AccountId: 011433970860
ContactId: 5a4bf63d-3400-417c-85b6-b55fa20c90a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418100 ms
Total Talk Time (AGENT): 201984 ms
Total Talk Time (CUSTOMER): 126664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5a4bf63d-3400-417c-85b6-b55fa20c90a2_20250429T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good thank you um I have [PII] on the phone and he's calling for his benefits.
[AGENT][NEUTRAL] OK, do you have his policy number?
[CUSTOMER][NEUTRAL] 259-8071.
[AGENT][NEUTRAL] OK, and he's been verified.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much. I'll take them.
[CUSTOMER][POSITIVE] Alright thank you and here he is.
[AGENT][NEUTRAL] Hello, this is [PII] on the care team. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling. I, I just needed some information about my, uh, benefits.
[AGENT][NEUTRAL] OK, for your dental policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK. Um, let's see here.
[AGENT][NEUTRAL] OK, give me one moment, I'll get that pulled up.
[AGENT][NEUTRAL] OK, um, it's not a guarantee of payment basic outline of your plan.
[AGENT][NEUTRAL] Uh, it looks like for your policy, you have a $500 calendar year maximum benefit payable.
[AGENT][NEUTRAL] And are you wanting to check on certain things or um what what you want to look at?
[CUSTOMER][NEUTRAL] Uh, I just want to know like, uh, well, I wanted to be able to find, uh, providers, you know, uh, places that I can go and also, uh.
[CUSTOMER][NEUTRAL] What, what am I eligible for cause I, I actually need some dental work and I just wanna know what all I can get done under my insurance and where can I use it.
[AGENT][NEUTRAL] OK, um, [PII] is the PPO network. So after we talk about what your coverage is, I can transfer you over there. They can help you find a provider close to you, um, but I don't have access to what do what dental dentist providers are in that network, um, but basically what you have covered under your policy is like preventative services, which would be like your cleanings and your exams it pays 100%.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And then like your X-rays, like bite wings, um, a full mouth pano, those pay 80% after you meet a $50 calendar year deductible.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you have several services for basic expenses. So this would be like fillings, um, if you needed like a simple extraction, um, but it does not have any coverage for for like major services. So if you need like crown, um, a root canal, there's no coverage for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so like if I, but you said like if I need a tooth pulled.
[AGENT][NEUTRAL] Yeah, it will
[CUSTOMER][POSITIVE] I can I can have that right.
[AGENT][NEUTRAL] Yes, it will pay for a simple extraction, so that has to be a tooth that's just fully like erupted out of the gum, so it wouldn't pay for like a surgical extraction, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, but
[CUSTOMER][NEUTRAL] So if I do need like any kind of major work done like let's say new teeth or dentures, I have to pay for that myself that that would have nothing to do with this policy.
[AGENT][NEGATIVE] Correct, there's no coverage on the policy for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But like you said with cleanings and things like that, you know.
[AGENT][NEUTRAL] Yeah, it's got, it's got limited coverage, so it'll cover cleanings, exams, if you needed X-rays, a filling, um, just limited coverage to that essentially.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] OK, OK, that's what I is, is there
[AGENT][NEUTRAL] Then you wanna.
[CUSTOMER][NEUTRAL] Uh, that was the one is, is there like an app I can download or?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, you can create an account.
[CUSTOMER][NEUTRAL] So I could, you know, just like go on.
[AGENT][NEUTRAL] Uh-huh. Yeah, you can go to our online portal. Um, I can send you an instructional guide on how to set that up. Um, would you like me to do that or I can help walk you through it right now if you have time?
[CUSTOMER][POSITIVE] Uh, well, yeah, if you could, yeah, if you could send it to me, that, uh, that'd be nice.
[AGENT][NEUTRAL] OK, let me uh verify your email real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, I'll send you that instructional guide and the link to our website where you can create your um policy or your account. There you can see like what's covered under your policy and then that's where if you needed to you could upload claims and stuff um and then I can transfer you over to Carrington. Do you want me to do that?
[CUSTOMER][NEUTRAL] Uh, well, not, what could this, uh, app that I'll be setting up and it, it, it will be through them, right?
[AGENT][NEUTRAL] Um, well, that's through APL, so we're the ones who process your claims, and then Carrington is, is the, that's the PPO network. So they're the, that's who you'd wanna find a dentist and network with, so you'll have a discount, so it won't cost as much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Well, is, is there a number I can call from, uh, just later or?
[AGENT][NEUTRAL] Yeah, yeah, you want me to put that in the email?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, OK, I'll put that in the email along with the instructional guide on how to set up your account and then um when you have time just go into a desktop or laptop and you can get that all set up.
[CUSTOMER][NEUTRAL] OK, I wouldn't be able to do it over my phone.
[AGENT][NEGATIVE] No, there's nothing for the phone. It has to be a desktop or laptop, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can, I can make that happen because I, I wouldn't be able to do that right now anyway, I'm not near, uh, either one of those devices.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But at least I'll have the way to get it done.
[AGENT][POSITIVE] Yeah, yeah, absolutely. I highly suggest setting that up cause then you can look at everything that's covered under your policy and it's just an easy thing to access, so when you need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you'll include the the phone number to Carrington so I can find the uh.
[CUSTOMER][NEUTRAL] The dentists
[AGENT][NEUTRAL] Yes, I'll put that number on.
[CUSTOMER][NEUTRAL] In the network in in my area.
[AGENT][NEUTRAL] Uh-huh, I'll put that number in there and you can call them when you have time.
[CUSTOMER][POSITIVE] OK, that would be awesome thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today, sir?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a good evening.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK you too thank you so much.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Oh