AccountId: 011433970860
ContactId: e1b0d81a-23c7-4ff2-8f30-ac18cb5fd555
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1137420 ms
Total Talk Time (AGENT): 568183 ms
Total Talk Time (CUSTOMER): 469013 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e1b0d81a-23c7-4ff2-8f30-ac18cb5fd555_20250505T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good, [PII], how are you?
[CUSTOMER][POSITIVE] I am good. Um.
[CUSTOMER][NEUTRAL] All these emails. I have an insured on the phone. Let me give you her policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That number is 603-491 uh [PII].
[CUSTOMER][NEUTRAL] And then looking at her history, it appears that she's changed from option B to C and so on and so forth. She's now wanting to perhaps change to option D.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] And she also wants to know what would be the difference in the premiums. I think that's the benefit that may pay out the highest on services.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I will have to find.
[AGENT][NEUTRAL] About the premium.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'll have to find the premium. Hold on just a second.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Uh, I don't know if it's gonna work like this.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I don't know if I'm gonna be able to look it up like this. I was hoping that I could, but.
[AGENT][NEUTRAL] No, red muffins.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do do do do.
[AGENT][NEGATIVE] My computer is going so slow today.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] It's like, go away, it is Monday and I don't wanna be here.
[AGENT][NEUTRAL] That's what my computer's saying.
[AGENT][NEGATIVE] OK, I can't pull it up that way either. Well, how the heck am I supposed to check the premium?
[AGENT][NEUTRAL] Without actually changing it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let let me do it this way.
[AGENT][NEUTRAL] Darn it.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was trying to go through another way because I was in the middle of making changes on the policy, so now I have to make a note.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I look at the policy again, 603-491.
[AGENT][NEUTRAL] Hopefully it will let me try to add that benefit and tell me what the premium is.
[AGENT][NEUTRAL] Because I've checked the rate table and it's not showing up there. OK, 7280.
[AGENT][NEUTRAL] G
[AGENT][NEUTRAL] And uh she'll have to do an application for 71. Alrighty, [PII], you can go ahead and transfer her and I'll tell her the premium and um send her an application for her to apply for the option D.
[CUSTOMER][NEUTRAL] OK, and then she wanted a copy of the schedule and I told her that we need to confirm whether she can switch and she can and then once it's set up, then we can send her a schedule of benefits that she would like.
[AGENT][NEUTRAL] Yeah, now I can send her a um a brochure for that. I think we have a brochure for this one. Yes, I think so. Hold on.
[CUSTOMER][NEUTRAL] That's just
[CUSTOMER][NEUTRAL] Oh, for Schedule D?
[AGENT][NEUTRAL] Do do do.
[AGENT][NEUTRAL] Important documents original APL docs.
[AGENT][NEUTRAL] the dental.
[AGENT][NEUTRAL] OK, I know I had it.
[AGENT][NEUTRAL] OK, brochure.
[AGENT][NEUTRAL] Select dental to.
[AGENT][NEUTRAL] OK. This one that I have.
[AGENT][NEUTRAL] Yeah, it had, OK, so I could have checked this for the premium. It has um each schedule listed on here and the different premium type.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So yeah, I can send, send her this brochure and it shows her what's covered by the plan that she chooses, yeah. Mhm.
[CUSTOMER][POSITIVE] That's cool.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] Wonderful. Yay.
[AGENT][NEUTRAL] Yeah, yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so did you wanna transfer her over or?
[CUSTOMER][POSITIVE] Yes, I will get her transferred over.
[AGENT][NEUTRAL] OK. And has she been verified?
[CUSTOMER][POSITIVE] Here she comes. Thank you, [PII].
[CUSTOMER][NEUTRAL] I, she has been verified. Did you need her phone number?
[AGENT][NEUTRAL] Uh, yeah. Is it the same in the system?
[CUSTOMER][NEUTRAL] It's the one that shows up on the CCP.
[AGENT][NEUTRAL] OK, the [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All righty. You can go ahead and transfer her over. I'll take care of it.
[CUSTOMER][POSITIVE] OK, thank, thank you so much, here she comes.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] Doing fine and you?
[AGENT][NEUTRAL] I am good. Thank you for asking. Um, excuse me, Ms. [PII] was just telling me that you were calling in because you wanted to see about changing your dental policy and to see how much the premium would be.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes, I'm, I'm curious to find out about it at this time. I'm just looking into.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know what options I have and how much would the premium be and coverage and if you could send me the schedule of benefits so I can also have it in comparison, I'd appreciate that. But if you could, I, I didn't even know that there was an option D.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm curious about the premium.
[AGENT][NEUTRAL] OK, so the premium for you have right now, uh, employee plus spouse, um, so for the premium for option D for that coverage is 7280.
[CUSTOMER][NEUTRAL] OK. And, and if I would be interested in it, and that's for both of us.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Right? My, and myself. Um, I just let my state group benefits know. I just let my, you know, uh,
[CUSTOMER][NEUTRAL] Let them know so they um would or I contact y'all and y'all do whatever y'all do and it, it comes out of my check. So, you know, I, I have to contact somebody, how do I do that?
[AGENT][NEUTRAL] Yes ma'am, so we've got you set up on bank draft so you'd actually need to do that through us, make your changes, um, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, so it's, it's separate.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] I thought it came out. I, I thought it came out of my, um, out of my pension.
[AGENT][NEUTRAL] Um, so does your pension go directly into your bank account though?
[CUSTOMER][NEUTRAL] It does, it does.
[AGENT][NEUTRAL] OK, yeah, so it's we do have you on bank draft so what what we're doing is we're basically, um, your pension gets deposited into your bank account and then we take it out. It's not taken out of your pension before it gets deposited into your account. We're taking it out of your account.
[CUSTOMER][NEUTRAL] OK. Well, my husband takes care of all the bookkeeping, so, OK, that's good. It would be, it, it, it would just be a change in my, in my bank and my personal checking account, um, automatically not even having anything to do with my, my check check.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right, yes, ma'am, mhm, it would just be through us. Um, I would need to send you an application to fill out for because you'll have to be approved to go up to option D. um, and yes, ma'am, so, um, anytime you're going up a level, uh, you do have to fill out an application for approval, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] And your renewal, your anniversary date is [PII], so you're actually calling at the right time, you know, I can go ahead and send you this. You can go ahead and get it back and uh we can review it and then if approved, then your option D would take effect on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, but wait, let's see, um, uh.
[CUSTOMER][NEUTRAL] Oh, approval. What, what, what's so much join or that's our, your physical year.
[AGENT][NEUTRAL] Yes, ma'am. So,
[CUSTOMER][NEUTRAL] What do you call your your job, your, your year of renewal? What are you calling it?
[AGENT][NEUTRAL] It depends on when your original effective date was. So your original effective date on this policy was [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, excuse me. So actually, no, your original effective date was back in [PII], but we swapped you over to this uh dental product because, um, I'm not really sure why because I wasn't here in uh [PII], um, but so you were moved to this product in [PII] effective [PII].
[AGENT][NEUTRAL] So that is your renewal that's your anniversary date is July.
[CUSTOMER][NEUTRAL] Moversary date, yeah.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEGATIVE] Yeah, you know, I don't know exactly why things changed the way they did because I used to have option B. My children, you know, got older, they weren't on my policy anymore. And then I retired and all I know is I slashed through a B on here, and there's a C, you know, and I didn't get a new car and I just thought that I'm upgraded or whatever graded to a C. And um and I just know that my dentist's office just tells me that my insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Doesn't quite cover my horrible mouth, and you know, the things that go on in my mouth that I, that, you know, I go beyond just regular maintenance. And so I'm looking at other options. I was looking at um uh another, uh, a plan, another plan. Uh, they're sending me information, so that's why I was telling them, I didn't even know that there was a D option. So I really would like to see the schedule of benefits for it before I make a decision.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, we do have a brochure. I was talking to [PII] about that. She was unaware of that, so I do apologize, uh, but we do have a brochure that I can send you that lists out each options, the premiums for each options and then uh the schedule of benefits, um, as to what it covers per plan. So you can look at all of them, you can look at your current plan which you see and um.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Mm, compare it to the D plan and then make your decision. I can send that to you. Um, let me see.
[CUSTOMER][MIXED] I appreciate it, but then by that time, my anniversary date's gonna probably, you know, get in the way between.
[CUSTOMER][NEGATIVE] All that I have to wait a whole new year.
[AGENT][NEUTRAL] Well, I can, I can email all this to you so that you can look at it.
[AGENT][NEUTRAL] Um, and then,
[CUSTOMER][NEUTRAL] I know you can, but I'm not real, I'm not real. My laptop is, I can't make it do, it's new and I just can't see my emails right now. I don't know why. And I'm, uh, I'd have to see it on my phone and like, anyway, I'd rather see it in front of me, um, just for comparison, like I have the, the list for the C. I'd like to see the D.
[AGENT][NEUTRAL] OK. Um, let me see if I can get this.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, Ms. [PII], so I will um send this out to your [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'll send this and I'm gonna go ahead and send the application too just in case you decide you wanna do it that way you don't have to call back and tell us you do want it and you need the application so I'm gonna go ahead and send you this and the application and um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This application process is it something that people are denied?
[AGENT][NEUTRAL] It can be, um, that is a, the supervisor will look at the application and decide, um if you can upgrade or not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh my. I mean, God, I already, even a chance that I couldn't upgrade, um, if, if I'm interested. Um, that's kinda uh concerning though, because, uh, why would I be denied?
[AGENT][NEUTRAL] Uh, I'm not sure about the criteria. Uh, that's the supervisor's, uh, position on that. I just know that, uh, you have to fill out the application for approval. Um, I haven't seen very many get denied. So, um, yeah, and I've not seen any dental get denied. I have seen like cancer.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, cancer ones get denied and stuff like that because they've had prior diagnosis and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like if I have a preexisting something home with my mouth. I mean, I don't have nothing but to be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Caps keep on popping off and teeth seem like they explode. It was coming down part like 3 weeks and it was like, uh, uh, not, nothing major, I guess, but to me it is. I have a partial me and it cracked and, you know, uh, it's nothing simple.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, ma'am. I understand.
[CUSTOMER][NEUTRAL] I mean, it's nothing made made bad, but, you know, it's just, it's a little bad things.
[AGENT][NEUTRAL] Yes, ma'am. Uh, um, yeah, it is subject to approval, uh, but like I said, I do not have the criteria on that.
[CUSTOMER][NEUTRAL] So, OK, OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then, so, OK, that's why I wanna see the um we call it the, the, the um the schedule benefits so I can.
[AGENT][NEUTRAL] Schedule a bit, yeah.
[CUSTOMER][NEUTRAL] See what it shows, and I don't know what I'm looking at most of the time, but I can see it and compare it to another list that I'm getting in. So at least I can do that or somebody can help me with that. So, OK, cause we, I, I have to do something. I just keep on saying that I don't, you know, it's costing me and so it means therefore, my coverage is uh not as great as it should be. Uh, I need something more. So that's why I want to look at this option. OK. Well, I guess that's, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[AGENT][NEUTRAL] All right, you sure there's nothing else I can do for you?
[CUSTOMER][NEUTRAL] So I mean it's not you that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] From 57 to 70 to 80, I mean, depending on what I'm seeing on the percentages of the coverage, you know, that's why I need a comparison shot.
[AGENT][NEUTRAL] Yes, yes, ma'am. Yeah. Uh, it's 5750 for option C that you're on now and then it's gonna change to 7280 on option D. Mhm. And the schedule benefit shows you the coverages.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To 7280.
[CUSTOMER][NEUTRAL] And it was, and she just kind of.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Schedule date. OK. Thank you very much. I'll be waiting for that.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] No, ma'am, I guess that's it. Now, if I were to upgrade, would y'all send me a new card or I just slashed through the C and put a D?
[AGENT][NEUTRAL] Um, I can send you a new card, but I don't think the card actually changes, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, because I don't believe it has the option on the card. Hold on, let me take a look.
[CUSTOMER][NEUTRAL] Yeah, it didn't have C, so I flashed through G uh B and I put a C there, so.
[AGENT][NEUTRAL] On the card?
[CUSTOMER][NEUTRAL] And anyway, yeah, that's what I did myself. I just like, I guess if somebody told me to do it. I don't know. I just flashed through the B and put it through, so I guess I'd do the Ds thing. I was just curious, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, uh, I'm taking a look at the one that we have, uh, on your account and I'm gonna see what it looks like. Um, but I can definitely order you a new one, but if you wanna wait until you decide.
[CUSTOMER][NEUTRAL] My husband has one and I have one.
[CUSTOMER][NEUTRAL] You know, you know, yeah, let's just wait and see if I decide on a D. I would prefer to just stay with what I have, um, you know, and upgrade it to D if it's beneficial to us and not something that another gentle somebody can, you know, provide better coverages, or whatever, you know, the premiums probably would be higher and uh changes. It's, I'm not good.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I would prefer staying with y'all, but that's why I, I need to be smart and, and compare.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand. Yes, ma'am.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] All right. Well, uh, if you have any other questions between now and when you get the uh forms that I'm sending you, just give us a call back, uh, and let us know, OK?
[CUSTOMER][NEGATIVE] Well, don't like it. OK.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. Sorry to be so long winded. You have a great day.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] No, no, you are totally fine. We appreciate you so much. We thank you for choosing APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.