AccountId: 011433970860
ContactId: 05f6ba7e-67da-4ecf-b310-cf80e8fbb032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320029 ms
Total Talk Time (AGENT): 112094 ms
Total Talk Time (CUSTOMER): 119498 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/05f6ba7e-67da-4ecf-b310-cf80e8fbb032_20250210T21:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Um,
[CUSTOMER][NEUTRAL] I was uh wondering what all is covered under the dental insurance that I'm currently um enrolled in to see if it was worth enrolling in again.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with your benefits. Uh, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and a good callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me try to find that real quick.
[AGENT][NEUTRAL] OK. And if you don't have your policy number handy, um, I could look it up by your social or either your name and date of birth.
[CUSTOMER][NEUTRAL] Um, I think I might have it in an email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let's just do the um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Social, uh, it's
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Now, please verify your name again and date of birth.
[CUSTOMER][NEUTRAL] Um, my, uh, legal name is [PII].
[AGENT][NEUTRAL] And your date of birth. Mhm.
[CUSTOMER][NEUTRAL] And date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your um email address and your mailing address to make sure that we have the correct info on file.
[CUSTOMER][NEUTRAL] Email address is [PII].
[CUSTOMER][NEUTRAL] And mailing address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] And is there a particular um benefit that you wanna verify?
[CUSTOMER][NEUTRAL] Um, I kind of wanna know, uh, what benefits it all comes with. I didn't really check.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing.
[CUSTOMER][NEUTRAL] And I signed up for it.
[AGENT][NEUTRAL] I'm showing that we cover up to $500 per calendar year.
[AGENT][NEUTRAL] But there is a $50 deductible that needs to be met first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm showing for preventative expenses, we cover up to 100%.
[AGENT][NEUTRAL] And for radiographs and basic expensive and basic restorative expenses, we cover up to 80% and there's no waiting period.
[AGENT][NEUTRAL] Um, I'm showing for I'm showing for cleanings. Um, we cover one every 6 months.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for all evaluations, we cover up to 2 per 1-year period.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bite wing, you get 1 per year and full mouth X-rays, one every 5 years.
[CUSTOMER][NEUTRAL] What was the one right before X-ray X-rays?
[AGENT][NEUTRAL] It's the bite wing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's one, once a year. Let's see.
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] Get more detailed information about this one.
[AGENT][NEUTRAL] Oh, it's just the X-raying of the crowns, the upper and lower teeth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, um, thank you.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't think so. I think I have to call or uh dial a different extension on this number in order to um re-enroll.
[CUSTOMER][NEUTRAL] Uh, and benefits.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, right, yeah, OK, yeah.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Um, thank you so much. Uh, that's everything I needed. Have a nice day.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great rest of your day as well. Mm bye.
[CUSTOMER][NEUTRAL] Alright bye.