AccountId: 011433970860
ContactId: bd6a0b7d-85fa-46b1-80cb-fb6d056b0336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396720 ms
Total Talk Time (AGENT): 188493 ms
Total Talk Time (CUSTOMER): 137402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bd6a0b7d-85fa-46b1-80cb-fb6d056b0336_20250114T16:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, Miss, I'm trying to trying to see, um, I have a plan here for [PII], and we're trying to see if he can get, um, his teeth pulled on emergency and what group do y'all, um, what doctor's office do y'all provide in [PII].
[AGENT][NEUTRAL] OK, if he can get what type of service?
[CUSTOMER][NEUTRAL] I guess, um, his teeth pull and get dentals.
[AGENT][NEUTRAL] And get, are you saying dentures?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, and can you spell your first name for me?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh, [PII] is [PII]
[AGENT][NEUTRAL] OK, [PII], thanks. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, it will be 024691777.
[AGENT][POSITIVE] And give me a good phone number in case we're disconnected [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] thank you let me pull up the file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's get [PII] on the line. I'm, I'm not [PII], I'm his fiancee.
[AGENT][POSITIVE] Thank you for letting me know that.
[CUSTOMER][NEUTRAL] Yeah, not [PII], but hold on, hold on one second please. We're gonna get him on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Add to the car. He's driving, he, he drives trucks, so he's not able to talk. He, he's able to talk, but he's not able to um down through all that.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Hello ma'am, this is [PII].
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with American Public Life. How are you?
[CUSTOMER][NEUTRAL] How you doing?
[AGENT][NEUTRAL] Good. Um, I'm gonna try to verify your dental benefits with you. Can you verify your
[AGENT][NEUTRAL] Um, date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Um, it's, uh, [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] It should be uh.
[CUSTOMER][NEUTRAL] I'm gonna say
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Yes, that's what we have. Thank you for that. OK, let me pull up your policy and you're trying to get a cleaning and an extraction?
[CUSTOMER][NEUTRAL] I'm probably gonna need a medical extraction. I have teeth that's um.
[CUSTOMER][NEUTRAL] Uh, uh, broken off and all kinds of stuff and one is hurting, but I'm, I'm on the road, so I'm not gonna be able to come in right away. I'm looking for someone that's in in [PII] that's in the network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there is no network affiliated with your policy, [PII], so you can go to any provider of your choice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so with that being said there, we do not have a list because you can choose a provider of your choice and under your dental policy.
[AGENT][NEUTRAL] Um, under the basic part of your policy, which reimburses at 80%, it covers one extraction code.
[AGENT][NEUTRAL] Um, and that's the D 7140.
[AGENT][NEUTRAL] Any other extraction is going to be considered major, and that reimburses at 40%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Do y'all cover dentures?
[AGENT][NEUTRAL] Yes, dentures are covered under this policy under major.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At 40%
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And um I know your fiance is on the phone, [PII], if she's gonna be handling your affairs, we can email you a third party authorization, um, it's a form to complete giving us permission to speak with uh your fiance. Um, you'll need to list her name, her relationship, and specific and specifically list what information we can disclose to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Do you want us to do that?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now do you have any other questions?
[CUSTOMER][NEUTRAL] So you said uh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So you said the, the major is 40%. What's the one before you said the major?
[AGENT][NEUTRAL] Uh, so you have basic services. So like if you have an extraction, it's just a simple extraction, it's not impacted or they're not gonna have to dig to pull it out. That's covered under your basic, which is 80%. But you probably won't know which one it is until they examine it or take a, an X-ray of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And of course, your preventive services are reimbursed at 100%. That's like your cleanings, uh, your X-rays, those are covered at 100%.
[CUSTOMER][NEUTRAL] And if
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK, and it looks like you've been on the policy since [PII]. Now there is a 12 month waiting period for major services.
[AGENT][NEUTRAL] So [PII], so you will not be eligible until [PII] of this year for any major services.
[AGENT][NEUTRAL] So if, if, if the extraction is like a major code, then you won't be able to get it done until um after [PII] of this year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Due to the waiting period.
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine, but if, but if it, if I just go in and get a simple extraction, it, it'd be, it'd be covered.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Correct, and that's the D 7140. Yes, that's under basic.
[CUSTOMER][NEUTRAL] What was that name you said? Do, do what? Do you, do you want?
[AGENT][NEUTRAL] It's, it's [PII] 7140.
[CUSTOMER][NEUTRAL] Are you saying [PII] or B?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] 7140.
[CUSTOMER][NEUTRAL] 71,710 OK. 7140.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7140 OK.
[AGENT][NEUTRAL] Mhm. And what is, what is your fiance's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I just wanted to put that in my notes.
[AGENT][NEUTRAL] All right. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] That's it, man.
[AGENT][POSITIVE] Alrighty well thank you all for calling APL and have a good day, OK?
[CUSTOMER][POSITIVE] And do the same. Thank you, ma'am. Bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.