AccountId: 011433970860
ContactId: 196a1404-a8a3-4b91-8ef3-2bc85c528336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223399 ms
Total Talk Time (AGENT): 125754 ms
Total Talk Time (CUSTOMER): 77589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/196a1404-a8a3-4b91-8ef3-2bc85c528336_20250129T19:43_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, you, I'm basically just trying to take uh what all my um dental insurance cover.
[AGENT][NEUTRAL] Yes, we can go over your policy. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] 02586496
[AGENT][NEUTRAL] OK, thank you. And if I could verify your name, date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And my um mailing address [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And is there, is there a phone number? I also need to verify your phone number as well. We have that listed. It's just one of the things we have to check.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Great, thank you. OK, let's see what we've got here. Let me make sure I've got the right policy.
[AGENT][NEUTRAL] OK, um, so it looks like, uh, your policy began on the [PII] of this month. Um, your policy has $500 for calendar year as the maximum.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what it covers is uh basic dentistry such as two cleanings a year, um, the filming of your teeth, uh, they, they'll do an examination. They do that twice a year, um.
[AGENT][POSITIVE] That is covered if you needed to have fillings or a tooth extracted, it does that. Now, it, it doesn't cover anything like orthodontics or oral surgery, wisdom teeth, that sort of thing, uh, but it does cover, uh, uh, basically the, the wellness part of your, of your, uh, um, benefits. That is, it covers the two cleanings, the examination, and the filmings.
[AGENT][NEUTRAL] Uh, the film of your teeth, um, and also if you needed something like a fillings, and that's what the the policy covers.
[CUSTOMER][NEUTRAL] It doesn't cover like partials.
[AGENT][NEUTRAL] It doesn't cover dentures or um or partials, anything like that. So it's, it's really just more of you have um just like your basic wellness uh for uh just to make sure that your teeth are healthy, to keep them clean, that sort of thing. But if you're needing anything more extensive, that, that is not covered on this policy.
[CUSTOMER][NEUTRAL] OK, um, OK. I got, I got the policy through a job I was working with, um, I think I was paying, paying it by the week. How much, uh, will I need to get?
[CUSTOMER][NEUTRAL] Uh, keep my policy. I really, I, I don't, I don't work for the temp service anymore, but I wanna keep the dental policy with you guys. Like, how, however, I go about doing it.
[AGENT][NEUTRAL] Well, it's only, it's only offered through your employer, um, so if you're not with the employer anymore now they haven't told us that yet, but if you're not with that employer anymore, then, then that's, you know, that it's really just to your, your benefits to your employer. So it's not something that we offer uh for individuals. It's, it's just from, it's like workplace benefits, that's what it is.
[CUSTOMER][NEUTRAL] OK, I, I, because I am still with temper, that's probably why they they haven't, um, contacted you guys for it just was an assignment.
[CUSTOMER][NEUTRAL] Uh, and it, I, I, I, I'm still with the temp service, so I think I just as long as I pay the, as long as I pay the temp service, I still have the um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Dental insurance do you have?
[AGENT][POSITIVE] You should still have it, yes, yes, as long as you're active with them, then that should be, that shouldn't be a problem.
[CUSTOMER][POSITIVE] Alright, I appreciate it because I, I think I plan on using it tomorrow to get a teeth extracted. I just wanted to know what all it covered.
[AGENT][POSITIVE] Oh OK. I is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No ma'am, I appreciate you thank you.
[AGENT][NEUTRAL] OK, well, uh, [PII], thank you for contacting API.