AccountId: 011433970860
ContactId: 29f6e4b9-0320-483c-b19a-aa3ea0fb28b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326619 ms
Total Talk Time (AGENT): 159707 ms
Total Talk Time (CUSTOMER): 72922 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/29f6e4b9-0320-483c-b19a-aa3ea0fb28b6_20250514T15:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I was wondering, I'm on my dad's insurance and I needed to know what all my dental insurance will cover now because it used to cover a cleaning and an X-ray, and I'm just wondering if it still does.
[AGENT][POSITIVE] OK, I can check benefits for you and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] What's the spelling of the last name of your dad?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, one moment, let me see if I can do a name search.
[AGENT][NEUTRAL] Do you know his address?
[CUSTOMER][NEUTRAL] It should be ours.
[CUSTOMER][NEUTRAL] So maybe [PII].
[AGENT][NEUTRAL] Um, my other address could be under there?
[CUSTOMER][NEUTRAL] Um, I'm not sure. It could be.
[CUSTOMER][NEUTRAL] Under one in [PII] or?
[CUSTOMER][NEUTRAL] One in [PII] and I don't know the one in [PII].
[AGENT][NEUTRAL] What about the one in [PII]? Do you know the address?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And um can you repeat your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so you just need benefits. Uh, let me go ahead and go over the benefits, one moment.
[AGENT][NEUTRAL] OK. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. So with this one, you do have benefits for um cleanings, regular cleanings, regular checkups, and bite wings. Those are covered 100% out of your maximum of 1500.
[AGENT][NEUTRAL] And then you have your um Fulma X-ray. The Fumma X-ray is 80% after the $50 deductible.
[AGENT][NEUTRAL] And then you have um regular like fillings, simple extraction, which those are gonna be 80% as well. And then you have your major service which is like for a deep cleaning, um, for any surgeries, any crowns, bridges, or any major service. So that's 40%.
[CUSTOMER][NEUTRAL] So I will have a cleaning and a checkup.
[CUSTOMER][NEUTRAL] That will cover them.
[AGENT][NEUTRAL] Yeah, the cleaning and checkup, again, if it's a regular cleaning or a regular checkup, that is part of your preventative. So that, those are covered 100% out of your maximum of 1500 per year.
[CUSTOMER][NEUTRAL] And then what does the 80% of the X-rays mean?
[AGENT][NEUTRAL] 80% it's based on what they charge, but we only cover 80% of that amount. You have a $50 deductible. So just an example, if um,
[AGENT][NEUTRAL] If they charge 150.
[AGENT][NEUTRAL] You have that $50 deductible, so you have that $100 that you need to pay, and then we pay 80% of that. So you're due for like $20 so it's gonna be basically you pay $60.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That's just an example, how it can go. I'm not sure how much they're gonna charge.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] You're welcome, but you are listed and you are active at the moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You, you're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, I don't think so.
[AGENT][NEUTRAL] OK. Well, thank you for calling ATL. Do you need the policy number so you can go ahead and give it to your dentist?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that's 775.
[AGENT][NEUTRAL] 583.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK. Well, thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.