AccountId: 011433970860
ContactId: b6148af9-3efa-45d8-9ff1-0c570e339776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 852469 ms
Total Talk Time (AGENT): 225371 ms
Total Talk Time (CUSTOMER): 274810 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b6148af9-3efa-45d8-9ff1-0c570e339776_20250611T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Uh, this is uh [PII].
[CUSTOMER][NEUTRAL] I'm uh trying to see, I still have coverage with you guys.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][MIXED] OK now, but your phone kind of cut out. Say again.
[CUSTOMER][NEUTRAL] Oh, OK, uh, my name is [PII]. I was just checking, trying to check and see, um, do I still have coverage, uh, which, well, I know I've been, they've been taking out my check, uh, job. I'm just checked, just trying to check, but I tried to log in early and, and they say.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Couldn't find my information anywhere, so I was putting the wrong information in.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Well online service center has been updated, so you have to create a new login.
[AGENT][NEUTRAL] But Mr. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, what, what, what would it again with a 0?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, OK, 02579769.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] Email address uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh mailing address is um.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, yeah, your policy is still active. You just have to create a new login since our system has been updated.
[CUSTOMER][NEUTRAL] OK, so how would I, because I just tried to log in, well, I never created an account. I was just trying to do it this morning.
[CUSTOMER][NEUTRAL] But so I was calling to.
[CUSTOMER][POSITIVE] Get some help with that, see what, what, what was I doing wrong?
[CUSTOMER][NEUTRAL] And what do I need to uh create the account with?
[AGENT][NEUTRAL] OK, under the.
[CUSTOMER][NEUTRAL] I tried it with my social security number, then I go ahead, I'm sorry.
[AGENT][NEUTRAL] OK. No, go ahead.
[CUSTOMER][NEGATIVE] OK, I tried it with my social security number and then I tried it with the pilot's number and it still wouldn't allow me to do it.
[AGENT][NEUTRAL] Uh, you won't be able to deal with the policy number. Uh, give me one moment. Verify your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, that's what we have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I would say try again. I'm not sure because all the other information we have in the system is correct. Uh, verify the zip code um to your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. So it should be fine. I would just say try again or probably clear out your browsing history maybe. I'm not sure.
[CUSTOMER][NEUTRAL] Uh, oh, another question, uh, so I do, I do have dental, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what, what other coverage do I, I have, you know, minutes since I, I, I haven't used anything yet just trying to see what.
[CUSTOMER][NEUTRAL] I was browsing through the the brochure but I was trying to see what I have what I'm covered with.
[AGENT][NEUTRAL] Uh, so you have dental, uh, critical illness and hospital indemnity or medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that and and that's I think what $108 a week I believe.
[CUSTOMER][NEUTRAL] Uh, how, how much is that?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, show 17419.
[CUSTOMER][NEUTRAL] 174. I thought it was 108.
[CUSTOMER][NEUTRAL] 174.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 108, but um.
[CUSTOMER][NEUTRAL] Hey, um,
[CUSTOMER][NEUTRAL] Is there any way you can email me that one of those.
[CUSTOMER][NEUTRAL] A copy of what you're looking at the the what I'm paying for?
[AGENT][NEUTRAL] I don't know if I don't have access to anything like that. Um, give me one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] [PII], why do people get on my nerves, Lord, help me with my attitude.
[AGENT][NEUTRAL] Oh, that's the reason why.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Because he's a vampire idiot.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Uh, Mr. [PII], thank you so much for holding. Um, you will have to contact UTBA and they'll be able to assist you as far as, um,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Each amount that is taken out for each one of your policies.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Is that company with you? Is that, is that your company?
[AGENT][NEUTRAL] No, sir, that is who you're contracted with.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] That would be through your HR.
[CUSTOMER][NEUTRAL] OK, uh, yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] UTA and I have to call my HR.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. All right. Um, one more question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, because yeah, they did tell me it was gonna be only $108 a week so that I would have to speak with them about that also.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] Oh, another question.
[CUSTOMER][NEUTRAL] OK, when I, um.
[CUSTOMER][NEUTRAL] I'm, I'm, I'm gonna be going to the visiting the dentist soon to get a uh extracted.
[CUSTOMER][NEUTRAL] Um, do I have to call?
[CUSTOMER][NEUTRAL] Before I go to the dentist?
[AGENT][NEUTRAL] You don't, uh, you can give them your policy number and our phone number and that way they can call and verify benefits and eligibility.
[CUSTOMER][NEUTRAL] OK, so is it 100% or do I have a copay?
[AGENT][NEUTRAL] Oh, it's not 100% because your policy, it depends on the type of extraction. If it's oral surgery, there is a 12-month waiting period for major services, so it wouldn't be eligible until [PII] of next year. If it's a simple extraction, then that falls under basic service and there's no waiting period and it pays 80% of usual customer and reasonable. So it's not 100% that it's payable.
[CUSTOMER][NEUTRAL] To to get a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. When you say oral surgery, is that, oh, what do that uh consist of?
[AGENT][NEUTRAL] Mostly
[CUSTOMER][NEUTRAL] I know that pulling the tube, just pulling the tube, but.
[AGENT][NEUTRAL] Uh, depends on like oral surgeries like if they, you were getting a tooth removed and they had to cut it out of your gums and pull the tooth out.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] A simple extraction is just them being able to pull the tooth. Like there's no obstruction or anything, oral surgery, meaning they have to probably get into your gums and do other stuff to get the tooth removed. So it all depends on the procedure code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that will be a 12
[CUSTOMER][NEUTRAL] OK, so if, if I need it.
[AGENT][NEUTRAL] And that's a 12-month waiting period for, right.
[CUSTOMER][NEUTRAL] 12 month waiting period to do that?
[AGENT][NEUTRAL] For major services.
[CUSTOMER][NEUTRAL] Why, why so long?
[AGENT][NEUTRAL] That's what's in the policy.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] So 12 months, uh, I'm not understanding the 12 months thing. Uh, you mean I have to be covered for 12 months?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Or insured for 12 months.
[AGENT][NEUTRAL] Insured for 12 months in order for a major because there's a waiting period for major services. So major services wouldn't be eligible until [PII] of next year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yeah, that's in most dental policies. There's a waiting period for major.
[CUSTOMER][NEUTRAL] Well, OK, well.
[CUSTOMER][NEUTRAL] I guess once I visit they'll tell me that because I don't know how they're gonna cause the two deals cracked so they may pull it, be able to pull it or they may have to do what you said.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Well, I won't know till I get there. So, um, well thank you so much. You've been so kind and you definitely helped me with this information. I really appreciate it and I hope you enjoy the rest of your day.
[AGENT][NEUTRAL] Uh, you too, Mr. [PII]. And do you want me to send a request for someone to give you a call back to help you, uh, on the online service center?
[CUSTOMER][NEGATIVE] Uh, yeah, I mean they could, yes, you could, because, um, I like I said I tried to log in but it wouldn't allow me to say that, uh, information was, it was, it just kept popping up error it said the information that I put in did not, um.
[CUSTOMER][NEUTRAL] Match the information.
[CUSTOMER][NEUTRAL] Uh, that y'all have on uh online.
[AGENT][NEUTRAL] OK, and what uh system are you using like Chrome or Edge or?
[CUSTOMER][NEUTRAL] I think I use Chrome.
[AGENT][NEUTRAL] Chrome? OK. And sometimes if you clear out your browser history, that may help.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Well, I'll, I'll, I'll attempt to do it again. I would do that. I'll clear out, uh, the history, and if that don't work, um, I'll give you a call back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, well, thank you so much.
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[AGENT][NEUTRAL] Bye.