AccountId: 011433970860
ContactId: 0629253f-7e7a-4a68-bed5-9c54506bb933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394790 ms
Total Talk Time (AGENT): 166508 ms
Total Talk Time (CUSTOMER): 59206 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/0629253f-7e7a-4a68-bed5-9c54506bb933_20250423T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, so I was trying to figure out how much you guys, um.
[CUSTOMER][POSITIVE] Cover exactly for dental.
[AGENT][NEUTRAL] OK, is this for yourself? Are you checking on your own policy, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your name and your callback number just in case our call.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, [PII] and then [PII].
[AGENT][NEUTRAL] OK. And [PII], uh, we're gonna give you benefit, um, status for your policy. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 02615117
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and [PII], for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the email is [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] And then uh the cell phone number that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate you verifying your policy for me. Alright, let's look at benefits quick.
[AGENT][NEUTRAL] It's gonna give me just a minute while I pull it up.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Um, I'm trying to get your, um, benefits pulled out, so it's gonna be just a little bit low.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is just to verify your benefits. It's not a guaranteed payment. Uh, you have, uh, a maximum per year of $500 per person on your policy.
[AGENT][NEUTRAL] You have a calendar year deductible of $50 per covered person up to $150 per family.
[AGENT][NEUTRAL] Uh, your, your policy covers preventative and basic expenses. It does not cover major medical or major, um, dental benefits.
[AGENT][NEUTRAL] You have, um, your preventative expenses cover 100% of the allowable amount.
[AGENT][NEUTRAL] If you get X-rays, it covers 80% of the allowable amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You get cleaning every 6 months.
[AGENT][NEUTRAL] And oral evaluations 2 for 12 month period.
[AGENT][NEUTRAL] You get a set of bite wings once every 12 months and the full mouth X-rays panoramics, you get once every 5 years.
[CUSTOMER][NEUTRAL] OK, you said the copay is about 50 to 150?
[AGENT][NEUTRAL] Right, the deductible is $50 per covered insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Up to 150 for family. So after 3 people have paid their deductible, then you're set for the rest of the year. Each person
[AGENT][NEUTRAL] Like on your policy I noticed that it's you and your you got.
[AGENT][POSITIVE] Benefits for you and your.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That covers like she would have a $50 deductible and you would have a $50 deductible.
[CUSTOMER][NEUTRAL] OK, so you want to pay it 3 times and that would be fine.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But on, on this policy, each of you for you because there's only 2 people in your family, it would only be $100 a year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, that should be it.
[AGENT][POSITIVE] OK, alright, well, I'm glad I was able to help you. I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling ATL.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.