AccountId: 011433970860
ContactId: e8e7bf1a-9fa6-4c6e-af8f-7e2f590fd742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415700 ms
Total Talk Time (AGENT): 187084 ms
Total Talk Time (CUSTOMER): 153597 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e8e7bf1a-9fa6-4c6e-af8f-7e2f590fd742_20250325T13:05_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I just called earlier and talked to another, another rep again you about my, about my dental plan. Now, is it possible for you to pull it up so we can have a discussion about it?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure, Ms. [PII]. First of all, what is a good callback number just in case we get disconnected, I can get right back to you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, what is that number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] 90
[CUSTOMER][NEUTRAL] 241 that that's what I see.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Looks like it might have an extra.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Let me uh.
[AGENT][NEUTRAL] Number in it.
[CUSTOMER][NEUTRAL] OK, let me uh
[CUSTOMER][NEUTRAL] Let me, let me go. Let me, um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Get a little bit better light so I can see.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] So I have to put on my reading glasses and getting better light for all this.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm thinking, I'm thinking I might need, I'm thinking I might need some glasses.
[AGENT][NEUTRAL] I've got about 10 pairs scattered all over my house.
[AGENT][NEUTRAL] Just little glasses.
[CUSTOMER][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] Let's just try it again, [PII].
[AGENT][POSITIVE] All right, I'm ready.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9241.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There we go, Ms. [PII]. Do you mind verifying your current, your um date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Just [PII].
[AGENT][NEUTRAL] OK, and I know that she verified all your information, so we're not gonna go through that again.
[CUSTOMER][NEUTRAL] Yeah, I just called to talk to someone.
[CUSTOMER][NEUTRAL] You got
[CUSTOMER][POSITIVE] Thank you, ma'am, cause I just talked to someone earlier.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] When I called her back cause I don't talk to the dentist.
[CUSTOMER][NEUTRAL] So I'm calling back so I'm calling back to see something to ask you something.
[AGENT][NEUTRAL] All right, well
[AGENT][POSITIVE] Absolutely. I can help you, Miss [PII]. I've got everything pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEGATIVE] I see that it that it didn't pay for for the cleaning.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It was something about, something about the cold. OK. I have, I have, I had a I had a period Donna cleaning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] With, with all I did all I did was clean my teeth, but see they the dentist told me that the code was the D 4910 that that that's not, that's not covered on the cleaning.
[AGENT][NEUTRAL] It's not because that is actually your gum cleaning, that's for periodontic services and your policy does not cover periodontic services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Yeah, the policy is only going to cover your preventive and basic services. And any periodontic services, endodontic services, oral surgery, or prosthodontic repairs such as bridges or, or, um,
[AGENT][NEUTRAL] dentures, that is not covered by this limited dental plan.
[AGENT][NEUTRAL] Now you're,
[CUSTOMER][NEUTRAL] OK, there, there, there's, there's nothing I can do because it comes out my check.
[AGENT][NEUTRAL] Right, and if you, you know, you can check with benefits in a card to see if they offer any other type of dental services. I don't believe they do because it is a limited plan.
[AGENT][NEUTRAL] And but you can check with them to see.
[AGENT][NEUTRAL] But um this policy, now your regular cleanings.
[AGENT][NEUTRAL] You know, just your regular exams and cleanings, those are covered.
[AGENT][NEUTRAL] But for your periodonic cleaning, that is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but, but that, that's what I get. I have to get cleaning up under my gums all the time. That's what I get.
[AGENT][NEGATIVE] Yeah. And unfortunately, that's just not covered.
[CUSTOMER][NEUTRAL] Oh wow, OK, um.
[CUSTOMER][NEUTRAL] OK, so is it possible I can cancel this insurance or I got to go through my job to do that.
[AGENT][NEUTRAL] You would need to contact your employer or I can connect you with benefits in a card if you would like to speak with them directly.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, could you do, could you connect me with them?
[AGENT][POSITIVE] I sure can. If you will give me just one moment, I'll be happy to transfer you to benefits in the card, Ms. [PII], and it has been a pleasure to assist you. Is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] That's all. Thank you so much.
[AGENT][POSITIVE] It's been my pleasure. One moment while I transfer the call, and I hope you have a lovely day.
[CUSTOMER][NEUTRAL] You do too.
[AGENT][POSITIVE] Thank you, Miss [PII], one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thanks for calling Benefits in the card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] with APL.
[AGENT][NEUTRAL] I have Ms [PII] with ATC Healthcare Services calling regarding her dental plans.
[AGENT][NEUTRAL] She has some questions and may want to cancel.
[AGENT][NEUTRAL] We've already gone over benefits.
[CUSTOMER][NEUTRAL] OK, you can transfer over.
[AGENT][POSITIVE] All right. Thank you, [PII]. Let me get her on the line. Hope you have a great day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line at Benefits and a card, and he will assist you further. Have a wonderful day.
[CUSTOMER][POSITIVE] I thank you. I thank you so much, ma'am.
[AGENT][POSITIVE] My pleasure. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right, bye bye.
[CUSTOMER][NEUTRAL] Hello? What's the last, yes, ma'am. What's the last four of your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] First name?
[CUSTOMER][POSITIVE] Oh yes sir.
[CUSTOMER][NEUTRAL] For security purposes, can you verify your address and date of birth for me?