AccountId: 011433970860
ContactId: 1a274c16-1671-4025-be41-6863944aa042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219529 ms
Total Talk Time (AGENT): 122516 ms
Total Talk Time (CUSTOMER): 68422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/1a274c16-1671-4025-be41-6863944aa042_20250303T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] in customer service. I have an insured on the line um with policy number 258.
[CUSTOMER][NEUTRAL] 0727
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's requesting um information about his benefit, benefit and how much it covers for um some services.
[AGENT][NEUTRAL] OK, so that's 02580727, is that right?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 02580727
[AGENT][NEUTRAL] OK, all right, thank you and um have you verified his information um [PII]? OK.
[CUSTOMER][NEUTRAL] Yes, everything is verified and the callback number is the same one from the one he's calling.
[AGENT][POSITIVE] OK, thank you so much I'm ready.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I was calling to get a little information on the dental, um, for my insurance.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, I can help you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah we're still a little new to insurance, so um, how, uh.
[CUSTOMER][NEUTRAL] How we're trying to get the kids in the dentist, um, to get cleaning.
[CUSTOMER][NEUTRAL] Well what's the coverage on the?
[AGENT][NEUTRAL] OK, um, please note verification of benefits provided does not guarantee payment, just simply says I can't guarantee payment over the phone without a claim in office to be processed. Um, now this is for per person you all have a $500 calendar year max with a $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now, it covers for routine cleaning that is covered at 100% of allowable.
[AGENT][NEUTRAL] Now, if they have to do any type of deep cleaning, that's something that is not covered because that is considered major services and no major services are covered at all on this policy.
[AGENT][NEGATIVE] And in addition to the deep cleaning, also not covered would be things such as root canals, crowns, bridges, dentures, partials.
[AGENT][NEUTRAL] Oral surgery or surgical extractions, those are also not covered as well as orthodontics.
[AGENT][NEUTRAL] None of those are covered, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I just cleans OK um.
[CUSTOMER][NEUTRAL] Are you able to look uh and see around my area if I have any like, uh, that are in network?
[AGENT][NEUTRAL] I can email you a list or provide you the number for Carrington and the website, but I'll be more than happy to email you a list of dentists who may participate in the Carrington. OK, again, they may participate. What is the email address just to make certain that we have the correct information, OK?
[CUSTOMER][POSITIVE] That'd be perfect if you can email me.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, first and last name. OK. And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, again, that's [PII] and your email address is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'll get that emailed over to you. Anything else I can help you with please, Mr. [PII]?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day and take care.
[CUSTOMER][POSITIVE] Thank you bye bye.