AccountId: 011433970860
ContactId: ac40cb0e-b703-40f4-8e5e-08e6a7a737c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371760 ms
Total Talk Time (AGENT): 201429 ms
Total Talk Time (CUSTOMER): 109680 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ac40cb0e-b703-40f4-8e5e-08e6a7a737c8_20250602T12:30_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] Hey, [PII], um, my name is [PII].
[AGENT][NEUTRAL] OK, how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I was trying to see, did I set my insurance up with y'all? Uh, I think I did.
[AGENT][NEUTRAL] OK, I can check for you. Um, Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you want to see if you have um active coverage with us, OK. And did you receive any ID cards or anything?
[CUSTOMER][NEUTRAL] No, ma'am. I think the only thing I had got was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't even remember. You know, I'm, I'm just trying to get my wisdom teeth pulled and I'm paying insurance and I don't know who won't pay it.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, I can look up the policies um with your social if you like.
[CUSTOMER][NEUTRAL] OK, you need the whole social?
[AGENT][NEUTRAL] Yes, to look at the policy, I need the whole social.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] And they don't call my company, but they, they acting like they can't tell me who, like who I deal with. They're trying to say I'm a 0.
[AGENT][NEGATIVE] Hold on, you're missing two numbers.
[CUSTOMER][NEUTRAL] 417.
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 68887.
[AGENT][NEUTRAL] OK, the 51. OK, hold on one moment. I don't know if the phone went out or what. I missed the 51. Sorry about that.
[CUSTOMER][NEUTRAL] I probably did.
[AGENT][NEUTRAL] That's OK, hold on one moment, I'm just waiting for the policies to come up.
[CUSTOMER][NEUTRAL] You said your insurance is APD?
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And I do believe, hold on, 260.
[CUSTOMER][NEUTRAL] Oh what is this AP?
[AGENT][NEUTRAL] Yes, you do have policies with us. It's coming up now. Hold on one moment.
[CUSTOMER][POSITIVE] OK, you are good.
[CUSTOMER][NEGATIVE] Cause um I'm trying to set me up a dentist appointment. My wisdom, I'm trying to get my wisdom teeth pulled, they starting to hurt.
[AGENT][NEUTRAL] OK, I have your dental policy here. I just need you to verify your um date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, it should be [PII]. OK, we're gonna go with my birthday [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then uh you said my um email address?
[AGENT][NEUTRAL] Mhm. Your email address and your home address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] it might be [PII] then um my home address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so yes, you do have a dental policy here with us. Your policies um became effective on [PII]. So, um, your dental policy covers your um preventative, so that's like, um,
[AGENT][NEUTRAL] Your fillings, oh sorry, your fluoride, um, your images, it covers basic and major, but your major services have a twelve-month waiting period, so you won't be able to use major until [PII].
[AGENT][NEUTRAL] So it depends. The best thing.
[CUSTOMER][NEGATIVE] So I can't get them pulled.
[AGENT][POSITIVE] Yeah, that's what I was gonna say the best thing to do would be to
[AGENT][NEUTRAL] If you don't already know which dentist you want to go to, find your dentist because you don't have like a network or anything, so you can go, you know, wherever you choose and just give them the, your, um, I'm gonna give you your policy number. Oh, you know what, I can email you a digital copy of your card, so you'll have one now.
[CUSTOMER][NEUTRAL] Yes, ma'am, could you do that?
[AGENT][NEUTRAL] OK, so just show them your ID card and then our number is on the back and have them call us to verify your benefits and we can fax them over like a breakdown of your coverage. If it's a simple extraction.
[CUSTOMER][NEGATIVE] So I can't, I can't get them pulled though.
[AGENT][NEUTRAL] That's what I'm saying. If it's a simple extraction or like a simple pool that is covered under this policy, you can get like a major pool too, but your policy won't cover until next year because the major has a 12-month waiting period. So it depends on what they say once they see you, what, you know, what, what's gonna be needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in my wisdom teeth. I'm trying to get my wisdom teeth for.
[AGENT][NEUTRAL] Yeah, so it depends. If they, if they feel like it's just a simple extraction, they can just pull it, then, you know, you can use your policy now, but if it's something like, you got to be put to sleep or something, they got to go in and like a
[AGENT][NEUTRAL] I don't, I guess that would be considered like an oral surgery, you know, to pull it, then that's considered major. So it depends on what they feel they'll need to do.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got you. Uh, could, OK, you can send it over.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] I'm asking if somebody saw the ship or they just call, could I call you back or could you call me back in like 5 minutes?
[AGENT][NEUTRAL] Say that one more time, I didn't hear you.
[CUSTOMER][NEUTRAL] I'm staying outside a shipper. I was trying to see if you could call me back real quick.
[AGENT][NEUTRAL] OK, you want me
[CUSTOMER][NEUTRAL] So they just, I just missed their call.
[AGENT][NEUTRAL] OK, um, I'll just, you want me to hang up and call you back, or you want to call us back?
[CUSTOMER][NEUTRAL] Oh, yes, ma'am. Are you?
[CUSTOMER][NEUTRAL] Yes, ma'am, or you can just send it over. I mean, that's all I had needed. I just needed like a little, so I could go to the dentist.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Sure, well, I'm getting ready to send your cards over to you now. I'm getting your email address now, so you should get it in about 5 minutes.
[AGENT][NEUTRAL] And make sure you check your spam folder just in case.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[CUSTOMER][NEUTRAL] I will if I don't see it, I'll just call back later.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] T