pre-estimate for, they're charging me $10,000 for something and then if I'm in network, so my, my dental insurance say, this is, hey, this is the allowed amount, $6000.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] And something. So now they want me to pay the difference from the 6000 to meet the 10. And I said, no, that's not accurate. I'm only supposed to pay what's allowed because you guys are in network with my policy. So I need you to send in a pre-treat. So you send in, when they've sent in a pre-treat, I figured I found out I didn't even have to pay $6000 or something. It was lesser than that. So just request for them to send in a pre-treat and you have the rights to ask them to send in a pre-treat.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] OK, uh, I'm gonna write it down right quick. cause they, they been too nice. They, yeah, look, I went today for my first treatment, right? They cleaned my bottom too, but I'm just getting the upper right now.
[AGENT][NEUTRAL] Don't let them tell you that you can't, they can't do that. But yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the other is gonna run me 20,000.
[CUSTOMER][NEUTRAL] And so I have 2 bag tooth and at the bottom need to be fixed. And they talk about oh we can just throw it in. I'm like, people just don't throw stuff in.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, tell them to send in a pre-treat to us. Tell them you, yeah, request a pre-treat.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So yeah, OK.
[AGENT][NEUTRAL] Pre-estimate.
[CUSTOMER][POSITIVE] Uh, pretty
[CUSTOMER][NEUTRAL] Oh, pre, so that's what a pre-treat is, a pre-estimate.
[AGENT][NEUTRAL] Mhm. Yeah, they know.
[AGENT][NEUTRAL] Yep, ask them to submit that over here to us.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] And that way you'll know exactly what you have to pay out of pocket.
[CUSTOMER][NEUTRAL] OK, and where y'all located at?
[AGENT][NEUTRAL] Cause they'll try to hit you. Well, I live in [PII], but I work from home. They'll try to hit you with the lab fees, the lab fees separate from the treatment itself. Like that's not, that's all that is covered in there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, no, they gave me a certain price.
[CUSTOMER][NEUTRAL] Yeah, they gave me one certain price, but it's a set price, and they can't go up from there, and I told him today, so he know what I got approved for, so I got approved for a little bit over. And so I'm asking him like, don't fool with that part over. I say, because you told me 20 flat, right? And he was like, yeah, it's just gonna be 20 flat. And so I need to.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh they talk you into getting care credit.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] They talk you into getting a care credit account.
[CUSTOMER][NEGATIVE] I have a care credit, but I, it was with another dentist's office, I noticed, I thought maybe all of them kinda go through the same credit, but I'm not going through care credit because they're charging 32.99% interest rate.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they didn't give me no zero interest month, so I'm going through somebody named um.
[CUSTOMER][NEUTRAL] Oh [PII], what's the name of it? [PII]. You ever heard of them?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] [PII] and they do, they can go up to 18 months free, free interest, no interest, 18 months. Anything after that, whatever the balance is, looks like he said they could come back and charge you interest on the whole thing. It looks like what he said.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, but I'm not, I ain't too much worried about that cause what I'm gonna probably end up doing because that's just too much money and I don't wanna fall behind on it, so I'm probably gonna get my investor to make the payment for me.
[AGENT][NEUTRAL] But make sure you tell them request for them to send in a pre-treat before you do anything, so you'll know what you really have to pay out of pocket.
[CUSTOMER][NEUTRAL] OK. All right. Now, maybe they don't take it. Suppose they don't take it.
[AGENT][POSITIVE] You can call when you get off the phone with me.
[AGENT][POSITIVE] This is a, this is a PPO. You can go wherever you desire to go.
[CUSTOMER][NEUTRAL] So, but do every dental have to take some kind of insurance like uh are they or should they take it or can they be
[AGENT][NEUTRAL] So were you at affordable dental or something?
[CUSTOMER][NEUTRAL] No, I'm at a, um, no indeed. I'm at um
[CUSTOMER][NEUTRAL] I'm at, I'm gonna give you where I'm at. I'm at at best dinner.
[CUSTOMER][NEUTRAL] Uh, in [PII].
[AGENT][NEUTRAL] Do they not take dental insurance?
[CUSTOMER][NEUTRAL] I don't know if they take it. Why don't you check them out.
[AGENT][NEUTRAL] I can't call them. You have to call them. Call them on [PII]. Call him on a conference call.
[CUSTOMER][NEUTRAL] OK, hold on. Oh, I don't know the number.
[CUSTOMER][NEUTRAL] I'm right down the street from them.
[CUSTOMER][NEUTRAL] I'm trying to see, they gave me cards, but I have so much going on, ma'am. I'm trying to.
[CUSTOMER][NEUTRAL] I'm trying to get ready for a funeral service. I'm, I'm still out in the area because I'm trying to find a florist to buy something because the funeral, I got to come out here. Then I have a guy. I kinda, he don't have no family down here. He just started taking dialysis.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know, life is, um, it's a journey, you know [PII]ow it is.
[AGENT][NEUTRAL] You gotta stop and breathe. Don't forget to breathe and make sure you stop for yourself sometimes.
[CUSTOMER][NEUTRAL] Got to just
[CUSTOMER][NEUTRAL] Yeah, yeah, that's true.
[CUSTOMER][NEUTRAL] And everybody's not like me, you know.
[AGENT][NEUTRAL] No, we expect them to be, but they're not. And also what I've learned, Ms. [PII], is we can pour out and pour out and pour out, but then if we, we are [PII], who's pouring into us? We left dry.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 00, that's so true, and I think about that all the time, especially in my age, but um I just trust in God, you know, he say I add to your life. Uh, I just pray for all the good things. I'll be able to take care of myself, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I'm trying to find the number right here, um.
[CUSTOMER][NEUTRAL] Advanced dental care.
[CUSTOMER][NEUTRAL] Give me a minute, I'm a little.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEGATIVE] Oh, I'm a little tired too.
[CUSTOMER][NEUTRAL] Advanced dinner P E N T A L.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, [PII] here go, um.
[CUSTOMER][NEUTRAL] Here we go, uh, 664-717-5.
[AGENT][NEUTRAL] Because you, do you know how to do a conference call?
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] 75, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, don't merge back over to me until you get a live person on the phone.
[AGENT][NEGATIVE] Cause I think it's gonna hang up.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] He, they say he's on the line with another insurance company. I said I'm on the line with an insurance company.
[CUSTOMER][NEUTRAL] So she's gonna check and see if they need to call me back. They probably gonna say they're gonna have to call me back.
[CUSTOMER][NEUTRAL] Cause they already told me.
[AGENT][NEUTRAL] So if they on a line with the insurance company, they mean they take insurance.
[CUSTOMER][POSITIVE] Like it.
[CUSTOMER][NEGATIVE] Yeah, that's right. That's what I thought about, but I thought maybe this didn't pay for anything because I had it so long. I was married when I got it and then I'm divorced now.
[CUSTOMER][NEUTRAL] And I thought they just kind of gave me something. I don't think, I know it's not as good as what I had when I was with my husband.
[CUSTOMER][POSITIVE] But it ought to be something come out, you know.
[CUSTOMER][NEUTRAL] If I could just save anything, you know, something is better than nothing.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And if you don't have time, I understand. I can just.
[AGENT][NEUTRAL] Yeah, I can, I can wait a couple of more minutes.
[CUSTOMER][NEUTRAL] Um, OK, hey, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how are you? Good. How are you? I'm good. I have this my uh insurance general insurance plan and she just had a few questions to see if I can save anything. OK, hey, how are you?
[AGENT][NEUTRAL] Hello. How are you doing?
[AGENT][POSITIVE] I'm great, thanks for asking. My name is [PII]. What is your name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Thank you. Can, um, Miss [PII] explained what she's doing her um her dental, her dental, um, case, she explained it. Do you guys send in pre-treats to her insurance companies?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To see what she actually have to pay out of pocket?
[CUSTOMER][NEUTRAL] Um, so for this for the hybrid, so for hybrid dentures, we, it's a flat rate of $20,000. That's the way we do those cases, um, and then we're going, so I mean it, and then you guys dental insurance is this through is this with APL or People's Health?
[AGENT][NEUTRAL] This is APL.
[CUSTOMER][NEUTRAL] Neither one
[CUSTOMER][NEUTRAL] APL? Oh, OK, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, this is ATL Shila. I'm sorry.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, um, um, and then you guys don't pay on hybrid dentures anyway, so I mean the only thing that I could file would be for the extractions.
[AGENT][NEUTRAL] Mhm, but is there any way possible that you can just send in like her so she just wants to, she just want to have um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Clarity and the like she wanna have clarity on her what she's paying. So now my my dental insurance is not gonna cover this, so now this is what I have to pay out of pocket, but she just want a pre-treat to be sent in, she.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean that's pretty, yeah, I mean I can send one for the extractions, but like I said it's $20,000 either way.
[AGENT][NEUTRAL] No, could you send one for the other one as well? Yeah, that's fine, but could you send one for the other services as well, so right, so if we don't cover it, it'll just show that it's being denied because it's not a covered service.
[CUSTOMER][NEUTRAL] The the the hybrid denture.
[CUSTOMER][NEUTRAL] Yeah, I can do that. um, now that's gonna prolong her treatment getting done, so that's up to her if she wants to wait.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Ms. [PII].
[CUSTOMER][NEUTRAL] That's up to Miss [PII] if she wants to wait because that's how long do you guys take to do a pre-treatment estimate.
[AGENT][NEUTRAL] Um, once we receive it, it gets processed.
[CUSTOMER][NEUTRAL] Is this something that can be faxed over to you?
[AGENT][NEUTRAL] Yeah, we have a fax number.
[CUSTOMER][NEUTRAL] So you don't need X-rays or anything?
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] Even if it just pay for the extraction, I mean, that'll be something. Well, uh, the what what I'm trying to explain though, Miss [PII], either way it's if the case you're out of pocket, even if your insurance pays, it's $20,000 so it doesn't matter if they pay or not. I mean, the only that would, I hate to say that it's it it you're out of pocket no matter if you have dental insurance or not, it's $20,000.
[CUSTOMER][NEUTRAL] So you got it uh insurance later. So what they said, I guess they said they don't take it for an implants period.
[AGENT][NEUTRAL] I'm not sure what type of dentist, dental office you went to Miss [PII]? Is this a general dentist?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, it's a gentleman [PII], um, so yeah, I don't know if you've ever dealt with shyly with, um, cases for hybrid or an all in 4, but most people charge anywhere from 20 to $23,000 per arch, and they do not file them to dental insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Cause it's considered as cosmetic, but.
[CUSTOMER][NEUTRAL] So that's around in Baton Rouge.
[CUSTOMER][NEUTRAL] Yes, so in Baton Rouge people charge anywhere from 20 to 23,000 for those cases, um, and they do not file them into dental insurance. It's it's 20, it's a flat rate of that 20 to 23,000 or 25,000 really.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I think, I think, um.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] [PII], I believe he is telling the truth about that, and I think they're doing that in [PII]. Well, I don't know, but I was just thinking even if they would have paid just for the extraction, you know, my insurance because I do have Medicare, and I also have that with you. And I have had that with you for 20 something years and matter of fact, I had that when I went to them before they bought the other guy out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] And uh that, you know, that is what I use what you have but uh I, I don't know, I ain't quite understand. The cheapest implant I have found down here and I think I went to 4 or 5 places and they make me feel real comfortable. It's just that, but the cheapest one I have found is 195.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. Well, Ms. [PII], um, he's gonna send a pre-treat in for you. Hopefully, you'll get some clarity in regards to that. And I wish you well with your um your plan.
[CUSTOMER][NEUTRAL] So, can you, can, can you, um, fax that to her or email that to her right now whatever you can.
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, let me make sure I'm giving you the correct one.
[AGENT][NEUTRAL] It's [PII]. That's [PII] attention claims department.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pension claims department. OK, cool, I'll take care of it.
[AGENT][POSITIVE] Alrighty, well thank you guys. Ms. [PII], thanks for calling APL and you have a good day.
[CUSTOMER][POSITIVE] OK, thank you so much. You, you, you're welcome. You guys have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, you try to do a follow up and get back with me because I don't wanna, um, I don't wanna prolong it, but I just don't think nobody down here is taking the insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, Ms. [PII], um, hopefully everything works out for you.
[CUSTOMER][NEUTRAL] I said, I don't, I.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you for calling APL and have a good day. Goodbye.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Uh