AccountId: 011433970860
ContactId: b876ebb0-eebb-41bb-815c-362ccb673c89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392640 ms
Total Talk Time (AGENT): 163644 ms
Total Talk Time (CUSTOMER): 155981 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b876ebb0-eebb-41bb-815c-362ccb673c89_20250313T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question. I was just talking to the administration about change my plans, which I got, you know, information I needed, but they told me I'd have to talk to y'all about.
[CUSTOMER][NEUTRAL] You know, the COVID was because I, I just went to the dentist today and did examine.
[CUSTOMER][POSITIVE] And I'm happy to get 2 fillings and
[CUSTOMER][NEGATIVE] To uh to my bother people.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] They were trying to say, you know.
[CUSTOMER][NEUTRAL] So on covering so much and I was one that having to pay out of pocket out of $1000 and I'm trying to figure out, you know, I can't really afford that at the moment so I'm trying to figure out a way I can.
[CUSTOMER][NEUTRAL] You know, get it done.
[CUSTOMER][NEUTRAL] You know, you know, 4 will cross.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Have you checked to see if you can
[AGENT][NEUTRAL] Change the plan to a different coverage? Does your employer offer a different plan?
[CUSTOMER][NEUTRAL] They were telling me there wasn't just one.
[AGENT][NEUTRAL] OK. So, um, if they don't offer any other plans, unfortunately, then you wouldn't be able to change the plan that you have.
[AGENT][NEUTRAL] Um, if they're giving you like the estimated cost of, you know, what the treatment's going to be.
[AGENT][NEUTRAL] The only other thing I could recommend if that's not something that's doable would be to maybe find a different provider maybe it would be at a more affordable cost.
[CUSTOMER][NEUTRAL] Right, so like different, you know, dinners.
[AGENT][POSITIVE] Right, exactly.
[AGENT][NEUTRAL] Most of them will, yeah, I mean, most of them will work with you.
[CUSTOMER][NEUTRAL] Right, I feel like they're.
[CUSTOMER][NEUTRAL] I feel like they're little, you know, too expensive myself, you know, people were actually coming out of there while I was, you know, doing it down and complaining so I was like, you know, as far as a better place I can go.
[CUSTOMER][NEUTRAL] other than that and dental.
[CUSTOMER][POSITIVE] I just got referred to go to them so I know with them see how good they were.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And get it examined.
[AGENT][NEUTRAL] So, I mean, I would just recommend if that's not gonna work for you to find a different provider um and go to them and let them know that, you know, you went to, I think you said Aspen Dental and just let them know that.
[AGENT][NEUTRAL] What your situation is and see if they can work with you because most of them even if you know the initial out of pocket is too much, most of them will work with you on.
[AGENT][NEUTRAL] Payments or things of that nature too.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's what I want, I wanna do. I wanna find somewhere else, you know, to go.
[CUSTOMER][NEUTRAL] See what they can do
[AGENT][NEUTRAL] Did you have any other questions or concerns I can help with today?
[CUSTOMER][NEUTRAL] Um, yes, they, uh, also because, because I'm first started working, um, so then you know I wanna be off the next few weeks, and they were saying my coverage will end up canceling because they only stay active while I'm working.
[CUSTOMER][NEUTRAL] So it's trying to understand that, you know.
[CUSTOMER][NEUTRAL] My uncle has had open heart surgery, so I've got to be.
[CUSTOMER][NEUTRAL] So I gotta be at home within the next few weeks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So since I'm doing trying to get, you know, what I need to get done while I'm having to, you know, be at home with him.
[CUSTOMER][NEGATIVE] Don't have no help, you know, our family, you know, is deceased, so I'm the only one that can, you know, be there to help, help me get around.
[AGENT][NEUTRAL] So are you asking if the coverage is going to stay active or if it's gonna terminate?
[CUSTOMER][NEUTRAL] Yes ma'am, the surgery was telling me, you know.
[CUSTOMER][NEUTRAL] So it only stays active while I'm working and I was like, well, I'm gonna be off for, you know, out of work next week.
[CUSTOMER][NEUTRAL] And you know, I've got an excuse for that.
[AGENT][NEUTRAL] Usually
[AGENT][NEUTRAL] Usually the employer will cover it if you're just like on a short leave.
[AGENT][NEUTRAL] Is it payroll deducted from your check?
[CUSTOMER][NEUTRAL] Right, on the insurance wise, yeah.
[AGENT][NEUTRAL] Yeah, so if the insurance is payroll deducted from your paycheck, most employers while you're on a leave will continue the coverage for at least 30 days. I'm not able to say what your company's policy is on that, so you would want to follow whatever direction that they're giving you because.
[AGENT][NEUTRAL] They're the ones taking the money for the insurance and they're the ones paying us.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[AGENT][NEUTRAL] So if they're telling you that, you know, that's the case, then that would be the case, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In my own personal experience, if you're on like a personal leave or FMLA.
[AGENT][NEUTRAL] They can't just shut off your, you know, uh, insurance. It usually has like a 30 day grace period.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] That's what, that's what I figured too like, you know, us to give you like 30 days.
[AGENT][NEUTRAL] Right, but again, I would go based off of whatever information the employer is giving you because they're the ones that set those policies. It's not us the insurance company.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well thank you I'm [PII]ust.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, ma'am, that'd be it. I was just trying to get some information, you know.
[AGENT][POSITIVE] Yeah, not a problem. Happy to help. If you have any other questions or concerns, feel free to call.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. Have a blessed day.
[CUSTOMER][POSITIVE] Alright, thank you. You too.
[AGENT][NEUTRAL] Mhm. Bye-bye.