AccountId: 011433970860
ContactId: 57d3d8b4-9b1a-4448-a5c1-fa9e23cc6e26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306809 ms
Total Talk Time (AGENT): 132478 ms
Total Talk Time (CUSTOMER): 111426 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/57d3d8b4-9b1a-4448-a5c1-fa9e23cc6e26_20250411T20:26_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling PL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Not sure if you can hear me, but I cannot hear you. Please call us back at [PII]. No one in the line disconnecting the call.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Hello, yes, how may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, I was telling that girl I had to let her go because I'm trying to call dental and she kept talking. I'm like, look, I gotta let you go. I'm so sorry about that. Um, OK, so, um, I am, um, [PII], and I am insured through you guys, and I'm trying to find out, I had a tooth break off. So I'm trying to see if the dentist that I've chosen is in network.
[AGENT][NEUTRAL] Um, it's OK.
[AGENT][NEUTRAL] OK. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is 02.
[CUSTOMER][NEUTRAL] 606-632
[AGENT][NEUTRAL] Thank you. One moment, let me pull that information.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um, my email address is [PII]. My date of birth is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And you say you're trying to get what type of service?
[CUSTOMER][NEUTRAL] That this is um for group voluntary dental.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And my tooth broke off, need to find out is, is Aspenend Dental in that network.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Uh, there is no network. Um, you can go to any dentist.
[CUSTOMER][NEUTRAL] OK, so how much would an extraction be with my insurance?
[AGENT][NEUTRAL] OK, let me go over your benefits, and this is not a guarantee of payment, just a verification of coverage. Um, Ms. [PII], you have one of our basic dental policies. Uh, the basic dental policy only covers basic service which includes preventative, radiograph and basic simple extraction and fillings.
[AGENT][NEUTRAL] So the simple extraction only if the tooth is loose and they have to pull it out, um, that's the one that cover. It doesn't cover any surgical procedures.
[CUSTOMER][NEUTRAL] OK, you're, you're breaking up really bad. So we'll cover a simple extraction.
[AGENT][NEGATIVE] Yeah, a simple extraction is a tooth that is already loose and they're just gonna pull it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it's covered?
[AGENT][NEUTRAL] A simple extraction is covered 80%, that's only for a simple extraction. If they do a surgical extraction, it's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and how much is the filling uh the, how much is it covered?
[AGENT][NEUTRAL] For what? I'm sorry?
[CUSTOMER][NEUTRAL] For filling
[AGENT][NEUTRAL] For fillings. OK, so basic and basic restorative is covered at 80%.
[CUSTOMER][POSITIVE] OK. OK, well, thank you so much. I thought it was an in-network thing and I just wanna make sure.
[AGENT][NEUTRAL] No, it is not. There's no network. You can go to any dentist. Correct, yes, you have, and you have a calendar, your maximum of $500 OK? With a $50 deductible.
[CUSTOMER][NEUTRAL] So I can go to [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A $50 deductible.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. OK. All righty. Thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I may help you with today? OK. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] So I pay the $50 deductible. I pay the $50 deductible and then I'm covered up to 80%, right?
[AGENT][NEUTRAL] Up to 80%, but you have $500 maximum for benefits.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] All right.