AccountId: 011433970860
ContactId: fec30d81-c5b8-4b7b-9a4a-47e61fc3c934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542780 ms
Total Talk Time (AGENT): 202556 ms
Total Talk Time (CUSTOMER): 202185 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/fec30d81-c5b8-4b7b-9a4a-47e61fc3c934_20250108T15:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, oh, what's your name again, ma'am?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And I've had dental insurance with you all for God forever. And I need a new card.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] I need a uh
[CUSTOMER][NEGATIVE] I'm, I'm sorry, ma'am, you're breaking up.
[AGENT][NEUTRAL] I apologize sir, um, Mr. [PII], I heard you say that you would like to have a new card, is that correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes sir um first can I get your call back number just in case our call is disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] I don't know. I, I, I, I don't have my card anymore.
[AGENT][NEUTRAL] OK, that's not a problem. We can look it up with your social security number. It'll pull the the policy in for us.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up your policy, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then I'll ask for you to verify your address, phone number.
[AGENT][NEUTRAL] An email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh it's [PII] and that is in [PII].
[CUSTOMER][NEUTRAL] [PII]. My phone number is [PII]. And what was the other thing you wanted?
[AGENT][NEUTRAL] Your email address please sir.
[CUSTOMER][NEUTRAL] OK, all, all this is lowercase. It's [PII], all one word.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] You'll end up with [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for, for me. I am going to get that card ordered for you, Mr. [PII], and I'm gonna have it sent to the address that you gave me, OK?
[CUSTOMER][NEUTRAL] Alright, well, how long is this gonna take, ma'am?
[AGENT][NEUTRAL] Uh, it should process overnight, should mail out tomorrow.
[CUSTOMER][NEUTRAL] OK, all right, good. Uh, how much coverage do I have for dental, for, uh, dentures?
[AGENT][NEUTRAL] OK, let me check your benefits for you, please, sir.
[CUSTOMER][POSITIVE] So thank you, ma'am. You are so helpful. I appreciate it.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] It's not a problem at all, sir. I'm here to help you anytime. I don't mind it. I love it.
[CUSTOMER][NEUTRAL] I also need a card, uh, I also need a card for my wife.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, I can order 2 cards for you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome, sir.
[AGENT][NEUTRAL] OK, I'm pulling in your.
[AGENT][NEUTRAL] Policy now.
[AGENT][NEUTRAL] Let me see what it says about dentures.
[AGENT][NEUTRAL] It's gonna take me just a second to read through it, sir.
[CUSTOMER][POSITIVE] No problem. No, no problem, ma'am. I understand. That stuff confuses me all the time.
[AGENT][NEUTRAL] Well, it's a big policy so there's a lot to read on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so do you already have dentures or are you going to be getting dentures? OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] No, I'm gonna have to just, uh, what happened was just to, just to let you know, I went in the hospital in February with a, some weird pneumonia case.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And they kept me there for 2 months.
[CUSTOMER][NEUTRAL] I don't even remember much of anything that happened.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] But I know when they released me.
[CUSTOMER][NEUTRAL] Almost all my teeth except for about 4 or 5 are gone.
[AGENT][NEUTRAL] Oh my. Oh my.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, I mean, I, I went in with a pretty much full mouth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I came out with like 445 teeth.
[AGENT][NEUTRAL] Oh, what did they say happened?
[CUSTOMER][NEUTRAL] That was it.
[CUSTOMER][NEUTRAL] Well, it was some of the medication that they gave me.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] I mean, it was, they, they.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Mm anyway go ahead.
[AGENT][NEUTRAL] So looking at this, it, it's all based on procedure code.
[AGENT][NEUTRAL] Um, depending on what, and this is just to verify your coverage, it's not a guarantee of payment, um, depending on what they, they do, it pays, um, a dollar amount depending on what is done. It looks like to me the biggest dollar amount that they pay.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Well, you've never had dentures, so that's not gonna be.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's $45.
[AGENT][NEUTRAL] And yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, that is, that is based on.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Depending on where in the, in the mouth it's done, the, the section of the mouth. Um.
[CUSTOMER][NEUTRAL] Uh, how about the whole mouth?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uppers and lowers.
[AGENT][NEUTRAL] So, if you have replaced missing or broken teeth, complete denture, each tooth pays $22.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know what all that means, but.
[AGENT][NEUTRAL] So on that, um, replacing a missing or broken tooth, complete denture, it'll pay $22 per tooth.
[CUSTOMER][POSITIVE] Well, that's better than nothing I guess. All right, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome, sir, and I'll get those cards out to you and your wife, OK?
[CUSTOMER][NEUTRAL] And, and
[CUSTOMER][POSITIVE] Yes, ma'am. And uh thank you very much for the help.
[AGENT][POSITIVE] You're so very welcome. Thank you for being a customer as long as you have been. We appreciate you, sir.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] All right. You take care and have a blessed day. Thanks for calling.
[CUSTOMER][POSITIVE] Y'all, y'all have a really good day.
[AGENT][POSITIVE] You too, sir. You have a blessed one. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Mhm