AccountId: 011433970860
ContactId: 42348815-09e4-468e-81a9-bdbe6c13c9f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313760 ms
Total Talk Time (AGENT): 95478 ms
Total Talk Time (CUSTOMER): 116227 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/42348815-09e4-468e-81a9-bdbe6c13c9f4_20250305T18:10_UTC.wav
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[AGENT][NEUTRAL] Calling APR, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to get um verification of benefits for um dental coverage for my family.
[AGENT][POSITIVE] I'll be happy to assist with benefits today. Uh, may I have your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] A last name [PII].
[CUSTOMER][NEUTRAL] Yes ma'am [PII].
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Um, D followed by 43732711.
[AGENT][NEUTRAL] I believe that's your wellness policy number um do you have your social?
[CUSTOMER][NEUTRAL] No, it's under my husband. Do I need his social for that?
[AGENT][NEUTRAL] Um, if he's the primary, so he's the primary, what's his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I have it right here, um.
[CUSTOMER][NEUTRAL] Excuse me, [PII]. I apologize.
[AGENT][NEUTRAL] And if you can verify it's fine. um, if you can verify your date of birth and address, please.
[CUSTOMER][POSITIVE] Yes, ma'am, um, [PII], [PII].
[AGENT][NEUTRAL] OK, please be advised the verification of coverage is not a guarantee of payment, and you said you are calling uh for dental benefits?
[CUSTOMER][NEUTRAL] Yeah, um, this is our first time on this insurance, so I just want to make sure that we will be covered just for a standard like our kids are gonna go for their standard um cleaning and I guess X-rays and stuff and I just wanna make sure it's gonna be covered on the policy.
[AGENT][POSITIVE] Yes, that's covered at 100%.
[CUSTOMER][NEUTRAL] OK, um, and does, I know most of the times with dental, like a lot of the doctors are not in network. Do I need to check to make sure it's an in-network provider?
[AGENT][NEUTRAL] Um, with this coverage, you can, um, use any provider that you choose. Um, did you need a listing of in-network providers?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, are you able to email me that?
[AGENT][NEUTRAL] Or did you have it in, yeah, I can email that. Did you have, or did you have someone in line?
[CUSTOMER][NEUTRAL] Yeah, we, we already had.
[CUSTOMER][NEUTRAL] Yes ma'am, we already, they've already built.
[AGENT][NEUTRAL] Oh, if you already have one, if you're not looking.
[AGENT][NEUTRAL] Oh, OK. Yeah, if you already have one, OK, that's fine.
[CUSTOMER][NEUTRAL] I already have a provider that we go to, yeah, we already have a provider. I just wanted to make sure.
[AGENT][NEUTRAL] Oh, OK. Well, you can
[AGENT][NEUTRAL] OK, yeah, you can use any provider that you choose.
[CUSTOMER][NEUTRAL] OK, and it should be covered as long as it's like a standard.
[AGENT][NEUTRAL] Yeah, we cover it 100% for preventative.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Longer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For preventative, is it a way for y'all to send us like what the coverage will be for dental?
[AGENT][POSITIVE] Um, yes, you, your policy was effective.
[CUSTOMER][NEUTRAL] Like, say they had to do something other than preventing this.
[AGENT][NEUTRAL] Um, yeah, you should have gotten a policy in the mail, um.
[CUSTOMER][NEUTRAL] We got these two cards, but I kept asking my husband about like did they give you like a breakdown of benefits for like medical, dental and stuff, and he said he never got it. I did get an X like a benefit thing a long time ago before we got the cards, but it didn't have dental information in it.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Oh, it didn't have the dental. OK, one moment, let me request that.
[CUSTOMER][NEUTRAL] Like I had a representative, mhm.
[AGENT][NEUTRAL] Alright, I'm putting that request. You should receive that policy within the next 5 to 10 business days.
[CUSTOMER][NEUTRAL] Oh, it'll be a breakdown?
[AGENT][NEUTRAL] Right, of all of your, um, all of the things that are covered on the policy.
[CUSTOMER][NEUTRAL] OK, would that include Vision too because it looks like we have Vision under this policy, but it said it's through MetLife. Do I need to contact them separately?
[AGENT][NEUTRAL] Yeah, you would call Midlife.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.