AccountId: 011433970860
ContactId: 5c19b639-b857-4794-bbac-d57f89e83960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219320 ms
Total Talk Time (AGENT): 78138 ms
Total Talk Time (CUSTOMER): 92527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/5c19b639-b857-4794-bbac-d57f89e83960_20250512T15:25_UTC.wav
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[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Um, hi, um, my name is [PII], and I was calling because I was trying to, um, check the benefits about, uh, to see who I can get to do braces.
[AGENT][NEUTRAL] OK, so it's your dental policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's um 02560619.
[AGENT][NEUTRAL] And what's the phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And what is your uh date of birth, your mailing address, and your email address, please?
[CUSTOMER][NEUTRAL] It's [PII] and it's uh [PII] and my address is [PII].
[AGENT][NEUTRAL] OK, thank you. I've not heard that city before, [PII]. What's the next major city to the city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see, so.
[AGENT][NEUTRAL] Now, under the policy that you have, there is not a network of contracted providers, so it could be a provider of your choice.
[CUSTOMER][NEUTRAL] Uh, so I can just use any provider that I wanna use.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] So, OK, so it ain't, so you're saying that it's just all over network basically right there the network with anybody or I gotta find out who network with us.
[AGENT][NEGATIVE] There, there is no network.
[AGENT][NEUTRAL] Which means you can choose a provider of your choice. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, and how much of a coverage does it cover for me?
[AGENT][NEUTRAL] Um, let me pull up your schedule and I can verify that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause they was caused was like that I need to find an order on um that it'll cover, so I, I just didn't know.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Now, orthodontic is not covered under your policy.
[CUSTOMER][NEUTRAL] That's what um we needed to know. So what, uh,
[AGENT][NEUTRAL] But your, your calendar year maximum, I think that was your question, is $1500 per covered insured per person.
[CUSTOMER][POSITIVE] Yeah, I know. We just needed to order [PII]'s. That's what um I needed for myself.
[CUSTOMER][NEUTRAL] So, um, like, uh, I'm gonna need to talk. Yes.
[AGENT][NEUTRAL] Are you getting braces?
[AGENT][NEUTRAL] OK, which is not covered under your, your dental plan?
[CUSTOMER][NEUTRAL] I don't know why I asked all this before I got it. Do I need to call them back to see, do I need to call them back to see, like, I mean, to upgrade it to it or what?
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] So since it's a group plan, um, [PII], yeah, you would need to reach out to your employer because this is the policy that they've selected for everyone under their group, so yeah, that would be a question for UTBA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][POSITIVE] Alright, thank you very very much that'll be all.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.