AccountId: 011433970860
ContactId: 66542e31-cdd8-4f51-886d-31cc558862ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337940 ms
Total Talk Time (AGENT): 147248 ms
Total Talk Time (CUSTOMER): 97734 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/66542e31-cdd8-4f51-886d-31cc558862ee_20250218T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was calling trying to find out um uh the providers of the dental, and I want to find out a little information about um about this insurance. It came through the mail and I don't know, um, you know, about signing up for it or nothing or what, what went on with it.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you give me the policy number that is listed on the card?
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] The policy is 025958889.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And I do need to verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so for this policy it does show that we have an email address on file. Could you verify that for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I know you did say that you did receive the card, but could you verify that mailing address listed as well?
[CUSTOMER][NEUTRAL] Uh, my mailing address?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling for the dental. Now it shows that you do have different benefits with us. You do have the limited benefit, which is your medical, which is the policy number that you gave me. That's your medical coverage card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm not sure if you received any other cards, but you do have dental with us as well.
[CUSTOMER][NEUTRAL] OK then, and like what do your dental pay for?
[AGENT][NEUTRAL] That has different um coverages. Let me pull that up for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I did pull the policy up and verification of coverage does not guarantee the payment of the claim. For your benefits you do have a calendar year max of $500. You do have a calendar year deductible, which that does not apply to your preventative services. So for your preventative expenses we will cover up to 100%.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Now for radiograph, basic expenses, and basic restorative expenses, we will cover up to 80% of the covered expenses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so, um,
[CUSTOMER][NEUTRAL] OK. All right. So, um, any, yeah, I have certain dentists that I can go to?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You do have the option this policy you can contact the Carrington PPO network and you would check with them to see.
[AGENT][NEUTRAL] If they have a specific provider, but with this policy, it is not an in or out of network policy it's the provider's discretion.
[CUSTOMER][NEUTRAL] OK, then. And do I have the expiry date on it? Like how long I've been had this insurance?
[AGENT][NEUTRAL] It shows that it just became active [PII] of 25.
[CUSTOMER][NEUTRAL] OK then, right, and it's, it, it's, it's not through a job, it's not, it's, it's just what came free because I know I had, I'm working on a job.
[AGENT][NEUTRAL] Is it, do you, is it with a temp agency?
[CUSTOMER][NEUTRAL] Is it with what, ma'am?
[AGENT][NEUTRAL] Cause
[AGENT][NEUTRAL] I said is it under a temp agency the name of this company or group is showing management analysis.
[CUSTOMER][NEUTRAL] Uh-huh. I don't even know what that is, ma'am.
[AGENT][NEUTRAL] Because it's probably a temp if you're working through a temp agency it's probably through them.
[CUSTOMER][NEUTRAL] OK and this was probably through.
[CUSTOMER][NEUTRAL] OK then, alright, so I just call.
[AGENT][NEUTRAL] Yes, now with this now there are premiums so you either have to sign up for it for us to have that information listed in the system.
[CUSTOMER][NEUTRAL] OK then, alright then that you don't have the expiry date on there you see it.
[AGENT][NEUTRAL] No, it's, it's just showing as of right now it is active of 23 or 25.
[CUSTOMER][POSITIVE] OK then, alright, well thank you so much then, ma'am.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] OK you too thank you bye bye.
[AGENT][NEUTRAL] Bye.