AccountId: 011433970860
ContactId: 429d9c51-413c-4a78-b19b-314cda3ccad3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291760 ms
Total Talk Time (AGENT): 117416 ms
Total Talk Time (CUSTOMER): 113215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/429d9c51-413c-4a78-b19b-314cda3ccad3_20250403T13:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, Ms. [PII]. Um, my name is [PII], and I was calling to verify my coverage, um.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I haven't, I haven't used this insurance, uh, yet, but I'm probably gonna go get my teeth cleaned, uh, the next time I go home.
[AGENT][NEUTRAL] OK. Do you have a phone number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02589590.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and you were just needing the benefits on this policy?
[CUSTOMER][NEUTRAL] Say that again. I'm sorry.
[AGENT][NEUTRAL] And you were just needing the benefits on this policy?
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[AGENT][NEUTRAL] OK, I can give those to you. Your effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over?
[CUSTOMER][NEGATIVE] Yeah, we ain't going nowhere.
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a $1500 calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $50 deductible on everything except for your preventative work.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Preventative is paid at 100% of the usual and customary rate.
[AGENT][NEUTRAL] Basic services like your fillings, simple extractions is paid at 80%.
[AGENT][NEUTRAL] And any major work?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] is paid at 40%.
[AGENT][NEUTRAL] And all major work does have a 12 month waiting period. If you have to have any major work done right now, so it has a 12 month wait, it will, it will not be up to 31 of 26.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you can have cleanings, X-rays, fillings, and simple extractions.
[CUSTOMER][NEUTRAL] Got you, OK.
[CUSTOMER][NEUTRAL] Alright, well that sounds good. Uh, OK, at the beginning you said from about 1500. I'm insured for only 1500 bucks in one year?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And that's, that's considering any dental work, uh, don't go over 1500 bucks.
[AGENT][NEUTRAL] Right, we only pay up to 1500 in one calendar year.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK. Uh, another thing, um,
[CUSTOMER][NEUTRAL] I'm not sure when I signed up for this insurance, it was, you know, cause it's paid through my job. I, I know I did dental and vision. Do you guys cover the vision part also?
[AGENT][NEUTRAL] No, sir, we do not cover vision here. It's probably through another company. I would ask my, ask your employer who your vision is through.
[CUSTOMER][NEUTRAL] So you just do this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you, got you, because I was looking at my wallet. I ain't even got the vision card. That's why I'm like, wait a minute.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Maybe you haven't came yet.
[CUSTOMER][POSITIVE] Could have been OK. OK then, well, I appreciate your time and your patience and you answered everything I needed.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good day. If you have any more questions, give us a call back.
[CUSTOMER][POSITIVE] All right will do thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.