AccountId: 011433970860
ContactId: 7099b123-1f2d-45ef-99fc-35c6b6958312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573260 ms
Total Talk Time (AGENT): 194968 ms
Total Talk Time (CUSTOMER): 129582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/7099b123-1f2d-45ef-99fc-35c6b6958312_20250130T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling to, um, I had questions about, about my dental coverage.
[CUSTOMER][NEUTRAL] Um, my dental insurance covers.
[AGENT][NEUTRAL] OK, I can help you with your dental coverage. Can I please get your name and your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is your policy number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Sorry, say that again?
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Um, I actually don't know. Um,
[CUSTOMER][NEUTRAL] I just from my employer, I just got a like um a screenshot of like my signature on my on my um.
[CUSTOMER][NEUTRAL] On my insurance so I don't like actually have my card or anything.
[AGENT][NEUTRAL] OK, I can look it up with your uh social security number if you'd like to give that to me please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You're ready for the whole thing?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what was that first digit? the phone kind of cut out a little bit.
[CUSTOMER][NEUTRAL] Oh, sorry, 3, it was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you I appreciate that. Let me look you up real quick.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then I also need for you to verify your address, your phone number and your email address that we have on the policy.
[CUSTOMER][NEUTRAL] My, so we're gonna start with my address like my home address?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the second one was sorry what was that?
[AGENT][NEUTRAL] OK, and then what is your
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and the phone number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you [PII] I appreciate you verifying that information for me OK so what I can do for you is.
[AGENT][NEUTRAL] There's a um fax back that we can send to you or I can send it even by email to you that gives you a complete benefit breakdown for your policy. Would you like for me to do that for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so I'm going to keep that together. I'm gonna put you on a brief hold while I get that ready for you, and I'll be right back.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that email on its way to you now. um, let me go ahead and give you your policy number so that you have it on hand.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] My policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You, you said you're gonna give me my policy number?
[AGENT][NEUTRAL] Yes, I can give you your policy number so that you have that on hand.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] It's 252.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0532.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then I've also got the email on the way to you.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Is it, did it already send or is it?
[AGENT][NEUTRAL] Yes, I have sent it. You just gotta give it a few minutes to come through.
[CUSTOMER][NEUTRAL] I, I think that
[CUSTOMER][POSITIVE] Yeah, I think I have it.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, sorry.
[CUSTOMER][NEUTRAL] Do I have to read it over or my, or do you, do you think?
[CUSTOMER][NEUTRAL] You can answer. I'm just trying to figure out if it um covers braces by chance or if it just covers like the base of just getting my teeth cleaned.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, I'm going to pull in your policy real quick.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] It's gonna be just a second.
[CUSTOMER][NEUTRAL] Sorry, it's my first time having insurance, so I'm not really.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] No, that's awesome. I'm glad you've got insurance. Most people your age do not care about insurance, so that's good that you have it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're thinking ahead. That's a good deal.
[CUSTOMER][POSITIVE] Yeah, trying to, trying to be more grown.
[AGENT][NEUTRAL] Yes sir I understand.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see, let me pull your policy up and this is just to verify your coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] So you have cleanings once every 6 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEGATIVE] And it does not cover braces.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you do not have a waiting period.
[AGENT][NEUTRAL] Your calendar, your maximum is $500.
[AGENT][NEUTRAL] And your calendar year deductible is $50.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And am I able to upgrade my insurance where it can, it can cover prices?
[AGENT][NEUTRAL] You'll have to go through your employer and see if they have a policy that does cover orthodontics or not.
[CUSTOMER][NEUTRAL] OK, and do you usually know if that's like a, like don't I have to wait towards the end of the year to do stuff like that?
[AGENT][NEUTRAL] It all depends on your company rules. They may have you wait until open enrollment, but I would go to like human resources and talk to them and see what they say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that should be all. Thank you though.
[AGENT][POSITIVE] OK. All right. Well, you take care and good luck with your new insurance.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're welcome bye bye sir.
[CUSTOMER][NEUTRAL] Bye.