AccountId: 011433970860
ContactId: 270fa037-058d-406a-9679-6e2557dfe1f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410200 ms
Total Talk Time (AGENT): 142798 ms
Total Talk Time (CUSTOMER): 122017 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/270fa037-058d-406a-9679-6e2557dfe1f8_20250507T14:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing wonderful.
[CUSTOMER][NEUTRAL] Um, I just got a quick question. My name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] ID number 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have a policy certificate number?
[CUSTOMER][NEUTRAL] Where would I find that?
[AGENT][NEUTRAL] Do you have your card?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] It should be on the bottom left side.
[AGENT][NEUTRAL] On the front.
[CUSTOMER][NEUTRAL] Uh, oh.
[CUSTOMER][NEUTRAL] The two the group number 20727 that's right.
[AGENT][NEUTRAL] Uh, no, the policy certificate number.
[AGENT][NEUTRAL] Of
[CUSTOMER][NEUTRAL] I'm looking on the card to see if.
[CUSTOMER][NEUTRAL] Oh, I see, I see. I apologize.
[CUSTOMER][NEUTRAL] 02605918
[AGENT][NEUTRAL] OK. Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I just need a few other pieces of information. What's your address and email address?
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] My first name?
[CUSTOMER][NEUTRAL] [PII], uh, do you have a look, do you, do you see it in front of you?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My first and last name?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, it's just gonna be my first name [PII] my last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I want to ask, we have some dental places right there in [PII].
[CUSTOMER][NEUTRAL] I want to know if I was insured to go there.
[AGENT][NEUTRAL] Um, so you
[CUSTOMER][NEUTRAL] Or can you tell me
[AGENT][NEUTRAL] You can go to any dentist you like, just give them the card when you go. Uh, you don't have a network.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well if you think, I don't know.
[AGENT][NEUTRAL] Yeah, just pick one you like, um.
[CUSTOMER][NEUTRAL] I thought it was like
[CUSTOMER][NEUTRAL] I thought it was like healthcare.
[AGENT][NEUTRAL] No, no, uh, there's no network, so just give them that card when you go and then they can call us and we'll verify the coverage that you have.
[CUSTOMER][NEUTRAL] Um, what does it come with like?
[CUSTOMER][NEUTRAL] Being I do, what is it like um 1 cleaning per year, 2 cleanings per year, what?
[AGENT][NEUTRAL] Um, let me see, let me pull that up.
[AGENT][NEUTRAL] Do you want me to email you like an outline of everything that it covers?
[CUSTOMER][NEUTRAL] Cause I know
[CUSTOMER][NEUTRAL] Um, I guess so. You can do that. I mean, I wouldn't, I, I don't know if I understand it, but yeah.
[AGENT][NEUTRAL] Um, but yeah, I mean like you get um your preventative services which are like your cleanings, your exams, those pay 100%, um, you, and this is not a guarantee of payment, it's a basic outline of your policy, um, you have a maximum benefit payable per calendar year of 1500 and then there's, you know, like X-rays, basic expenses, um, major expenses.
[AGENT][NEUTRAL] So it just pays a certain percentage for those and then there's a $50 deductible um but I can send you an outline and it'll show it'll give a breakdown of what's paid um for those services if that helps.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] Well I mean like uh 100% what is that once or twice a year that we can get our teeth cleaned for free.
[AGENT][NEUTRAL] Um, that one is, let's see.
[CUSTOMER][NEUTRAL] I need to start putting my remote back to where it needs to be.
[AGENT][NEUTRAL] So your cleanings, you can get, let me pull that up.
[CUSTOMER][NEUTRAL] So they go.
[AGENT][NEUTRAL] Yeah, so you can get a cleaning once every 6 months.
[AGENT][NEUTRAL] And then exams are twice for 12 months. Those pay 100%.
[CUSTOMER][NEUTRAL] What's an exam.
[AGENT][NEUTRAL] Uh, they just look over your teeth and just inspect like your gums and make sure everything looks good.
[CUSTOMER][POSITIVE] Oh, OK, cool.
[CUSTOMER][NEUTRAL] So, um, like,
[CUSTOMER][NEUTRAL] Let me ask you this cause you wouldn't know. I mean, I don't know if you would know. What I don't know what it's called, but like.
[CUSTOMER][NEUTRAL] I know back when I played sports, I had it done. Um.
[CUSTOMER][NEUTRAL] I had a chip tooth and they um put like some kind of plaster on it to fill it. Oh well, oh, it'll be a filling.
[CUSTOMER][NEUTRAL] That's what it be called, right?
[AGENT][NEUTRAL] Uh, yeah, so it's, it's usually like a bonding or filling. Um, that one you would have to pay $50 1st, and then whatever is left over we'll pay 80% of.
[CUSTOMER][POSITIVE] Oh, OK. Cool.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Yeah, that sounds good to me.
[AGENT][NEUTRAL] OK. Is there any other questions I can help you with?
[CUSTOMER][NEUTRAL] Cause I, so I mean I need to.
[CUSTOMER][NEUTRAL] Yeah, so that mean I need to find me, find a dental place when I come in town, uh.
[CUSTOMER][NEUTRAL] Call him early.
[AGENT][NEUTRAL] Yeah, just give them that information on your card and we'll verify your coverage when they call us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Oh.
[CUSTOMER][POSITIVE] I thank you very much for helping me.
[AGENT][POSITIVE] OK, well, no problem, and I hope you have a great day and thank you for calling APL and I'll email you that um outline of your policy, OK?
[CUSTOMER][POSITIVE] Alright, uh thank you very much.
[AGENT][POSITIVE] OK, thank you. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] But