AccountId: 011433970860
ContactId: 3efbb254-98f8-4952-934b-1310258c9dd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577609 ms
Total Talk Time (AGENT): 189480 ms
Total Talk Time (CUSTOMER): 93199 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3efbb254-98f8-4952-934b-1310258c9dd6_20250507T16:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing, ma'am? Uh, I'm trying to see like, um, the benefits of my package and also I haven't received my insurance card yet.
[AGENT][NEUTRAL] OK. Do you, uh, I can look it up by your last name or your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the policy number for your plan?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Do you have the policy number uh that was given to you?
[CUSTOMER][NEUTRAL] I can't hear
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Sorry, my system's just being a little slow. Hold on one moment.
[CUSTOMER][POSITIVE] Take your time, baby. I'm driving.
[AGENT][NEUTRAL] What's your uh last name?
[CUSTOMER][NEUTRAL] You ain't gotta be in no rush doing that.
[CUSTOMER][NEUTRAL] Slaughter.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Still thinking. Sorry about that. Sorry, it's taking so long.
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] OK, when did the policy start, you know, it start [PII] or?
[CUSTOMER][NEUTRAL] So what ma'am?
[AGENT][NEUTRAL] Did the policy just start? Was it on [PII] or?
[CUSTOMER][NEUTRAL] No, it's, it, it just started.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] OK, and how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. OK, I found it. I'm so sorry. I don't know why the systems.
[AGENT][NEUTRAL] Running so slow. OK. And it's for your dental policy, is that right?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] For your dental services, is that what you're checking in?
[CUSTOMER][NEUTRAL] So what? I don't.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you verify your birth date?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Avenue B.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you want me to email you a copy of your cards?
[CUSTOMER][NEUTRAL] Yes ma'am, and can you send me one my wife's too?
[AGENT][POSITIVE] Yeah, the card will work for you and your spouse, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get those
[CUSTOMER][NEUTRAL] Is her name on the card as well?
[AGENT][NEUTRAL] Uh, I don't think so. Let me double check. I, it'll just, I think it just has your name, but she can give that to the dentist, and if they call us, we'll verify that she's covered as well.
[AGENT][NEUTRAL] Um, let me pull it up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So would I have 2 copies of the card?
[AGENT][NEUTRAL] Um, it'll be by email, so if you want to print off to that, you know, you can do that or.
[CUSTOMER][NEUTRAL] OK, uh, can you tell me what all this cover, what all my pilots are covering?
[AGENT][NEUTRAL] Uh, sure. Yeah, I get that pulled up.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] So, for your policy, um, you can go to any dentist you want, so you don't have to worry about going to a certain dentist, just find a dentist you want to see and then give them this card.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The max that we'll pay out is 1500 per year.
[AGENT][NEUTRAL] And then your cleanings and your exams pay 100%.
[AGENT][NEUTRAL] And then like X-rays, if you need like fillings that pays 80% after a $50 deductible.
[AGENT][NEUTRAL] And then if you need any like basic or uh major expenses, oral surgery, endodontics, periodontics, that pays 40%, but there is a 12-month waiting period, so you can't get those services for at least 12 months.
[CUSTOMER][NEUTRAL] What about the oil services or whatever.
[AGENT][NEUTRAL] Yeah, so major expenses like endedonics, like root canal, um, periodontics, um, any major services like crowns, you'd have to wait 12 months before you're eligible to get those services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there something specific you want to check on?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Over a year, just over a year from now, just say uh I had to have oral surgeon to be $5000 y'all pay $2500.
[AGENT][NEUTRAL] We pay 15.
[CUSTOMER][NEUTRAL] Well, no, 40% of it, right?
[AGENT][NEUTRAL] We pay 40% of it up to 1500.
[CUSTOMER][NEUTRAL] Oh OK, yes ma'am.
[CUSTOMER][POSITIVE] Alright, that's all I need thank you.
[AGENT][NEUTRAL] OK, I'll get those cards.
[CUSTOMER][NEUTRAL] Um, so you say you're gonna email.
[AGENT][NEUTRAL] Yeah, I'll get that sent your way um so look out for that and it does say employee and spouse coverage but it just has your name on it, so.
[CUSTOMER][NEUTRAL] Go ahead, you say
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sell a hard copy but you gonna email me on paper copy, right?
[AGENT][NEUTRAL] Yes, I'll email you a paper copy and then do you want me to put in a request to have one mailed to your home address?
[CUSTOMER][POSITIVE] Yes, ma'am, the hard copy, yes ma'am.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, perfect. I'll get that request put in so look out for that in probably about 3 to 4 working days and then I'll send this email here in about 5 minutes, OK?
[CUSTOMER][POSITIVE] Alright, yes ma'am. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] I want
[AGENT][POSITIVE] Thank you. Bye bye.