AccountId: 011433970860
ContactId: c568a4c2-5500-427c-8350-db488b9a4848
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610909 ms
Total Talk Time (AGENT): 224658 ms
Total Talk Time (CUSTOMER): 198985 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/c568a4c2-5500-427c-8350-db488b9a4848_20250623T21:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], my name is [PII], and I was calling to see if my son is still on my insurance. I just wanna like make sure and also I need to update my address, but we can just start off with seeing that my son is on there.
[AGENT][NEUTRAL] OK, give me one moment, please.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Uh, what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, I just have my card in my hand. I have my member number in it.
[AGENT][NEUTRAL] OK, and what's that number?
[CUSTOMER][NEUTRAL] And have my member name.
[CUSTOMER][NEUTRAL] 0248.
[CUSTOMER][NEUTRAL] 286 9
[AGENT][POSITIVE] OK, thank you a moment right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address, and your email address, please.
[CUSTOMER][NEUTRAL] [PII], my date of birth, my mailing address.
[CUSTOMER][NEUTRAL] You guys probably have my Auste address uh [PII].
[CUSTOMER][NEUTRAL] And uh my email address is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm sorry then what let me see. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me see if we can.
[AGENT][NEUTRAL] Update your address if you have contact your group in one moment.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I will have to transfer to UTBA or UTBA and they will be able to have your mailing address changed and send us that information so we can change it in our system.
[AGENT][NEUTRAL] Or I can give you their phone number.
[CUSTOMER][NEUTRAL] No, no, you can transfer me, but is my son still on the policy, [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or am I the only one on the dental and the health insurance?
[AGENT][NEUTRAL] I'm only showing you it's been part of being on the policy.
[AGENT][NEUTRAL] Uh, as far as the dental.
[CUSTOMER][NEUTRAL] Oh, can we put him on there?
[AGENT][NEUTRAL] I see him on the dental policy, not on the medical.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, OK, so he is on a dental policy, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Alright, and
[CUSTOMER][NEUTRAL] Certain places that we take him, they have to basically accept our insurance, right? Like if they don't accept our insurance, then basically he's not gonna be covered, right?
[AGENT][NEUTRAL] Well, we don't have a network, so that means the policy is open to where you can go to any dental uh dental provider. I would suggest to give them your card that way they can call and verify benefits and eligibility. But like I said, we don't have like a network of dental providers that you have to go to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so he basically he can go anywhere he wants to go for dental insurance now.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] But for some reason this place keeps calling or they keep sending messages saying that we need to pay $276 for and he they have they have his bill information and I'm like.
[CUSTOMER][NEUTRAL] No, when I spoke with uh you all way back when I got the insurance in the beginning, I was told everything was good. The same thing you're telling me now. That's what I, that's what I was told, so I was like.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] No, something's not right. Somebody's not doing their job or something, so, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you can file the claim yourself if you like. Uh, we would just need the billing showing the procedure codes, the amount of the charge and the name of the dentist's office, and you can submit the claim and any payable benefits be sent to you. Or you can tell them they can call us and we can verify the benefits and they can fax the claim over to our office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, that's usually how it works, but I just think that somebody there at that location is not doing it. It wasn't my choice to take him where he, where he went, that that wasn't my choice. It's just the mother's preference for.
[CUSTOMER][NEUTRAL] Personal reasons and
[CUSTOMER][NEUTRAL] It just made me feel like
[CUSTOMER][NEUTRAL] I need to double check and make sure like, cause I know, I know he's been on my insurance for a while. I'm like wait a minute. Like I know what I, I know I put him on there, so it's not like it's it's on my end. I just wanna make sure our end was clear. And you said he's not on my medical, huh?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, he's not on the medical, but he is on the dental plan.
[CUSTOMER][NEUTRAL] OK, can I be was that who you were fixing to transfer me over to, or you just gonna transfer me over to a main department where I could just change my my address?
[AGENT][NEUTRAL] Well, uh, when I transfer you over to UTBA, they'll be able to assist you as far as you, if you want to have your child added on to your medical plan, but they can also help as far as your address.
[CUSTOMER][POSITIVE] Perfect, let's do it.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group Universal Benefits, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. Uh, this is [PII] calling from APL. How are you today?
[CUSTOMER][POSITIVE] Very good. What can I do for you this afternoon?
[AGENT][NEUTRAL] Well, I have an insured on the phone. Um, he is [PII] to change his address and 2, add his child onto his medical plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]. Um, what information would you need?
[CUSTOMER][NEUTRAL] What's his telephone number?
[AGENT][NEUTRAL] His phone number is [PII].
[CUSTOMER][NEUTRAL] Let me see who his agent is. You know, it's after hours here.
[AGENT][NEUTRAL] Oh, I didn't know.
[CUSTOMER][NEUTRAL] And [PII], and [PII] is his agent. Would you like me to have [PII] call him tomorrow?
[CUSTOMER][NEUTRAL] Matter of fact, [PII]'s on vacation this week.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But would you like me to have somebody, someone call him tomorrow?
[AGENT][NEUTRAL] Um, I guess it would be his choice if um it would be a.
[AGENT][NEUTRAL] Cool with him, but
[CUSTOMER][NEUTRAL] I mean he can speak to his agent next week or I can have somebody from customer service call him tomorrow.
[AGENT][NEUTRAL] OK, well, let me check with him. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], excuse me.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] Oh, good. Um, I was just on with someone from UTBA and they said your agent is on vacation, but he can have someone give you a call back tomorrow if you uh prefer.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, let's set it up.
[AGENT][NEUTRAL] OK. Uh, any time would be perfect for you or preferred?
[CUSTOMER][NEUTRAL] Anytime.
[AGENT][NEUTRAL] Anytime? OK, hold on one moment.
[CUSTOMER][NEUTRAL] And that.
[AGENT][NEUTRAL] OK, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, he said anytime tomorrow would be good.
[AGENT][NEUTRAL] To have someone call him back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Awesome, and what time your office close?
[CUSTOMER][NEUTRAL] We close at [PII] Eastern Standard Time.
[AGENT][NEUTRAL] Eastern, oh, all right, we're in Central, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, we're in [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's, uh, it's, it's, it's [PII] here.
[AGENT][POSITIVE] Oh, it's [PII]. All right, well, cool. Thank you so much.
[CUSTOMER][NEUTRAL] We're the early shift of the country.
[AGENT][POSITIVE] I see. It must be nice.
[AGENT][POSITIVE] All right. Well, I appreciate you so much, but if someone can give him a call back tomorrow, that would be great.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you so much. Have a great one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm bye.
[AGENT][POSITIVE] OK, Mr. [PII], thank you so much for holding. Uh, he's putting a note in to have someone give you a call back tomorrow.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate it.
[AGENT][POSITIVE] Yes, sir. Well thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.