AccountId: 011433970860
ContactId: de9dd028-f67e-4190-af7e-9a455a18b07a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626219 ms
Total Talk Time (AGENT): 350570 ms
Total Talk Time (CUSTOMER): 269312 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/de9dd028-f67e-4190-af7e-9a455a18b07a_20250422T22:11_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], uh, I just got a letter from um APL.
[CUSTOMER][NEUTRAL] And it's um yeah, can you give me some information on me as far as what's going on because um this is all new to me.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, I can help you, sir, with your letter. Um first, can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And then, what is your policy number, sir?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have no policy number. I don't know anything about what's going on with this um letter that I got. It shows that I have a card from you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so policy number, um.
[CUSTOMER][NEUTRAL] I'm looking right now uh it it shows 02615295 or 393.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, Mr. [PII]. Um, I'll need for you to verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then your address, phone number, and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You guys already have it?
[AGENT][NEUTRAL] Yes sir, we still have to verify um for security reasons we don't want anybody else calling about your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't have a policy with you guys that's why I'm calling.
[CUSTOMER][NEUTRAL] I, I never applied for APL [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, in order for me to give you information, I'll still have to verify the information because I'm showing that you do have a policy with us through your employer.
[CUSTOMER][NEUTRAL] So this is um
[CUSTOMER][NEUTRAL] Through my employer and who's my employer? Would it be WSI?
[AGENT][NEUTRAL] I can't give out any information.
[CUSTOMER][NEUTRAL] Or EPI or EP. OK, I I.
[AGENT][NEUTRAL] Until you verify for me, please, sir.
[CUSTOMER][NEUTRAL] If I have insurance, huh?
[AGENT][NEUTRAL] I said I can't give out any information until you verify for me please sir the just your address and email address.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK, I'm gonna do that. I'm gonna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All small letters.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you. I know that it's not something that you're used to having to do because you didn't think you had a policy with us, but I'm showing that this policy has been issued through Workforce strategies.
[CUSTOMER][NEUTRAL] OK, now you're talking.
[CUSTOMER][NEUTRAL] OK. I thought, you know, I have got some letters that I owe money and this and that and it turned out to be, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, no, this is your dental policy and I'm gonna say that that's the only policy that was issued through us was your dental policy through Workforce strategy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And and is that because it's optional of what you want coverage?
[AGENT][NEUTRAL] Uh, I'm not sure how they do it. Uh, I do know that they have like open enrollment every year and you could choose your benefits. And it, it may be something that um you have chosen since you've started employment there, but I do show that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I, I recall now.
[AGENT][POSITIVE] I do show the effective date the policy started on [PII], so you, it's brand new policy. You just got benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yes, and I remember talking to the receptionist about this, and, and I pointed out dental, yeah, uh, I don't mean to sound rude or anything, just, so I do have a.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[AGENT][NEUTRAL] Oh, no, no, I understand.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, in today's world, you have to, you, you have to double check because you just never know. That's why, that's also why I have to verify because we get people calling on other people's policies and it's against the law for us to give them information, um, especially when you have private information like these policies do, um, but yeah, I don't blame you one bit for calling and finding out what it was about.
[CUSTOMER][NEUTRAL] OK, so I have a card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I didn't want to get out to too much information. OK, so I have two stickers, uh, stickers, um, that.
[CUSTOMER][NEUTRAL] That um usually they're cards, but these are stickers for the um proof of insurance and with my name on it I guess.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir, and it has your.
[CUSTOMER][NEUTRAL] And doesn't have my name. Oh yeah.
[AGENT][NEUTRAL] Your policy number is
[CUSTOMER][NEUTRAL] All we have is 4 of them.
[AGENT][POSITIVE] Oh, good, good.
[CUSTOMER][NEUTRAL] Yeah, so what do I do? Stick, stick two of these together?
[AGENT][NEUTRAL] Yes, sir. You, you make a, make two cards.
[CUSTOMER][NEUTRAL] So there's no sticky side.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] A front and a back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, uh, so now that we got that right now, um, yeah, I was curious, you know, about the letter, um, if I already have insurance and coverage that covers it, like, say like my dental.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, what, what does dental, um, cover?
[AGENT][NEUTRAL] Uh, when you go to the dentist, uh, you have the low plan and I can, um, just give you briefly your benefits on this policy. Let me look it up real quick.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And of course it's just to verify your benefits. It's not a guarantee of payment. You have dental benefits that you get $500 per covered insured per year. You have a $50 deductible per covered insured up to $150 per family.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your deductible does not apply to preventative services because preventative services are covered 100% and your preventative services are like, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your oral evaluation, your bike wings, um, fluoride, uh, sealants, uh, well, sealants are for age under [PII], um, space maintainers, things like that. Uh, you also have like, uh, your X-rays is covered 80%, your basic expenses is covered 80%. Your basic restorative expenses are covered 80%.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, after your $50 deductible is met, up to $500 that'll help pay. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, so the 1st $50 I pay.
[AGENT][NEUTRAL] And if
[AGENT][NEUTRAL] Right, right. And it does, um, it does have like, um, if you have to have a tooth removed or you have to have fillings or resin put on your teeth, um,
[CUSTOMER][NEUTRAL] Of of any service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The gold foil.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is Rogan
[AGENT][NEUTRAL] Resin is like a build up, um, like.
[AGENT][NEUTRAL] It's, it's like a, I don't know, it's that.
[AGENT][NEUTRAL] It's almost like cement-looking stuff that looks like your tooth, the color of your tooth to help like,
[CUSTOMER][NEUTRAL] 00, OK. Yeah.
[CUSTOMER][NEUTRAL] Uh, I have some that, um.
[CUSTOMER][NEUTRAL] Could be, um, not so much just a cleaning, but is there a certain, um, treatment that they have where they can just brighten up your teeth? Because it's like a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In depth cleaning so I don't I'm not sure if I'm using the right word.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure you would have to go to the dentist and find out, you know, what it is and then they can call us and give us the code that they're going to be using and we can look up the benefits and see if it's covered under your plan.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it all depends on what that code is that they use to be able to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[CUSTOMER][NEUTRAL] So then basic cleaning they do cover them, right?
[AGENT][NEUTRAL] Yes, your um preventative expenses is 100%.
[CUSTOMER][POSITIVE] OK, uh, well, that's good because I plan to stay with this company for, um, for a little while, 234 years maybe, God willing, um, it's good to know that I have that at least, um, I am getting help right now.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, and you get
[AGENT][NEUTRAL] Yes. And you get cleanings 2 times a year, every 6 months, you can have a cleaning.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Uh, 100%.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, well thank you for the information. I appreciate it and now I, I'm, I don't think you're suspicious at all.
[AGENT][POSITIVE] Well, I'm glad that you don't find me a suspect.
[CUSTOMER][NEUTRAL] I, I was waiting for the um the um.
[CUSTOMER][NEGATIVE] My shoot my mind went blank just now my security number.
[AGENT][NEGATIVE] Oh no, I
[CUSTOMER][NEUTRAL] Could I have the 2 last numbers?
[AGENT][NEUTRAL] Yeah. No, I wasn't gonna ask that because I could tell by the way that you were talking that um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] that you were very, that you were very worried when you called, like I picked up on that and I knew that you weren't really sure what you had or why you had it. But that's OK. We got you figured out now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Yep, um, and I, I, now that you mention it, of course I was in the office, so for verification on, on some stuff, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK. OK.
[CUSTOMER][NEUTRAL] All right then um.
[CUSTOMER][POSITIVE] OK, thank you very much for calling me. I appreciate it, or I mean I called but.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, I'm good I appreciate it.
[AGENT][POSITIVE] OK, you're very welcome. If you find there's anything else that you need, always feel free to pick up the phone and call us, OK?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, I will. Thank you very much.
[AGENT][POSITIVE] You're very welcome, sir. You have a wonderful rest of your week.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yep, I will thanks bye.
[AGENT][POSITIVE] Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] OK.