AccountId: 011433970860
ContactId: 51bbcdc9-d2f9-431f-b8ce-03f0186fb4a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292940 ms
Total Talk Time (AGENT): 165029 ms
Total Talk Time (CUSTOMER): 78533 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/51bbcdc9-d2f9-431f-b8ce-03f0186fb4a6_20250224T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I have dental insurance through you. I was just trying to call. I was trying to find out, uh, what I'll do my dental cover.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check for you. We have many products and many different policies. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, that's uh 02441164.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's a [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] And my mailing address has changed since then, since the last time, well, since I had this insurance.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You need my new mailing address or you want my old mailing address?
[AGENT][NEUTRAL] Um, go ahead with the old one and see if we still have that one, and if not we can change it, OK?
[CUSTOMER][NEUTRAL] OK, OK, it's [PII].
[AGENT][NEUTRAL] Yes, that's the one we have. OK, and you said that one changed, correct?
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] OK, uh, let me have the email address so we can go ahead and change that address.
[CUSTOMER][NEUTRAL] Yes, that's uh [PII].
[AGENT][NEUTRAL] OK, thank you and what's that new address?
[CUSTOMER][NEUTRAL] What's the what now?
[AGENT][NEUTRAL] The new address.
[CUSTOMER][NEUTRAL] Oh, that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] What is the zip code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] What is the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] Alright, and you said you're looking for your benefits, correct?
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] OK, alright, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And with this dental policy, you have a calendar year maximum of 1500.
[AGENT][NEUTRAL] With the calendar year deductible of $50. Uh, the deductible does not apply to preventatives, which preventatives are your regular checkups, your regular cleanings, and your back wings. Those are considered preventative and those were cover 100%. Um, after that, you have the radiograph FMX which is the full mile X-ray. That one is covered at 80% after that $50 deductible.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you have your basic expense and basic restorative expense which is 80% as well and that's like basically your fillings and a simple extraction if the tooth is already loose and they just need to pull it out. That'll be paid at 80%. And then you have major service, um, major services covered at 40%.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's gonna be after your 12 month waiting period, which it looks like you're already out of your waiting period. Um, and that 40% is like for any, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, um, partial dentures, uh, crowns, um.
[AGENT][NEUTRAL] surgical extractions.
[AGENT][NEUTRAL] Those type of um service.
[CUSTOMER][NEUTRAL] Mhm. OK, and you said that because I'm, I'm definitely gonna have to have some, some dentures, uh, you said that pays what, 40%.
[AGENT][NEUTRAL] Or the cleaning.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 40% correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, I think I I understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But if you want to register online through our website at [PII], um, you can go ahead and register and view all the documents of your policy and your benefits and how it works if you want to do that, but it's the same information that I just gave you, OK?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, alright, I'll do that then.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]? Do you have any other questions or concerns about the policy?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well thank you for calling APO. You have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.