AccountId: 011433970860
ContactId: c1676387-c3de-4070-a56e-402903f265a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321559 ms
Total Talk Time (AGENT): 130683 ms
Total Talk Time (CUSTOMER): 130666 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c1676387-c3de-4070-a56e-402903f265a8_20250516T14:18_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], how you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Alright, I'm just uh calling to just get information about the dental plan, uh.
[CUSTOMER][NEUTRAL] I have a provider that I go to now but uh.
[CUSTOMER][NEGATIVE] They're like dragging their feet doing getting stuff done and uh I'm in so much pain in, in my mouth and I'm, I'm uh going to another dentist today. Now I was calling to make sure there wouldn't be a conflict with me changing uh dentist's office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, let me take a look at your policy. It shouldn't be, um, but let me take a look at your policy just to make sure. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My policy number is 023.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 468 09
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I have the policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth [PII]. Email address is [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so no, your policy isn't on a network, so you don't have to worry about, um, like if a provider is in or out of network, you can just present them with your card and um if they have any questions they want to verify benefits, just tell them to give us a call at the number on the back of the card, and we'll verify and fax them over a copy of your um benefits.
[CUSTOMER][NEUTRAL] OK, perfect. Who do I talk to about like uh knowing how much certain things costs or how much covered.
[AGENT][NEUTRAL] Um, that would be me. Um, how much it costs would be the provider, how much they're charging, but how much we would pay towards things would be us.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, yeah, that's what I'm trying to figure out, uh, yeah, I just got an X-ray. I got my teeth cleaned at the last visit and I didn't, I didn't pay much nothing.
[CUSTOMER][NEUTRAL] Uh, for that, uh, that I, I might, I may need to fill in or extraction today.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I was uh wondering how much, how much that would be covered.
[AGENT][NEUTRAL] So, um, fillings and hold on one moment, let me, here it is. Fillings and basic extractions are covered under um basic, which is 80%, so depending on how much it is, the policy you could pay up to 80%, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I mean if there's anything major, you also have major services which covers up to 40%. Um, there was a waiting period, but your policy has um satisfied that. So whether it's the basic or the major, you have the coverage.
[CUSTOMER][NEUTRAL] OK, because I know my, I'm gonna need to uh.
[CUSTOMER][NEUTRAL] A major which is uh an oral surgeon.
[CUSTOMER][NEUTRAL] I'm gonna need that coming soon, I know.
[CUSTOMER][NEGATIVE] Because I tell you I'm in some pain, baby, I'm in pain.
[AGENT][POSITIVE] Well, hopefully today they can come up with a plan and um I would encourage you to um have them give us a call so we can send them over the benefits so that they can um make the estimates and things.
[CUSTOMER][POSITIVE] So they're about to start, they're about to get ready. I just got, I literally just got the phone with them, so they're gonna be calling soon.
[CUSTOMER][NEUTRAL] You know, to verify everything and all that good stuff.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Right, and I appreciate it I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, you answered everything, uh.
[CUSTOMER][NEGATIVE] The other provider I went to, I'm not going there no more. No, no time soon anyway.
[CUSTOMER][NEUTRAL] Because uh they dragging their feet.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, I hope this one is speedy cause it sounds like you're in pain.
[CUSTOMER][NEUTRAL] You guys have
[CUSTOMER][NEGATIVE] Oh my God, you just have no idea. Oh, you have no idea.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I'm a grown man. I had to cry myself to sleep last night. That's how bad it is.
[AGENT][NEUTRAL] That tooth paint is just something different.
[CUSTOMER][NEUTRAL] Oh my God, what you talking about?
[CUSTOMER][NEUTRAL] Make you want to fight and cuss and everything else.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You said.
[AGENT][POSITIVE] Well, I hope you feel better and I hope they give you some type of relief today.
[CUSTOMER][POSITIVE] But I do appreciate you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Something. Give me a shot of something.
[AGENT][NEUTRAL] Some.
[CUSTOMER][NEUTRAL] I need so.
[CUSTOMER][NEUTRAL] For real.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh.