AccountId: 011433970860
ContactId: 0a1d6616-e370-445f-8a81-760811a9edd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550030 ms
Total Talk Time (AGENT): 211358 ms
Total Talk Time (CUSTOMER): 151344 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0a1d6616-e370-445f-8a81-760811a9edd1_20250604T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was calling to see about uh
[CUSTOMER][NEUTRAL] Like, uh, I have a question about my benefits calling like what is my deductible and so forth on my, uh.
[CUSTOMER][NEUTRAL] My, uh, policy.
[AGENT][POSITIVE] OK, I can help you with your benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Oh yes, my name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is um mhm.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Oh sure, um, miss that. Oh.
[CUSTOMER][NEUTRAL] Where's my what? Oh.
[CUSTOMER][NEUTRAL] OK, my policy number is
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh no, OK.
[CUSTOMER][NEUTRAL] Uh, the policy number is.
[CUSTOMER][NEUTRAL] 02614284
[AGENT][NEUTRAL] OK, let me look up your policy real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that you gave me to call you back on is that your cell phone?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, thank you very much for verifying your policy for me. Let me get your benefits pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that we can look at them together.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], what kind of questions did you have about your policy?
[CUSTOMER][NEUTRAL] Like, what is my deductible, like if I go to the uh doctor's copay, I mean my co-pay?
[CUSTOMER][NEUTRAL] If I go to a doctor or specialist.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Now, this policy number that you gave me is your dental policy.
[CUSTOMER][NEUTRAL] Oh, that's a dental insurance card?
[AGENT][NEUTRAL] Yes, ma'am. Let me see if you have a medical.
[CUSTOMER][NEUTRAL] OK, well, I ain't got no me. I just, I got so far I got a bed, but that's the dinner.
[AGENT][NEUTRAL] Yeah, that policy number you gave me is your dental policy. Is that the one you're wanting benefits on?
[CUSTOMER][NEUTRAL] I guess so cause that's, that's that's some calls I got. I thought it was oh yeah, I guess so since it's the one I got so far.
[AGENT][NEUTRAL] OK. All right. So let me um.
[AGENT][POSITIVE] get those benefits for you.
[AGENT][NEUTRAL] And you have, and this is just to verify your benefits, it's not a guarantee of payment. So you um have a calendar maximum of $750 per insured per year.
[AGENT][NEUTRAL] You have a deductible every year of $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And up to $150 for family.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do it say what I would, but all they cover like uh like uh cleaning, just cleaning, do it cover like root canal, so forth?
[AGENT][NEUTRAL] So that's, yes, ma'am. So it's
[AGENT][NEUTRAL] You have um preventative, basic and basic restorative. You do not have any major on your policy. You do get cleanings once every 6 months.
[CUSTOMER][NEUTRAL] OK, what's the story?
[AGENT][NEUTRAL] Restorative is like um.
[AGENT][NEUTRAL] Extractions, uh, fillings, resin fillings, foil, gold foil.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that, those kinds of things. Your, your basic is like um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Your X-rays, that's your preventative. Your basic is like um your fields.
[CUSTOMER][NEUTRAL] Oh yeah, I know, yeah.
[AGENT][NEUTRAL] All the films that need to be taken.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. I know that's part of the preventative. Oh OK.
[AGENT][NEUTRAL] Any minor procedure
[AGENT][NEUTRAL] Yeah, and the preventative is you get um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Your preventative is covered 100%.
[AGENT][NEUTRAL] Of the allowable amount.
[AGENT][NEUTRAL] Your basic expenses are covered 80%.
[AGENT][NEUTRAL] And your basic restorative expenses are 80%.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, um, can you, uh, where do I can, where, where do I go to find a list of doctors in my area?
[AGENT][NEUTRAL] I can give you a website to go to.
[AGENT][NEUTRAL] You just let me know when you're ready to take it down.
[CUSTOMER][NEUTRAL] OK, hold on, let me find them. I'll check.
[CUSTOMER][NEUTRAL] OK, that, OK, that's what I was trying to find a.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, um, I'm ready.
[AGENT][NEUTRAL] OK, you're gonna go to [PII].
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you get in there in the search bar at the top right-hand corner where the magnifying glass is, you're gonna type in provider.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you type in provider, it's gonna take you to another page and when you go to the new page, you're gonna click on provider resources.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then after you click on provider resources, you're going to put in your zip code and it'll bring up all the dentists in your area that take your plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, is it
[AGENT][NEUTRAL] Is there anything that I can else that I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, that it will.
[AGENT][POSITIVE] All right, well, you have a blessed night and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're very welcome. You take care. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too. Bye-bye.