AccountId: 011433970860
ContactId: f5f8f544-306f-4f0a-97de-3cf3bd2da01f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634140 ms
Total Talk Time (AGENT): 389137 ms
Total Talk Time (CUSTOMER): 175610 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f5f8f544-306f-4f0a-97de-3cf3bd2da01f_20250220T21:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII]. My name is [PII] I was calling because I don't know, I haven't, I used, I think the dental plan maybe one time or maybe not at all, but I don't remember where to get my card or what it covers.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Miss [PII], you have, you're wanting to find out about where you can find your benefit information on your policy and also get your ID card, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things and then this me, first off, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And are you the subscriber? Is the policy in your name? OK, and what is your full social so I can look your information up?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you. And give me just one moment please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so first off, Miss [PII], I will have to verify several things with you for security, and then any information I provide for you would be a verification and benefits and not a guarantee of payment. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. The address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what was the street address one more time, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Alright, thank you and your phone number that we have on file is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So Miss [PII], we do have a portal for our members. Have you ever, has anyone ever told you about the portal or have you set up your profile there before?
[CUSTOMER][NEUTRAL] If they did, I don't know. I don't remember.
[AGENT][NEUTRAL] OK, alright, so I can check to see if we have a profile on file for you, but I also have a user guide that explains how to set up your profile and then it also tells you the different um things that you can do in there and gives you instructions for that. So give me just a second I can check to see um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you have ever set it up, but either way I'm still gonna email you this user guide so that uh you will have that. OK, so give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because in the portal it does have your policy information, your ID cards are also in there. Now I can request that ID cards be mailed to you. That does take about 10 business days to receive them. So if you are able to set up your profile that would go ahead and give you access to them in the meantime.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And I don't see and you have not, you've not ever set up your profile, so give me just a second and I'm gonna send this to you.
[CUSTOMER][NEUTRAL] I don't know. I don't remember if they were with another company when I first started. Have you guys been with them for a while? A uh with American Eagle?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Bennett Motor Corporation. I don't know which one it's listed under. Bennett Motor Corporation owns American Eagles, so I don't know what they have it listed at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't see.
[AGENT][NEUTRAL] I can't
[AGENT][NEUTRAL] You've had your coverage, this policy you've had with us since [PII].
[CUSTOMER][NEUTRAL] Yeah, so that was been last year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can just, I don't see the specific name of your company. I see you under the Universal Trucking, you know, under UTBA is how your policy comes up in the system for us. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's right now, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Bear with me just a second while I'm trying to get this.
[AGENT][NEUTRAL] User guide for you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the email just said that you'll know what to look for it's gonna come from [PII].
[AGENT][NEUTRAL] And I have put APL and online service center portal in your subject line so that that's easy for you to recognize, so you should have that, you know, in just a moment. I just sent it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, would you like for me to order your ID cards to be mailed as well?
[CUSTOMER][NEUTRAL] Uh, yes, please.
[AGENT][NEUTRAL] Or do you just want to get them from the port? OK.
[CUSTOMER][NEUTRAL] I mean, I can, I can get them from there.
[CUSTOMER][NEUTRAL] I need the, I mean I can print them off, you just print them off from there.
[AGENT][NEUTRAL] Yeah, mhm, you can if you want to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So would you rather do that and have it instead of um having them mailed or would you also like for me to have them mailed?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can you do both? Can you, yeah, I'll do that.
[AGENT][NEUTRAL] That's sure.
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] OK, so the ID cards have also been requested to be mailed to your home address.
[AGENT][NEUTRAL] And then what other questions uh can I help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, I know you said it's not a guarantee. Hey, do they, do they does it cover like fillings?
[AGENT][POSITIVE] A payment, correct. Yes, ma'am.
[AGENT][POSITIVE] Yeah you do.
[CUSTOMER][NEUTRAL] I mean I know there's a a copay.
[CUSTOMER][NEUTRAL] I just didn't remember what my co-payer was or anything like that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, your calendar year maximum benefit that this policy has is $1500 and your calendar year deductible is $50 per covered insured, up to $150 per family.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your preventative expenses are covered at 100% of the UCR.
[CUSTOMER][NEUTRAL] OK, what's a preventive what?
[AGENT][NEUTRAL] Things like
[AGENT][NEUTRAL] Like your cleanings, typically, your cleanings would all fall under a preventative.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Depending on the codes it's it's really hard for me to say um depending on the codes that your provider files as to what category they go under.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you have, you know, a periodic.
[AGENT][NEUTRAL] Oral evaluation and your cleanings typically will fall under the preventative expenses.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you have to have like bite wing X-rays or panoramic films.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Those things, um, or any basic expenses. There are certain types of X-rays that fall under that or a different type of exam. Those would be subject to your $50 calendar year deductible.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then the coverage is 80%.
[AGENT][NEUTRAL] Of the usable and customary charges and then your coverages for things like.
[AGENT][NEUTRAL] Anything that's major, endodontic, periodontic, prosthodontic, repair, expenses, or oral surgery.
[AGENT][NEUTRAL] Those all have a 12-month waiting period.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So those types of services you would not be eligible for until after the [PII].
[AGENT][NEUTRAL] And those are all subject to that same $50 calendar year deductible and then the coverage for them is 40%.
[CUSTOMER][NEUTRAL] So the insurance company pays 40% and we pay the rest.
[AGENT][NEUTRAL] Of those categories, yes ma'am, uh huh so what you would.
[CUSTOMER][NEUTRAL] So is that a, so like a filling like my husband, my husband was saying that he thinks it's filling came out, which has been in there a while from a previous and that's been in their years, but he thinks that that came out and that he's having tooth pain. So if they had to put another filling in, would that be covered under the insurance?
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's, yes, ma'am. It should be again, they would have to, the provider would really need to, um, because there are benefits for fillings.
[AGENT][NEUTRAL] And depending on exactly how extensive it was, you know, as to which category it falls under.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So what I would recommend is presenting the your
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Information, your policy number and our phone number to your dental provider, they will typically call us to verify that the person is covered.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And when the policy became effective and that it's still active and um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Request any benefit information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Specific to the service is going to be rendered.
[CUSTOMER][NEUTRAL] OK, so I just, I know you said it just depends on how it's written. So what would be, do you know like what the filling, like with the worst, like what do they pay on that or is that what would I have to pay like what percentage or what percentage about?
[AGENT][NEUTRAL] Correct, I mean.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Again
[CUSTOMER][NEUTRAL] You don't know.
[AGENT][NEUTRAL] No, I, I don't, and I wouldn't be able to, to know that without having a specific code from the provider.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it so I can just go to the website and set that up and then just um.
[AGENT][POSITIVE] Well, you're welcome.
[CUSTOMER][NEUTRAL] Um, print my cards off from there.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You can mhm and then you could expect us to receive your other ones in the mail. Um, it should be typically it's about 10 business days.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK alright I appreciate it thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else, Ms. [PII], I can help you with today?
[CUSTOMER][NEUTRAL] No thank you. You have a good day.
[AGENT][POSITIVE] Well, I hope you have a nice day too, and thank you very much for calling APL.
[CUSTOMER][NEUTRAL] Alright, so
[AGENT][NEUTRAL] Yes ma'am. Bye bye.