AccountId: 011433970860
ContactId: 5a51b751-e4ab-4082-8c92-6ea8c3b1062b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292429 ms
Total Talk Time (AGENT): 143350 ms
Total Talk Time (CUSTOMER): 113373 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/5a51b751-e4ab-4082-8c92-6ea8c3b1062b_20250610T13:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am. Hey, my name is um [PII]. I'm employed logistics expert. I'm trying to check on my benefits to see what I'm available for.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] No ma'am, I don't. I don't even have the card, so if you could, um, I, you got my address, you can mail me a dental card to my address. A matter of fact, let me look to make sure that it's not the.
[CUSTOMER][NEUTRAL] Make sure, hold on one second. I think I got something here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see something.
[CUSTOMER][NEUTRAL] OK, let me see something right here.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't know, it's just the medical. OK, I got something to say down. Uh, let's see if this right here say, um, uh, uh, what now what, what number you say you needed?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The policy number, it should be 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] OK, is it
[CUSTOMER][NEUTRAL] OK, 02478111, that'd be it.
[AGENT][NEUTRAL] Mhm. Yes. OK, and let's see one moment.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, my mailing address is [PII]. Uh, you said what else you said you needed?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Email we have a demo.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ma, say, say again.
[AGENT][NEUTRAL] We have a different email. Do you need to change the email?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, ma'am, you should have the same email. You probably put in the form when it's all zeros, it's 40s.
[AGENT][POSITIVE] Oh, OK, so it's 400. OK, so it's correct. All right, thank you. OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes ma'am, that's what I said. You probably put the 4.
[AGENT][NEUTRAL] All right. And may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect, thank you. All right, and you said you need benefit information. Let me go ahead and pull the benefits under this policy. And 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.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And OK, so with this policy, you have a calendar year maximum of $1500 with the $50 deductible. The deductible does not apply to preventatives. Your preventatives, which is your regular checkups, your regular cleanings, and your bite wings are covered 100%.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, radiograph FMX, which is the full mouth X-ray is covered at 80%. Basic expense and basic restorative, which is your fillings and your simple extraction is covered at 80%.
[AGENT][NEUTRAL] And then you have your major service. Major service includes any endonics, periodontics, uh, which is your major, um, your deep cleaning, um, crowns, your bridges, your partials, your surgery. Those are covered at 40%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Alright, that's what I needed to know. Is it, is it, is there a specific, um, place that don't accept it?
[CUSTOMER][NEUTRAL] Uh, can I just go to any and then if I would like.
[AGENT][NEUTRAL] Uh, you choose your own dental office. There is not a network that we follow, so, um, if they ask, there is no network, um, they just need to call us to get a schedule of benefits faxed over to them, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Alright, thank you, ma'am.
[AGENT][NEUTRAL] Mhm. You're welcome. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, and the card that you have is the correct card, so you can just send that card it's the same number you just gave me, OK?
[CUSTOMER][POSITIVE] All right. Thank you. Bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You