AccountId: 011433970860
ContactId: ffa1ad85-6a64-45a7-83af-f925fff6d7c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505359 ms
Total Talk Time (AGENT): 123425 ms
Total Talk Time (CUSTOMER): 232961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ffa1ad85-6a64-45a7-83af-f925fff6d7c0_20250613T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] I was talking to somebody a minute ago and all of a sudden they disappeared on me.
[AGENT][POSITIVE] Oh, that sounds good.
[CUSTOMER][NEUTRAL] And I still had signal. I was, I don't know, maybe it was on your end. Look, a couple of days ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My dental office.
[CUSTOMER][NEUTRAL] My dental, my dentist, whatever office called y'all about trying to, uh.
[CUSTOMER][NEUTRAL] Trying to see about
[CUSTOMER][NEUTRAL] What you would pay on a crown.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For me, OK, my name is [PII].
[CUSTOMER][NEUTRAL] And uh anyways.
[CUSTOMER][NEUTRAL] Hey, you would, uh, my, my dentist offers explained to me that there's different kinds of 40% that y'all don't pay but 40%.
[CUSTOMER][NEUTRAL] You know, there's the 40% that they charge. I mean there's the amount they do 40% off what they charge and the amount of what you do 40% off what you think they should charge.
[CUSTOMER][NEUTRAL] OK, now.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, I looked around before I got this dentist a few years ago since I moved to [PII].
[CUSTOMER][NEUTRAL] You know, I looked around
[CUSTOMER][POSITIVE] And this dentist was, was reasonable compared to the rest of them. And also one of the few that actually had openings that could take me because they, there's a shortage of dentists up in this part of the country.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, um, more people near his dentist, big time. Anyways.
[CUSTOMER][NEUTRAL] The crown was going to be, I think, I don't know, $1500 or something like that or $1600.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Y'all only gonna pay $570 something dollars. I got to pay the other $900 and something.
[CUSTOMER][NEUTRAL] And I just think that's a little one-sided considering that uh.
[CUSTOMER][NEUTRAL] Considering that I have done business with y'all since [PII].
[CUSTOMER][POSITIVE] And, um, I've had very few usage of your dental, you know, your major dental. I mean, I've, I've used your cleanings and I've used your, uh, your, uh, X-rays once a year and then I've had a couple of fillings, but not very many fillings throughout the years. Um, I take really good care of my teeth. I'm 60 [PII] old and I have all my teeth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, you know, I take it, I really take care of my teeth. So I don't understand why the first time I have to really use you for anything major.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You want, you want to pay a little of it.
[AGENT][NEUTRAL] OK, um, what I can do is check your benefits and see what are your benefits paid, um.
[AGENT][NEUTRAL] Do you have the
[CUSTOMER][NEGATIVE] Well, I know what they are. It's 40%. It's 40%, I know. That isn't the question of you paying more than 40%. The question is, you're not paying 40% of what they're charging.
[CUSTOMER][NEGATIVE] You're paying 40% of what you think they should charge.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] May I have the policy number? Go ahead with the policy number.
[CUSTOMER][NEUTRAL] But go ahead, check them. Go ahead.
[CUSTOMER][NEUTRAL] I don't have a
[CUSTOMER][NEUTRAL] Yeah, let me see if I have it.
[CUSTOMER][NEUTRAL] I have a bunch of cards here and they want maybe the policy number on for sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Second
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The Spectrum is my my vision card.
[CUSTOMER][NEUTRAL] Uh, I don't think I have the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless this is it. Let me see. I like lens crafters. That's not it.
[AGENT][NEUTRAL] OK, um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I haven't got received a card from y'all in a while, so.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and the first letter you gave me was a [PII] or an F or what letters in the beginning?
[CUSTOMER][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the spelling of your first name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] Can you spell that a little bit slower. Can you spell the name again?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] I am so OK and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And for security, may I have your um date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My mailing address is different from my physical address. My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[CUSTOMER][NEUTRAL] My physical address is [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And my email, you said you want my email too. It's uh [PII] [PII].
[AGENT][NEUTRAL] Mhm. Go ahead.
[AGENT][POSITIVE] Perfect. Thank you. No. OK.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEGATIVE] Let me see if I got this correctly, but you're calling because uh you believe we're paying um too little.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Out of the 40% that we're trying to pay, OK, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Correct, uh, that you're paying, you're not, because, uh, I think that, I think the total bill is like $1600 or something dollars or $17 and you're paying 40%, but you're not paying 40% of that.
[CUSTOMER][NEUTRAL] You're paying, uh, 40% of whatever else it is because 40% of that, you know, 50% would be uh like, I don't know, 850.
[CUSTOMER][NEUTRAL] So you're paying less than that because you're only paying 5 something.
[AGENT][NEUTRAL] Uh yes, we pay a usual and customer rates. Those usual and customary rates are the rates that's supposed to be charged under that area.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me, um,
[AGENT][NEUTRAL] What I can do at this point is get um
[AGENT][NEUTRAL] Claims department or somebody in that department to explain to you how this works because um yeah we don't we can only tell you what we pay and how we pay um if the provider of service pay uh charge more than what is um that area um valued add that is what we covered um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure um what else I can tell you about the charges.