AccountId: 011433970860
ContactId: f657822d-0b3a-49b7-8f41-cbec139e36f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386679 ms
Total Talk Time (AGENT): 126039 ms
Total Talk Time (CUSTOMER): 158518 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f657822d-0b3a-49b7-8f41-cbec139e36f7_20250124T17:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and it's under my husband's name.
[CUSTOMER][NEUTRAL] Um, do you need a policy number to help me out?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, just a second.
[AGENT][NEUTRAL] And a phone number that I, if we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII]. Excuse me.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right. OK.
[CUSTOMER][NEUTRAL] scrolling through the book and it's like.
[CUSTOMER][NEUTRAL] Must have wrong let that page you go.
[AGENT][NEUTRAL] I can look it up by his social if you have that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] And you're calling on your dental policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] Uh, mine's [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII], and
[CUSTOMER][NEUTRAL] My husband
[AGENT][NEUTRAL] You had questions on the policy? No, ma'am, just yours.
[CUSTOMER][NEUTRAL] Do you need my help?
[CUSTOMER][NEUTRAL] Um, yeah, um.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] All right, so I'm trying to understand what's covered and what's not, and yesterday I had an appointment.
[CUSTOMER][NEUTRAL] To like, uh, what's it called an endo.
[CUSTOMER][NEUTRAL] Inadonnais inadonnas, something like that.
[AGENT][NEUTRAL] Intoonics.
[CUSTOMER][NEUTRAL] Yes, yes, that's it.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] Um, they ended up charging us almost $300 for copay.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Because they didn't take my information for this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I'm thinking I have to file a claim then?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, your effective date was [PII].
[AGENT][NEUTRAL] So anything major work that they've done is going to have a 12-month waiting period, so it probably will not be covered unless there's, you know, exams and X-rays are covered, but if they did any type of major work, then it's a 12-month waiting period.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] They didn't
[CUSTOMER][NEUTRAL] No, they just did two different kinds of X-rays.
[AGENT][NEUTRAL] X-rays, then yes, ma'am, you would need to file a claim with us.
[CUSTOMER][NEUTRAL] OK, how do I do that?
[AGENT][NEUTRAL] We need something that has the procedure codes and the charges on it and um you can upload it on our online service center, you can mail it or you can fax it.
[CUSTOMER][NEUTRAL] OK, so procedure.
[CUSTOMER][NEUTRAL] You said procedure code?
[AGENT][NEUTRAL] And charges, yes, ma'am.
[CUSTOMER][NEUTRAL] And the charges, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][POSITIVE] Yeah, I'd like to email it, the faster the better.
[AGENT][NEUTRAL] OK, we don't accept the email. Our email is not secure enough, so you can um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Sign up for our own, yeah, mail it, fax it or upload it on our online service center.
[CUSTOMER][NEUTRAL] You said mail it?
[CUSTOMER][NEUTRAL] OK, I can do the upload.
[AGENT][NEUTRAL] Yes, ma'am, um.
[AGENT][POSITIVE] It is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Secured
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that would be secured. [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you can get copies of cards off of there, look at your claim status, you can get copies of limination of benefits as well.
[CUSTOMER][POSITIVE] Nice. OK.
[CUSTOMER][NEUTRAL] So right there's where I need to go because I was wondering about cards. Now is that something that we print off? I mean, you know, it's oh.
[AGENT][POSITIVE] Yes ma'am. You can print it off.
[CUSTOMER][NEUTRAL] OK, so it'll be just paper, so if I wanna be able to carry it with me, I need to laminate it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so, um, so I need to wait a year, the, um, to have it covered for.
[AGENT][NEUTRAL] Major work only.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you can have, you can have um fillings.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] I got
[AGENT][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, I get, can you hold for one second? Just give me one sec.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I got another call on the other line, um, maybe, maybe I could give you a call back so we can go into more detail.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you I appreciate it.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.