AccountId: 011433970860
ContactId: 435daa7e-a89a-45c5-9312-83cee777cc62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246380 ms
Total Talk Time (AGENT): 105470 ms
Total Talk Time (CUSTOMER): 111656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/435daa7e-a89a-45c5-9312-83cee777cc62_20250416T20:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. Uh, my name is [PII]. I'm calling from a dental provider office.
[CUSTOMER][NEUTRAL] Uh, we have, um,
[CUSTOMER][NEUTRAL] A policy holder here with us and we would like to know if we are in network with with this plan.
[CUSTOMER][NEUTRAL] She said that this is a a medical plan, but she said that has dental covers, so we want to make sure.
[AGENT][NEUTRAL] And your dentist's office or medical?
[CUSTOMER][NEUTRAL] It's a dentist, the dental office, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can definitely check the benefits for you, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] Certificate number is 02609462.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, [PII]. I can spell that for you, so.
[AGENT][NEUTRAL] Oh, no, it's OK. Um, can you provide her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, date of birth? [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this is her Medlink supplemental gap insurance policy. So there's no dental coverage on this policy. It's only for her medical expenses and it's a secondary policy.
[CUSTOMER][NEUTRAL] OK, I will put I will put you on a speaker. She's right here. Could you repeat that for her? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah, she can hear.
[AGENT][NEUTRAL] OK, so this policy is a Medlink supplemental gap insurance policy. It's for medical only. Um, you may have dental, but it's not with APL. There this is the only policy you have with us.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hold on, and do I have this for my job, or is this was this sent to is this through a job is it?
[AGENT][NEUTRAL] Yes, this is through.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Archimedan Academy. I do not know if I said that right, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, you did, you did. OK. Can you identify where the coverage for dental is on your system?
[AGENT][NEUTRAL] No, you'll have to reach out to your HR department, um.
[AGENT][NEUTRAL] They'll be able to give you your elections, but we only have what we provide.
[CUSTOMER][NEUTRAL] And you're saying that this is just for gap insurance. It's not the main coverage, so you don't provide dental insurance.
[AGENT][NEUTRAL] Correct. This is your secondary policy to your AMed insurance. So whenever you give your AMed card, give this card so that they'll bill us directly next.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][POSITIVE] I, yeah, that's what I was trying to, alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Anet is the main insurance, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yeah, having it.
[CUSTOMER][NEUTRAL] Yeah, right, so are you? Do you use? Yeah, but that's as well, so no ed is, are you saying Ahmed is only medical? Is it not also dental?
[CUSTOMER][NEUTRAL] Uh, which, which, uh, dental insurance work with acne?
[CUSTOMER][NEUTRAL] In this case,
[AGENT][NEUTRAL] You, you all will have to reach out to her HR department. AMed though, I mean, it could have dental like Blue Cross Blue Shield sometimes has the major insurance does sometimes offer dental as well, so it could possibly have dental. I just don't have access to it to confirm.
[CUSTOMER][NEUTRAL] Do you have that information?
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.