AccountId: 011433970860
ContactId: 6bc30ced-ad79-4e8b-805c-6b086c798ba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290000 ms
Total Talk Time (AGENT): 147645 ms
Total Talk Time (CUSTOMER): 85624 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/6bc30ced-ad79-4e8b-805c-6b086c798ba4_20250613T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, thank you. My name is [PII]. Um, I was calling to, um, get, um, some information about my dental benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the dental benefits. And Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02566799.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the number, I'm sorry, can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, um, date of birth [PII]. Email address is [PII].
[CUSTOMER][NEUTRAL] And address is [PII].
[AGENT][NEUTRAL] Thank you for that. And for the address, is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just want to make sure we had it correct. Thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. So your policy has been active um since [PII] of this year. It has or it covers preventative um expenses, so like your cleanings, your sealants, um, it covers your full mouth X-rays.
[AGENT][NEUTRAL] Um, basic expenses and major expenses, but after a year. So, um, [PII], you'll be able to use the major expenses, um, which includes like oral surgeries, crowns, bridges, um, things of that nature. You have $1500.
[CUSTOMER][NEUTRAL] OK, would that be um
[CUSTOMER][NEUTRAL] I'm sorry. Yes, ma'am.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes, um, those major expenses, um, would that be fully covered or?
[AGENT][NEUTRAL] No, um, so the
[CUSTOMER][NEUTRAL] Or will it
[AGENT][NEUTRAL] Your, your preventative expenses are covered at 100%.
[AGENT][NEUTRAL] The major expenses are covered at 40%.
[AGENT][NEUTRAL] And um like your X-rays and your basic expenses are covered at 80%.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, up up until January or is that after January?
[AGENT][NEUTRAL] Mhm. Your waiting period, so.
[CUSTOMER][NEUTRAL] Is that, is that what it covers now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm still on the waiting period.
[AGENT][NEUTRAL] The waiting period only applies to, hold on one second, the major expenses is the only thing that the waiting period applies to.
[CUSTOMER][NEUTRAL] Is that what you
[AGENT][NEUTRAL] Everything else is available for use now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, will a.
[CUSTOMER][NEUTRAL] I don't know how to call it, what you call it. So getting a tooth removed, is that, is that a major expense?
[AGENT][NEUTRAL] It depends. It could be a basic extraction or it could be considered a major. Um, the only way to know that would be to have the dentist call after they see what would be needed and give us a call with the code or just give us a call to ask for your benefits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So right now that's at 40% covered.
[CUSTOMER][NEUTRAL] If it's major.
[AGENT][NEUTRAL] Right, if it's major, you will have to wait until Jan to use the insurance, you will have to wait until [PII]. If it's a basic extraction, you could, um, you could have that now because basic and preventative are available now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, am I able to use my insurance out of state other than [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] All right, well, was there anything?
[CUSTOMER][POSITIVE] Yeah perfect that's, that's
[CUSTOMER][NEUTRAL] That was all the questions I had just now. Sorry about that, the interruption.
[AGENT][NEUTRAL] It's OK. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, no, thank you, that was it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Same to you thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Like