AccountId: 011433970860
ContactId: 28b8ec26-89f4-4846-b021-9b958605cb0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203500 ms
Total Talk Time (AGENT): 89242 ms
Total Talk Time (CUSTOMER): 69980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/28b8ec26-89f4-4846-b021-9b958605cb0a_20250303T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to check on my, um,
[CUSTOMER][NEUTRAL] My middle, my dental um insurance.
[AGENT][NEUTRAL] OK, to like see if it's active or you have a claim you want to check on, active?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] To see the
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I can definitely help you with your um policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Man
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], the last name.
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 025807667
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] He's
[CUSTOMER][NEUTRAL] Email address?
[AGENT][NEUTRAL] Email, mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And I was asking, uh, well, um, OK, I, I, I have a dentist appointment on Thursday.
[CUSTOMER][NEUTRAL] I was, uh, I think, so what I'll do with cover like, so I do the X-ray and stuff like that covered?
[AGENT][NEUTRAL] Uh, let me take a look. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, I'm pulling up your benefits.
[AGENT][NEUTRAL] Um, so the policy covers preventative and basic, um, expenses, so like your cleanings, um, any evaluations that they need, um, any.
[AGENT][NEUTRAL] Full mouth X-rays and bite wings, um, those are all images. It covers, um, like fluoride, if you need spacers, fillings, um, if whatever dentist there you're going to or your child is going to, if you want to um give the dentist our phone number, we can verify the benefits with them and send over a copy of your, like a breakdown of your benefits in case they need to like do estimates or something.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright well thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye bye.