AccountId: 011433970860
ContactId: 67a54ea9-e4ff-494a-a5d2-efe3cd6cdb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220770 ms
Total Talk Time (AGENT): 120441 ms
Total Talk Time (CUSTOMER): 68091 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/67a54ea9-e4ff-494a-a5d2-efe3cd6cdb90_20250227T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just trying to, uh, trying to get ready to get some dental work done. I was trying to see.
[CUSTOMER][NEUTRAL] That's my um eligibility uh ready to be used.
[AGENT][NEUTRAL] I'm you're calling for your benefits?
[CUSTOMER][NEUTRAL] Just me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's 025.
[CUSTOMER][NEUTRAL] 14858.
[AGENT][NEUTRAL] I'm sorry, um, you may have me on speaker phone give me one moment please.
[AGENT][NEUTRAL] OK, I see you may have me on speakerphone. I can barely hear you. Can you please repeat your
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 025.
[CUSTOMER][NEUTRAL] 14858.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have your name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. May I also have your call back number for you're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much and verify your complete mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and the last thing to verify please is your email address.
[CUSTOMER][NEUTRAL] That'll be my full name [PII].
[AGENT][POSITIVE] OK, thank you very much sir for the information.
[CUSTOMER][NEUTRAL] It'll be [PII], OK.
[AGENT][POSITIVE] Thank you, I appreciate that. OK, I have your policy pulled up and you want to know what your benefits are. Give me one moment please, get that for you. Excuse me.
[AGENT][NEUTRAL] Now it shows that your policy became effective as of last year, [PII].
[AGENT][NEUTRAL] And please note verification of benefits provided does not guarantee payment, which means I can't guarantee payment over the phone without a claim in office to be reviewed and processed, but your calendar year max for covered services is $1500 and that's for the calendar year, and you have a $50 deductible.
[AGENT][NEUTRAL] Now Mr. [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, sir. Now you do have a 12 month waiting period on major services and major services will be things um such as a root canal, crown, bridges, dentures, partials, um, oral surgery. Those are all considered major and there is a 12 month waiting period before those services are covered for covered services.
[CUSTOMER][NEUTRAL] OK. What about extractions?
[AGENT][NEUTRAL] A simple extraction, excuse me, a simple extraction is covered now, but if they have to surgically remove it, of course that would not be covered, and a simple extraction, it pays by percentages, um, that will be covered at 80% because that falls under basic services.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, cause I got a dental appointment. I need to get a teeth out. So I was just trying to make sure that my insurance was OK and I paid the rest.
[AGENT][POSITIVE] Yes sir, yes sir, it is, yes sir, thank you and anything else I can help you with Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, you have a good day, sir, and drive safe.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Same to you, ma'am. Thank you. Appreciate it. Bye bye.
[AGENT][POSITIVE] Yes sir thank you bye bye. Thanks for calling APL.