AccountId: 011433970860
ContactId: 343da46b-7d5a-4a98-b5e7-6373891fb689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416790 ms
Total Talk Time (AGENT): 157036 ms
Total Talk Time (CUSTOMER): 83179 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/343da46b-7d5a-4a98-b5e7-6373891fb689_20250611T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to, uh, verify some benefits.
[AGENT][POSITIVE] I can verify benefits for you. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] 0263.
[CUSTOMER][NEUTRAL] 5292.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you're wanting to know some of your benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] All right, one moment while I pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, it looks like this is, um, this covers uh basic expenses, non-major.
[AGENT][NEUTRAL] Uh, expensive and non-major restorative, so, um, it looks like you get preventative services, radiographs and FMX services are available, and then the basic and basic restoratives.
[AGENT][NEUTRAL] Was there anything in particular that you were needing to know if you have coverage on?
[CUSTOMER][NEUTRAL] Yeah, the, the dental.
[CUSTOMER][NEUTRAL] But I was talking about.
[AGENT][NEUTRAL] Yes, were you wanting to know about how many cleanings you were allowed or um were you trying to find a provider?
[CUSTOMER][NEUTRAL] Oh, so basically I was gonna go get a cleaning.
[CUSTOMER][NEUTRAL] But um they keep I guess they call you guys kind of verify you guys tell them I don't have it.
[AGENT][NEUTRAL] You said that you don't have coverage? Let me look.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, like you basically, I guess they call you and you tell them that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I only have me like medical, that's it. I don't have a dental.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was trying to go in and I want to verify.
[CUSTOMER][NEUTRAL] My insurance before I go in.
[AGENT][NEUTRAL] I'm not showing that anyone has called on your behalf.
[AGENT][NEUTRAL] Um, let me see real quick.
[CUSTOMER][NEUTRAL] Yeah, I just call them up.
[CUSTOMER][NEUTRAL] They've been calling throughout the day.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see. I'm showing that you have.
[AGENT][NEUTRAL] Dental insurance through us and it, but I'm not showing that if a provider calls to ask for your benefits or ask about your policy, um, we note that and I'm not seeing any notes for this, so.
[CUSTOMER][NEUTRAL] they, they're probably calling some other place, um, I'm gonna give them this number to call.
[AGENT][POSITIVE] Yes, you'll give him this number to call and we can.
[CUSTOMER][NEUTRAL] Um, they're probably calling somewhere else.
[AGENT][NEGATIVE] Yeah, because they're not they're not calling us um we don't have anything on file saying that anyone's called to check your benefits.
[CUSTOMER][NEUTRAL] OK, um, so the, with the dental, what, what does it cover cleaning?
[AGENT][NEUTRAL] Yes, it does cover cleanings. You're allotted, um, a cleaning once every 6 months.
[CUSTOMER][NEUTRAL] OK. Is it like a type of cleaning or is it like a certain cleaning or is it just what they recommend or?
[AGENT][NEUTRAL] Um, so there's a, it depends on how they code it, but there is just an adult cleaning and then there's a fluoride with
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Fluoride in it, um, and that's covered. Um, but there's no other specific cleanings. There's just no major, um,
[AGENT][NEUTRAL] Expenses allotted on here. So you do get basic uh expenses such as a cleaning, an oral evaluation, full mouth X-rays and panoramics. You are allotted those um.
[AGENT][NEUTRAL] Certain extractions.
[CUSTOMER][NEUTRAL] OK, well, I'll, I'll call them.
[AGENT][NEUTRAL] Yeah, you are, you are a part of those, yeah, we're not seeing anyone. Yeah, and sometimes they, they think American Public Life sometimes is life insurance, so if you just give them your policy number, um, or give them a copy of your card and let them know your policy number, they will typically um call us and verify eligibility, um, but they're not calling us because I don't have anything on file showing that anyone's called on your behalf.
[CUSTOMER][NEUTRAL] OK, well, let me give him a call. I'll try.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.