AccountId: 011433970860
ContactId: 76cb6572-a438-4f14-a926-1592a66156b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521158 ms
Total Talk Time (AGENT): 184497 ms
Total Talk Time (CUSTOMER): 182735 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/76cb6572-a438-4f14-a926-1592a66156b6_20250401T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I thought.
[CUSTOMER][NEUTRAL] Some, um, insurance cards from you guys.
[CUSTOMER][NEUTRAL] I'm just trying to understand, is this Medicaid or?
[AGENT][NEUTRAL] Um, do you have your, uh, insurance card with you?
[CUSTOMER][NEUTRAL] Yeah, um, you want the, the payer ID number?
[AGENT][NEUTRAL] Now, there should be a policy certificate number or a certificate number on there.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] On the front of the card?
[CUSTOMER][NEUTRAL] I see, I see the, oh yeah, I see it. It's 02.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] 609.
[CUSTOMER][NEUTRAL] 762.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], I just need to verify a few pieces of information. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The letter [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, looks like this is a dental policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, but is this like associated with Medicaid or?
[AGENT][NEUTRAL] No, uh, it's not associated at all with that.
[AGENT][NEUTRAL] So, um, do you want me to give you kind of a brief rundown of what's covered or how it pays?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, this is not a guaranteed payment, it's basic outline of your policy. Um, so it looks like.
[AGENT][NEUTRAL] So if you needed dental services, it'll pay for preventative services, which are gonna be like your cleaning, um, an exam, it'll pay 100%, up to a maximum of 500 per calendar year.
[AGENT][NEUTRAL] And then like if you needed um X-rays or basic treatment.
[AGENT][NEUTRAL] It'll pay 80% and then you'd have to pay a $50 deductible first, then it pays 80% up to that $500 maximum.
[CUSTOMER][NEUTRAL] OK. Does it cover?
[AGENT][NEUTRAL] And I can email you too.
[AGENT][NEUTRAL] Um, go ahead, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Does it cover anything like braces or um
[CUSTOMER][NEUTRAL] Like if I would have to have uh uh extraction done.
[AGENT][NEUTRAL] So let's see, I don't think it covers braces. Let me double check.
[CUSTOMER][NEUTRAL] You
[AGENT][NEGATIVE] Yeah, there's no coverage for braces.
[AGENT][NEUTRAL] It will cover, let's see.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] on the.
[AGENT][NEUTRAL] It'll cover a simple extraction, so that means like if the tooth is completely out of the gums.
[AGENT][NEUTRAL] It will cover that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At that 80%, um, to a max of 500.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Um, so where, where exactly did this insurance come from? Um, did it come from like, uh, like, um, this company called HHS?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, looks like it came through your employer.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I, yeah, I know where it came from, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am. Well, yes, yes, I think I had applied for both medical and dental. So,
[CUSTOMER][NEUTRAL] Will the medical insurance cards come in later or?
[CUSTOMER][NEUTRAL] Or you don't know yet.
[AGENT][NEUTRAL] Uh, let me see, so.
[AGENT][NEUTRAL] Yeah, it looks like you do have another policy.
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] L
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] There was something in the.
[CUSTOMER][NEUTRAL] And if you're in a state where marijuana.
[CUSTOMER][NEUTRAL] As you.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] cigarette
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, trying to find the uh see if they supply cars on this one.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, yes, I can send you a card for this one. I can email it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I will get that emailed over to you, and this plan is like a hospital indemnity plan. It's not like a major medical, um.
[AGENT][NEUTRAL] I'll send you. Do you have access to like a laptop or a computer?
[CUSTOMER][NEUTRAL] Have you
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna send you some information too in that email about how to log on to our online portal and then you can see everything that's covered under these policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get that sent over.
[CUSTOMER][NEUTRAL] So, oh, OK, well, I
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, I, I was about to ask a question. OK, so I'm, um, I'm currently pregnant.
[CUSTOMER][NEUTRAL] And I have, I have to go see the high-risk doctor. Will it cover my appointment?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Does it cover doctor visits?
[CUSTOMER][NEUTRAL] 337-802
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] The, uh, just, I came up there and so.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's how I saw my license.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It's like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, so it looks like, let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] Yeah, it will pay a maximum of $50 for an office visit.
[CUSTOMER][NEUTRAL] Only $50?
[AGENT][NEUTRAL] That's the most it would pay for.
[AGENT][NEUTRAL] Yes, only $50.
[CUSTOMER][NEGATIVE] he mess up.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][POSITIVE] You're welcome. I'll send you the information. Look out for that on your email, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too.