AccountId: 011433970860
ContactId: 4c97e31c-6946-4b8f-9b6a-20c8bd1e0151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554419 ms
Total Talk Time (AGENT): 174133 ms
Total Talk Time (CUSTOMER): 152221 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4c97e31c-6946-4b8f-9b6a-20c8bd1e0151_20250414T13:03_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I have an insured on the line that wants to speak to someone about his dental benefits. Um, am I, are we supposed to transfer them to the care team?
[AGENT][NEUTRAL] Yes, what, what product is it?
[CUSTOMER][NEUTRAL] Or, OK.
[CUSTOMER][NEUTRAL] Um, it said, uh, let me get dental, yes. OK, good. Um, the policy, like, I, it's like, where do you send this?
[AGENT][NEUTRAL] Oh, you said dental. Yeah, we'll take it.
[CUSTOMER][NEUTRAL] The policy number is 2603732.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I do have his callback number?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII]. 0, I thought he said [PII].
[AGENT][POSITIVE] OK, and congratulations on your new business. 0, [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you. Yes, that's right. Yes, yes.
[AGENT][NEUTRAL] OK. All right, got it.
[CUSTOMER][POSITIVE] But thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You can send her through.
[CUSTOMER][POSITIVE] OK, and he's been fully verified and he called um for a provider in his area and I'm getting a list to him so and then he want benefits.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Very good. OK, thank you.
[CUSTOMER][POSITIVE] All right. Thank you. Here he comes.
[AGENT][NEUTRAL] Uh bye bye.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. Um, I'm gonna further assist you with, uh, your benefits under your policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And then the young lady that you were speaking with is did she give you a list of providers? I believe she did.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or she's she's working on that if you've not received it.
[CUSTOMER][NEUTRAL] Yeah, she probably eat that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, under your policy you have a calendar year maximum.
[AGENT][NEUTRAL] Of $750 per covered person.
[AGENT][NEUTRAL] And then there's a $50 calendar year deductible.
[AGENT][NEUTRAL] Now the deductible would need to be satisfied for preventive service, I mean for basic services. Your preventive services are reimbursed at 100%.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What that mean? So.
[AGENT][NEUTRAL] Your preventive services are like your cleanings and your X-rays, exams.
[CUSTOMER][NEGATIVE] I don't get
[AGENT][NEUTRAL] And then your basic services is pretty much just fillings.
[AGENT][NEUTRAL] And there is uh one extraction code that's covered under your policy. Major services are not covered under this plan.
[CUSTOMER][NEUTRAL] So, so I, so I do um that distraction covered.
[AGENT][NEUTRAL] There's one extraction code that's covered under your policy, so it's gonna depend on what code your provider, the dental provider uses.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the D 7140 is the only one that's covered.
[AGENT][NEUTRAL] You wanna write that down or they can call us to verify or they can call us to verify your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So, the cleaning, so I don't have to pay for cleaning?
[AGENT][POSITIVE] Yeah, those are covered at 100%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um, so,
[CUSTOMER][NEUTRAL] Just waiting on the uh list of the providers now.
[AGENT][NEUTRAL] OK, she's working on it.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] So you should be receiving that list shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Yeah, that's all I needed.
[AGENT][NEUTRAL] And give me one moment. OK, I was gonna try to see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Sit tight for just a second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, verify. I know she verified your information, but could you go ahead and verify your email address for me again please?
[CUSTOMER][NEUTRAL] It's the word name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] NAME [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I am going to send you.
[AGENT][NEUTRAL] About 5, you can go online on our website at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And about mid page um there is a provider search uh bar.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And you can enter your city state.
[AGENT][NEUTRAL] And your zip code?
[AGENT][NEUTRAL] And it will populate.
[AGENT][NEUTRAL] Providers that are within your area within a certain radius.
[AGENT][NEUTRAL] Just so you know I'm gonna go ahead and email this over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] So you may receive 2 of them.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I wanna make sure you received it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No, I haven't got it.
[AGENT][NEUTRAL] Uh yeah, hold on one second, I'm still preparing it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I just emailed it over to you if you can confirm receipt coming from [PII] and give it a few seconds.
[CUSTOMER][POSITIVE] Yeah I got it.
[AGENT][NEUTRAL] You got it? OK.
[AGENT][POSITIVE] Alrighty, anything else we can help out with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] All right, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.