AccountId: 011433970860
ContactId: 2a1108a5-3b3a-4cb9-b235-89ed9ee921ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285570 ms
Total Talk Time (AGENT): 139703 ms
Total Talk Time (CUSTOMER): 86559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2a1108a5-3b3a-4cb9-b235-89ed9ee921ee_20250610T17:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] And I'm trying to get some information as to what my plan covers. Um, I've been on the site and whatnot and I looked everything up and it's pulling up a PDF, but I can't read anything and then when I try to afford the PDF, it comes up in some gibberish that I can't understand. Is there any way I could actually like if somebody sent me the email earlier to get on there, but I can't see anything as to what my policy actually covers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you need your policy breakdown or you want to go over it over the phone or you want to do both?
[CUSTOMER][POSITIVE] Yeah, uh, we, yeah, we can do it over the phone that'll that'll really help.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you with your coverage. And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] is uh my contact number um let me see if I got the right. Does the policy number start with a C?
[AGENT][NEUTRAL] No, sir, um, it'll be a 01 or 02.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, can I give you my uh social security number if that helps.
[AGENT][NEUTRAL] Yes, that's fine. Mhm.
[CUSTOMER][NEUTRAL] Social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And this is for your dental policy?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][POSITIVE] Alright, I just found it. I'm waiting for it to come up now.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, 33073 mailing address is [PII] and email should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let me pull up your benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so per calendar year, you have $1500 to use towards your dental expenses. Um, there is a $50 deductible up to $150 per family.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the deductible doesn't apply to your preventative services, so like your cleanings and things like that, won't be charged a deductible. Um, your policy covers preventative, basic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and major.
[AGENT][NEUTRAL] Um, the major expenses like crowns, bridges, gums, uh, oral surgery, that all has a twelve-month waiting period, but your policy has already, um, satisfied that, so, so you don't have to worry about waiting for that anymore. And then, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it covers like your
[AGENT][NEUTRAL] Fill it, I mean, there's so many. What what are you trying to go for? I can see if it's on here, that'll probably be easier because because it covers basic major and preventative, that's literally like everything.
[CUSTOMER][NEUTRAL] Everything, OK, OK. Um, now when it comes to percentages, what it does, does the procedure depend on the percentages or the the pres, uh, percentages depend on the procedure?
[AGENT][NEUTRAL] So like preventative services are covered at 100%.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Your images like your full mouth X-rays, um, those along with your basics, so like your fillings, your, um, sealants, all of that is 80% and then anything considered major is um will pay 40%.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, well that's all I need to know right there.
[CUSTOMER][NEUTRAL] I don't need it all right.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, nope, that'll be it.
[AGENT][POSITIVE] Alright, Mr. [PII]. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Uh thank you you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.