AccountId: 011433970860
ContactId: 74b64195-fde9-4247-9fe2-74e0b1594a98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241440 ms
Total Talk Time (AGENT): 111587 ms
Total Talk Time (CUSTOMER): 60494 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/74b64195-fde9-4247-9fe2-74e0b1594a98_20250613T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am, I wanted to see if if if my dentist is covered by this insurance.
[AGENT][NEUTRAL] OK, I can check and see what product you have and go from there. May I have your name?
[CUSTOMER][NEUTRAL] It's under [PII].
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] So it has, oh yeah, it's 02023544.
[AGENT][NEUTRAL] 02023544.
[CUSTOMER][NEUTRAL] Yes, that's a policy.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I don't see the name of uh [PII] listed on that number. And do you have the copy of the card?
[CUSTOMER][NEUTRAL] Yeah, I have it in my hand. It's 02 623544.
[AGENT][NEUTRAL] 2954 62 let me change that 02 to 62 1 moment.
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the mailing address on file.
[CUSTOMER][NEUTRAL] Oh, so it
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Did they fix it? Because when we called it only showed him, but he's paying the family plan.
[AGENT][POSITIVE] OK. Yes, it's been fixed.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do they take [PII]?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] The, I wanted to see if they get my dentist is covered by all his in-network or not.
[AGENT][NEUTRAL] OK, um, with this particular policy, there is no network. You can choose to go to your, if you had a dentist that you've been visiting in the past, you can continue visiting the same dentist.
[CUSTOMER][NEUTRAL] OK, and what does it cover?
[AGENT][NEUTRAL] OK, so this is a basic dental policy, um, so there is no major service. It covers preventative, um, preventative is 100%, radiograph FMX is 80%, basic expense and basic restorative expense is gonna be 80%. Um, let me check and see how much is the maximum benefit. One moment.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see one moment.
[AGENT][NEUTRAL] OK, so the calendar year maximum is $750 per year with the $50 deductible or $150 deductible for family.
[CUSTOMER][NEUTRAL] And so.
[AGENT][NEUTRAL] I'm sorry, you're breaking up. Can you repeat?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The 750 is per person or your family?
[AGENT][NEUTRAL] Yes, it's per person.
[CUSTOMER][POSITIVE] OK then. OK, thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, yeah.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thank you