AccountId: 011433970860
ContactId: 4a6c547f-8885-4aea-a9bd-920b488fb589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446959 ms
Total Talk Time (AGENT): 256322 ms
Total Talk Time (CUSTOMER): 130147 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4a6c547f-8885-4aea-a9bd-920b488fb589_20250213T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have your insurance through my work here and I was just, I never received any cards or anything and I just wasn't sure how I use the insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Well, I can definitely help you with your policies and um your documents. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], which I'll spell it for [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] And uh I'll give you my cell phone number but it's uh [PII].
[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] And I have a policy number here also.
[AGENT][NEUTRAL] I'm sorry. OK, and what's that policy number?
[CUSTOMER][NEUTRAL] It's 16454.
[AGENT][NEUTRAL] I think that might be your group. Hold on one moment, but I can still get to you from there.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] So are you well you have a
[AGENT][NEUTRAL] Well, let me verify you first and then I'll tell you what I see. Um, Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, home address is [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, hold on one moment. I see an error in your email.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] And then let me see.
[AGENT][NEUTRAL] What type of policies? OK, so you have a dental policy and a short-term disability policy with us. Your dental policy.
[AGENT][NEUTRAL] Let me see if your group is selected for online.
[AGENT][NEUTRAL] Yeah, it's supposed to be printed. So you haven't received any of the cards, I can send a request for it to be sent to you, um.
[CUSTOMER][MIXED] Yeah, I like the binder, the large envelope with like the policy information and stuff, but I've never received uh the cards to use it though.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I will go ahead and put a request in to have ID cards mailed to you. Did you want me to email you like a digital copy so you'll have that in the meantime?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You could, I guess. I don't know that I'll really need it, but if if it's not a trouble, then yeah, that'd be fine.
[AGENT][NEUTRAL] OK. Well, I'll go ahead and send it to you um via email as well, and I'm definitely sorry you haven't received the card yet.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hold on one moment. I just want to make sure it's available. OK, yeah, it's here. So I'll go ahead and send it to you. And um was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Well, just when I get the cards, I just present that to the dentist or whatever that I would go to, or, or how does that work?
[AGENT][NEUTRAL] So, let me see what type of policy you have.
[AGENT][NEUTRAL] Just to see if there's like a network or anything, but I don't believe so. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So, um, this policy doesn't have like a network of like a list of in-network providers. You can take this policy um anywhere and we will be able to process the claims. Um, you have $1500 to use per covered insured per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Toward your expenses, um, there's a $50 deductible up to $150 per family.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Your policy covers um preventative expenses, so that's like um your fluoride, sealants, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Your cleanings, all of that um evaluation, that's all under um preventative. That's covered at 100%. Uh you have radiographs, which are your uh full mouth X-rays and like basic expenses, um, fillings, um, let me see what, what's another example of a basic, um.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Expense.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, there's some simple extractions that are considered under basic, um, that all would be covered under, um,
[AGENT][NEUTRAL] That all will be covered at 80% and then you have major expenses, um, which is like your oral surgery and like um gum care, that's all covered at 40%, but there is a 12-month waiting period, so you won't be able to use your major expenses until [PII].
[CUSTOMER][NEUTRAL] Well, I should be able to use it for myself, but the family members, because I've had this insurance for a few years and I've never used it, so.
[CUSTOMER][NEUTRAL] Person
[AGENT][NEUTRAL] Oh, wait, hold on one moment.
[CUSTOMER][POSITIVE] You're really gonna be able to better treasure because I, I.
[CUSTOMER][NEUTRAL] out.
[AGENT][NEUTRAL] Right, for, for your family members, the um, the waiting period wouldn't apply for you, correct, because you've had it since [PII].
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] Right, that's what I thought. OK.
[CUSTOMER][NEUTRAL] Alright, well that I have all the information and explains all the uh coverages and that stuff so I I just was basically about the cards and how to use it so.
[CUSTOMER][POSITIVE] You've pretty much covered my questions that I had.
[AGENT][NEUTRAL] Yes, so you'll just present that card when you go to the dentist and um you can actually, we encourage you to give them our phone number as well um so that they can call us and verify benefits and we can send them over like a copy of your coverage estimates or something needs to be made. Um, so yeah, we, we, I would say give them the card and then, well, the numbers on the card and just have them call us for verifying of the benefits if they need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how long do you think it'll take for the cards to show up to be mailed?
[AGENT][NEUTRAL] Well, uh, usually we say it, give it at least a week, but it's hard to say with, with the mail these days, um, but we say at least a week.
[CUSTOMER][NEUTRAL] Right, well, you.
[CUSTOMER][NEUTRAL] Yeah, you're gonna email that one to me so if I have to get in because I have my son, he, he needs to get seen by a dentist so.
[AGENT][POSITIVE] OK, yes. I'm emailing you the cards and it'll go to the email address on file here. Um, you should receive it in about maybe 5 minutes. I'm just getting everything together to send to you now.
[CUSTOMER][POSITIVE] OK, I thank you very much and I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, you've covered everything.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.