AccountId: 011433970860
ContactId: f8359b34-6a78-470d-a7c8-b25267dd967f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569349 ms
Total Talk Time (AGENT): 286310 ms
Total Talk Time (CUSTOMER): 212984 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f8359b34-6a78-470d-a7c8-b25267dd967f_20250506T19:56_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] Yes, ma'am.
[CUSTOMER][NEGATIVE] But I just hang up on you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh, hello?
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] I am here, yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII], and my son is going to need to have his wisdom teeth removed.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] When I called IQForce like around [PII] this afternoon, they said that my benefits were active, but the lady that I spoke to just a few minutes ago said that my benefits were not active.
[CUSTOMER][NEUTRAL] So I'm kind of confused.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then if and when they are active, um, I was trying to get a ballpark of how much insurance would pay to have his wisdom teeth removed.
[AGENT][NEUTRAL] OK. So you called in and you've spoken to someone to verify if your benefits were active, is that correct? And you were told that they are not?
[CUSTOMER][NEUTRAL] I was told both when I called, when I called Accuforce, which is the temp agency that I work for.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] The Accuforce said that my benefits were active, but then when I called the, the BIC number, she said that they were not active.
[AGENT][NEUTRAL] OK, Ms. [PII], so I can check to see if APL currently shows an active policy with you, I mean for you rather, and if they do and if we do not currently have one, then I can get you connected with benefits and a card because that is the company that would have handled your enrollment information.
[AGENT][NEUTRAL] So first off, what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the, um, what is your full social, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and again let me just repeat the social to make sure I heard you correctly [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So currently at APL we do not have any policy issued under your social.
[AGENT][POSITIVE] Now, I will be happy to connect. When did you say your policy you thought was to go into effect?
[CUSTOMER][NEUTRAL] Um, I was told the first time that I got paid that it would be in effect which was on [PII] or [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whatever that Friday was.
[AGENT][NEUTRAL] OK, and then you did say that you are employed with Accuforce, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so yes ma'am so um benefits and a card is the company that would handle all enrollments for your employer and then they provide the different companies your information based on you know what you have enrolled for so I will be happy to connect you with one of their representatives.
[AGENT][NEUTRAL] Do you have their phone number? Because if not, I can give you that also and just in case something were to happen with our transfer you would have their number to call them directly.
[CUSTOMER][NEUTRAL] Um, I have the [PII] number. Is that the correct number? OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. That is, that is for, yes, ma'am. That is for benefits and a card.
[CUSTOMER][NEUTRAL] And that's who I called
[AGENT][NEUTRAL] And who did you speak to there?
[CUSTOMER][NEUTRAL] Yeah, that's why I called first.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I do not know she had a um
[CUSTOMER][NEUTRAL] Like Middle Eastern type of accent.
[AGENT][NEUTRAL] Oh, yeah, I'm sorry about that. I wouldn't know who that was. Um, and you said that she, the person you spoke with was with benefits and a card?
[CUSTOMER][NEUTRAL] Yes, and then she transferred me over to you.
[AGENT][NEUTRAL] OK. And what did she tell you again?
[CUSTOMER][NEUTRAL] She said that they were not active and that she didn't think that insurance would cover any of it because it was like an elective type procedure, I guess. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm not sure why she ended up transferring you to APL. I apologize about that if she said you did not have an active policy, but I will be happy to connect you back over there so that they can tell you if and when your, your policy should go into effect.
[AGENT][NEUTRAL] And I will let them know the reason for your call when I connect you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I will just try calling Accuforce in the morning and make sure that they
[CUSTOMER][NEUTRAL] Keyed everything in on their end so that maybe like the week after next that it will actually be show is covered.
[AGENT][NEUTRAL] Yes, well, I mean, you may want to check with it again, yes, benefits and a card, um.
[CUSTOMER][POSITIVE] Luckily his
[AGENT][NEUTRAL] You know would be ultimately also who you would need to talk to regarding any enrollment or deductions because they handle all of that.
[CUSTOMER][POSITIVE] Yeah, so hopefully, week after next, everything will be straightened out.
[CUSTOMER][POSITIVE] Luckily for me, his appointment is in June, so I have.
[AGENT][NEUTRAL] Uh a little time.
[CUSTOMER][NEUTRAL] A little bit of time to get everything.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Situated, but
[AGENT][NEUTRAL] Ma'am, not much. So, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'm sorry that you, there's um been some confusion and I apologize about you getting transferred around, but do you want me to not connect you with benefits on a card? Or do you, would you like for me to transfer you to them?
[CUSTOMER][NEUTRAL] No, cause
[CUSTOMER][NEUTRAL] No, it's fine. I'll call Akiorce back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then make sure that they have everything keyed in on their end so that when I call BIC everything should be set and done and then we should be just go from there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm hoping
[AGENT][POSITIVE] I'm hoping, fingers crossed.
[AGENT][NEUTRAL] Well, is there anything else at the moment, Ms. [PII], that I could help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, not that I can think of. Do you know if, if they do actually cover for wisdom teeth removal?
[AGENT][NEUTRAL] I can, um, again, and any information without you having a policy issued, I can't, you know, I can't provide very specific information. I can tell you that on the policies that we do offer for Beck, there is not any benefits for major services.
[AGENT][NEUTRAL] The policies do not cover wisdom teeth extraction, yes, would be.
[CUSTOMER][NEUTRAL] And that's considered a major service.
[AGENT][NEUTRAL] Typically considered under major.
[CUSTOMER][NEUTRAL] OK, so even if I do actually have coverage.
[AGENT][POSITIVE] Correct. It doesn't need.
[CUSTOMER][NEGATIVE] Um, insurance would not cover it.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Anyway,
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That pretty much answers that question because
[CUSTOMER][NEUTRAL] I was just trying to figure out how much they were actually going to pay and if they don't pay for major surgery, that means the amount would be a 0.
[AGENT][NEUTRAL] And he would be seeing an oral surgeon for this. Is that right, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. Yes, ma'am. These the policy does not cover, um, that would fall under major and there are not benefits on these plans for that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. It would just cover like regular teeth screening and cleaning.
[AGENT][NEUTRAL] Yes, these policies with APL they have benefits for basic and preventative services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well then.
[CUSTOMER][NEGATIVE] Not much of a point for me to call I force back to make sure because the end result is in terms of going to pay.
[CUSTOMER][NEUTRAL] It would just be making sure that I actually have insurance that I would need to call them.
[AGENT][NEUTRAL] Yes, and then they, these plans, you know, obviously for your cleanings and, and routine and fillings and such things as that. And again, things that fall under your preventative and basic, but major services are things like periodontics or endoonics, anything like that, these policies do not cover those types of services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well that pretty much answers that question, so, um, I appreciate you speaking with me and
[AGENT][NEUTRAL] OK. Oh, you're welcome. And is there anything else?
[CUSTOMER][NEUTRAL] Not that I hope to not talk with you again, but.
[AGENT][NEUTRAL] I understand now.
[CUSTOMER][NEUTRAL] Um, I think that's it.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, thank you again for calling APL and I do hope that you have a very nice rest of your day today.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well. Bye-bye.
[CUSTOMER][NEUTRAL] Mm