AccountId: 011433970860
ContactId: 40a6b731-2c76-4261-a29f-4b58ee011dec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521950 ms
Total Talk Time (AGENT): 276371 ms
Total Talk Time (CUSTOMER): 143722 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/40a6b731-2c76-4261-a29f-4b58ee011dec_20250402T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling, um, I had signed up for your insurance through my job.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I was, and I was trying to see what all my coverage was.
[AGENT][NEUTRAL] OK, I can help you with your coverage. Can I please get your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Saxton, S A N X T O N.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir, can I, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] It would be.
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh thank you, [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 02594813
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, Miss or Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII], I mean [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK, and then if we get disconnected, is that a good number to call you back on, sir? That's a good number?
[CUSTOMER][NEUTRAL] Yes, ma'am and yes ma'am. Oh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And one last verification, can you give me your email address, sir?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying your policy for me. So looking at your benefits, um, you have
[AGENT][NEUTRAL] A hospital indemnity plan, which is your medical.
[AGENT][NEUTRAL] You have a group accident plan. If you get in an accident, you can file on that accident plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a short-term disability, if you have an injury or a sickness that keeps you away from work, um, you can file that short-term disability.
[AGENT][NEUTRAL] You have critical illness, um, that's like major illness, life-threatening illnesses. If something happens to you, you can file on that.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You also have a life insurance policy, and then you also have a dental policy with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It's, it's my dental policy. That's the one I'm interested in.
[AGENT][NEUTRAL] Your dental policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You can use that, uh, I'm gonna give you.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] I'm gonna give you a website to go to so that you can um look for providers in your area.
[AGENT][NEUTRAL] Are you where you can write it down?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, if you go to [PII].
[AGENT][NEUTRAL] [PII] and that A is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] In the top right hand corner you can um in the search bar you would put the word provider.
[AGENT][NEUTRAL] And then you're gonna click on provider resources.
[AGENT][NEUTRAL] And once you're in provider resources, you can do search for provider by your zip code and it'll pull up all the dentists in your area that take your insurance.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK.
[AGENT][NEUTRAL] And let me look at your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I'm trying to see what all does it cover.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, let me look that up real quick so I can.
[AGENT][NEUTRAL] And this is just to your benefits. It's not a guarantee of payment. Your policy, the calendar year maximum you chose the low option, so the calendar year maximum $500.
[AGENT][NEUTRAL] You have a deductible every year of $50.
[AGENT][NEUTRAL] And it does not apply towards your preventative services because your preventative services like cleanings and that are one.
[AGENT][NEUTRAL] And covered.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, say that one more time your phone, my phone had went out.
[AGENT][NEUTRAL] OK, so on your cleanings, anything preventative is 100% covered?
[AGENT][NEUTRAL] On your plan and then any basic expenses basic uh anything that they have to do basic or rest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] means
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Your phone going out, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Those in a year.
[CUSTOMER][NEUTRAL] Ma'am, I, I didn't hear nothing. You just said your phone was going out.
[AGENT][POSITIVE] Oh goodness. OK. We'll start over again.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, you got the preventative is, is 100% of allowable.
[CUSTOMER][POSITIVE] I'm sorry about that.
[AGENT][NEUTRAL] Any basic expenses is 80%.
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][NEUTRAL] Uh, your cleanings, you get one every 6 months, so 2 times a year.
[AGENT][NEUTRAL] Uh, your oral evaluation, you get 2 of those a year.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you get bite wings uh once every year.
[AGENT][NEUTRAL] And your full mouth X-rays are once every 5 years.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so if I want to get an extratraction how it covers how much of it?
[AGENT][NEUTRAL] Extractions, let me see.
[AGENT][NEUTRAL] Let me look on this real quick. An extraction is considered basic, so it would cover 80%.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] So that uh so if I want to add anything to my policy.
[CUSTOMER][NEUTRAL] How do I go about doing that?
[AGENT][NEUTRAL] You would have to do that through your employer.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, OK.
[AGENT][NEUTRAL] And they usually do that at open enrollment.
[CUSTOMER][POSITIVE] Oh OK, I got you.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with before we go, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am, that was all I was wanting to know because like I, I'm thinking I might have to get one pulled Friday. I need to get one pulled.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I was trying to see how I was trying to see what my coverage and stuff like because I want, I wanna get some work done in the future.
[AGENT][NEUTRAL] Yes, sir. I understand.
[CUSTOMER][NEUTRAL] And I was trying to see what I had or what I'm at.
[AGENT][NEUTRAL] Right, and just let them know that if they want to call the same number you called, we can verify your benefits for them and even send them a fax with your benefits on it.
[CUSTOMER][NEUTRAL] OK. I sure appreciate. I had, I had already found uh uh uh uh office that except my insurance, so they should be, I gave you the information already, so they should be calling.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] OK, well, we'll be looking forward to their call and I hope everything works out for you Friday.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Anything else, [PII], I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK, well, you have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye, sir.
[CUSTOMER][NEUTRAL] Bye.