AccountId: 011433970860
ContactId: ccb1d446-cd53-4829-a344-23dba932dd58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292640 ms
Total Talk Time (AGENT): 112031 ms
Total Talk Time (CUSTOMER): 123442 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ccb1d446-cd53-4829-a344-23dba932dd58_20250206T20:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a question for you. I just got to talk to your lady on the phone about my uh.
[CUSTOMER][NEUTRAL] Insurance and I went to the dentist yesterday and I was explaining to her, they charged me uh for my cleaning.
[CUSTOMER][NEUTRAL] And they called me back and said the reason why I was charged was for fluoride.
[CUSTOMER][NEUTRAL] A deductible and a copay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does that sound familiar?
[AGENT][NEUTRAL] Is some of the charges that we pay for, yes.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] What is your
[CUSTOMER][NEUTRAL] Cause she was, she was telling me.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Let me have your name, a callback number, and the policy number so I can better assist you.
[CUSTOMER][NEUTRAL] Oh [PII], I don't, I don't have that policy on my number, but my name is [PII].
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if I can find you with the name. OK, one moment.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. And I need to verify the mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Mailing address is [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And so you said you, you received the service already or you were just trying to see the doctor for this type of service?
[CUSTOMER][NEGATIVE] No, I received the service yesterday. I went to the dentist yesterday. It seems like every time I seem like every time I go there, I'm paying out of pocket costs just for cleaning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was telling me my clinic.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm. Go ahead. No, go ahead, go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Now I'm just saying my cleaning tubing is, is, is, it was covered 100%.
[CUSTOMER][NEGATIVE] So I had them, um, she couldn't explain why the charges were being had. So they just called me back within 5 minutes ago and said, the reason I was billed.
[CUSTOMER][NEUTRAL] It was because of my deductible, my co-pay, and some kind of fluoride.
[AGENT][NEUTRAL] Mm, OK. Uh, was it a deep cleaning or was it a regular cleaning?
[CUSTOMER][NEUTRAL] A regular, a regular cleaning, that's all it was.
[AGENT][NEUTRAL] Regular cleaning. OK. Yeah, if it was a regular cleaning, um, usually regular cleaning is under preventive service, which prevented is cover 100%. Um, did they get the card with the information of the policy?
[CUSTOMER][NEUTRAL] Uh, they, they already had it on file. I'll tell you what, if it, because I, if it's easier, can, can I just, uh, maybe have you guys call them and explain to them, or should I, I, I, you know, I'm just, I'm confused because I don't, you know, I'm getting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, you will have to do a three-way call and the reason for that is because due to security, they don't speak directly to us, so you'll have to be in the line.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] To give authorization.
[CUSTOMER][NEUTRAL] OK, OK, I'll do that tomorrow then I, I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't, OK, I'll give you guys a call back tomorrow.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yes, um, if you can call us back with them on the line, we can go ahead and go through the benefits, explain to them how it works, or if they want to explain to us how they process, we can come into an agreement and see what's going on, how can we help you with this, OK?
[CUSTOMER][POSITIVE] Alright, alright, thank you.
[AGENT][NEUTRAL] OK. You're welcome, Mr. [PII]. Is there anything else I may help you with today? Do you need your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I have it at home or a car, but I'm, I'm at I'm at, I'm out and about and I don't, I just didn't have it at the time. I don't keep it on me, um, but yeah, I'll, yeah, we'll get, we're hopefully we'll get it squared away tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got. Oh, OK.
[AGENT][POSITIVE] OK, no problem. Yes. All right. Well, you have a good day and thank you for calling APL. You're welcome, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right.