AccountId: 011433970860
ContactId: 271dfdfe-a933-4abb-bca7-12e1e4b9ef37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178740 ms
Total Talk Time (AGENT): 83976 ms
Total Talk Time (CUSTOMER): 69977 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/271dfdfe-a933-4abb-bca7-12e1e4b9ef37_20250227T14:48_UTC.wav
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[AGENT][POSITIVE] Thank you for having at BPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is [PII]. Um, I was calling in to see, um, is a way you can look up my coverage and see that I have a dental insurance with you guys.
[AGENT][NEUTRAL] OK, I can certainly do that. And what is your um social security number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And if I could verify your uh name and the date of birth, please?
[AGENT][NEUTRAL] And a phone number.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]. Oh, I'm sorry, [PII]. Date of birth is [PII], and you say phone number?
[AGENT][NEUTRAL] Uh yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. You do have a dental policy with us. It went into effect on [PII]. Um, now, do you, I guess you didn't receive a card. Do we need to send that to you or?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I got a card, let me tell you, it got like
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So on the card they got, I see it like medical, pharmacy, vision.
[CUSTOMER][NEUTRAL] And providers, but I, I didn't know if it had, do I, I mean, did they have to have dinner on them?
[AGENT][NEUTRAL] Uh, no, no, that's fine. Yeah, that, that's, that one card, um, covers everything. So what you, what you have, um, yeah.
[CUSTOMER][NEUTRAL] OK, and, and I had so, so who, who can I go to for my dental plan?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can go to anybody. Um, there's no there's no network with the policy. You have $500 per calendar year, and it covers the cleanings, uh, two cleanings a year. Uh it covers the examinations, the filming of your teeth, um, if you needed to have a tooth extracted, it covers that fillings. Um, now it doesn't cover anything like uh braces or um if you needed dentures, it doesn't cover that.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, but it does cover routine dental, uh, um, and you can go to any, uh, any provider that you want.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so any provider.
[AGENT][NEUTRAL] Yes, yeah, any provider at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I do wanna make sure cause I'm having like a toothache and they got my face full and I cannot take it.
[AGENT][POSITIVE] Oh, I'm, I'm sorry to hear that. Well, yeah, that, that certainly, you can go to any dentist that you want to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, well, I thank you so much.
[AGENT][POSITIVE] OK, Mr. [PII], thank you for contacting you have a good.