AccountId: 011433970860
ContactId: d0d35050-f264-40fd-9990-b58646462b4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516679 ms
Total Talk Time (AGENT): 236128 ms
Total Talk Time (CUSTOMER): 118569 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d0d35050-f264-40fd-9990-b58646462b4e_20250304T17:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APOs. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am hi I just had a few questions about our dental policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can help me.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. Um, so, um, so my husband is like, he's, uh, he's [PII] old. And I noticed a couple of years ago that the premium went down, OK? But I didn't call or anything. I just said, well, maybe it's cause he was, you know, because he got turned [PII]. So I continue to go to the dentist like to have my cleanings and stuff and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The amount of coverage went down drastically, so I just wanted to see where we're at right now with the coverage.
[AGENT][NEUTRAL] Mhm. All right, miss.
[CUSTOMER][NEUTRAL] So can I give you that number?
[AGENT][NEUTRAL] Uh, sure. Uh, first, what is the callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] All right, perfect. And may I have your name, please?
[CUSTOMER][NEUTRAL] [PII] and the policy is under my husband [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], and what is the policy number?
[CUSTOMER][NEUTRAL] OK, it is 617-357.
[AGENT][NEUTRAL] 617-357
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and let me just a second while I pull up your policy.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see here um your policy and just for verification steps. Do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] OK, so you want my husband's or mine? My date of birth?
[AGENT][NEUTRAL] Um, yours will be fine.
[CUSTOMER][NEUTRAL] OK, OK, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm. And the address please.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][POSITIVE] All right, perfect. Thank you very much. And I'm just looking at your policy here, um, policy information as well.
[AGENT][NEUTRAL] I do see it does cover both of you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Mhm, we are good in that part.
[CUSTOMER][NEGATIVE] So it's gotten to where now I'm paying like $300 to have my teeth cleaned because y'all only paid like $50 of it.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So I was wondering about that. So, so that coverage must have went down whenever the price went down possibly I'm not sure.
[AGENT][NEUTRAL] Mhm, I'm trying to look here um.
[AGENT][NEUTRAL] But the premium payments, um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There was some bank draft.
[AGENT][NEUTRAL] It went down. I'm not being able to find information of why the um
[CUSTOMER][NEGATIVE] Premium went down.
[AGENT][NEUTRAL] Yes, the premium went down and if the benefits went down, um, I will, if you don't mind just holding on the line just for a second, I will get um someone into the dental department to see if they have any information about it. Um. Mhm. And if they do so, I will be automatically transferring you transferring you to them. Does that work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's uh now can you tell what other coverages I have or I would have to talk to them to find out like, say for a root canal how much it covers, what percentage?
[AGENT][POSITIVE] Uh, yes, that will be something that they will have information about. Mhm. All right. You're welcome. I will go ahead also and provide all the information so you don't have to repeat yourself.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[CUSTOMER][NEUTRAL] That's what I was worried about. I was about to ask you that.
[AGENT][POSITIVE] Yes, no problem at all. All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you. I'm just gonna go ahead and place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient, Ms. [PII]. Um, I was able to find information about that the policy, um, premium change was for dropping your dependents, um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yes, they were um overage dependent, so they were dropped. That's one of the reasons why the premium went down. It was not a change in benefit. Um, as for the benefit amounts um that this policy covers, unfortunately, I do not have that information, so I will be transferring you to that dental department so they can explain it to you. All right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have [PII] on the line. Um, she's the spouse of the applicant with a dental policy. Policy number is 617357.
[CUSTOMER][POSITIVE] Good morning
[AGENT][NEUTRAL] Callback number?
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you for that information. I'm ready.
[AGENT][NEUTRAL] OK, um, her question is about how much is this policy covering for, um,
[AGENT][NEUTRAL] Pretty much any type of service because apparently she's seen that it went down. She has been paying more than she used to pay. I already looked into the policy and the only change I was able to find is that we dropped the dependents, but the coverage um benefits were not changed at all. So, um, she wants to know about how much um the services are covered by us.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi, this is [PII] with APL claims department. How are you?
[CUSTOMER][POSITIVE] Good how you doing? I'm good. I understand you were calling uh for information on.