AccountId: 011433970860
ContactId: 3b2645f4-df6c-4e45-888d-c31f5d108ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268750 ms
Total Talk Time (AGENT): 131231 ms
Total Talk Time (CUSTOMER): 85208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/3b2645f4-df6c-4e45-888d-c31f5d108ed1_20250610T13:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing? I'm trying to get some information on my coverage.
[AGENT][NEUTRAL] OK, give me one quick moment, please.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have that information directly on me, no, you have, uh, you need my social?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, sir. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] [PII] and the email should be [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, let's see, and you want to know what coverage you have with our company?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I show you have a dental policy with us and a group term life plan.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is your dental cover?
[AGENT][NEUTRAL] Uh, basic preventative major services, and there's a limit of how much is covered as far as um frequencies for like cleanings or once every 6 months or bite when X-rays or um.
[AGENT][NEUTRAL] Any other services for dental.
[AGENT][NEUTRAL] And we do have an online service center where you can um set up an account to view your policies.
[CUSTOMER][NEUTRAL] OK, could you, uh, shoot a link to that to my email?
[AGENT][NEUTRAL] What, the online service center?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm actually got right now. I don't have the ability to type anything in.
[AGENT][NEUTRAL] OK, I can send that to you. Do you have a copy of your card?
[CUSTOMER][NEUTRAL] Um, I'd have, I'm pretty sure I got somewhere in my wallet, but again, I'm driving, I'd have to actually look for it.
[AGENT][NEUTRAL] 00, now, well, I want you to do that while driving.
[CUSTOMER][NEUTRAL] Right, right, right, now I was just trying to find out really what um like is there, is there a list of procedures that you guys cover or limitation that you guys cover?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, um.
[AGENT][NEUTRAL] In the email, I'm gonna also send you, it's something that we normally would send to providers. It's a fax back, um, it's called the fax back. What it lets them know is where to submit claims, frequencies, limitations, and the percentage that is covered for either preventative, basic or major.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what we'll be, we'll be classified on the major.
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Will be classified under the major.
[AGENT][NEUTRAL] Uh, major is crowns, bridges, partials, dentures, deep cleanings, uh, root canals, oral surgery. Those are considered major.
[CUSTOMER][NEUTRAL] OK, OK, and you have a list on there of what percentage do you guys cover?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, OK, alright, cool, cool, cool, can you shoot that to me if you can.
[AGENT][POSITIVE] Uh, yes, I'm gonna send it to you in a few moments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that'll be it.
[AGENT][POSITIVE] OK, well I thank you so much for calling APL and you have a great day and I'll also, uh, as far as the online service center, I'll put a help guide in there to assist you as far as how to, uh, set up, OK?
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] Oh, you're welcome. And thank you for calling APL. You have a great day. You too.
[CUSTOMER][POSITIVE] Alright thank you have a good one.
[CUSTOMER][NEUTRAL] Uh, you as well. Bye.
[AGENT][NEUTRAL] Bye.