AccountId: 011433970860
ContactId: 7afc5886-52c8-4de0-b89f-1d135e98bb77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609280 ms
Total Talk Time (AGENT): 258272 ms
Total Talk Time (CUSTOMER): 123800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7afc5886-52c8-4de0-b89f-1d135e98bb77_20250219T17:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. Thank you for asking. Uh, I have an insured on the line. He's wanting to verify his dental benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the policy number?
[CUSTOMER][NEUTRAL] It is 214.
[CUSTOMER][NEUTRAL] 1438
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm let's see.
[AGENT][NEUTRAL] Give me one moment, sorry.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I have verified all of his information. Um, his callback number today is different than the phone number that is listed on the policy. Can you see that [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's the number he called from today and he said that's his callback number.
[AGENT][NEUTRAL] OK. You can send him over.
[CUSTOMER][POSITIVE] All right. Thank you so much. Have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Thank you for calling American Public Life. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, uh, so today you wanted to go over your benefits?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] OK. Let's let me get them pulled up for you.
[CUSTOMER][NEUTRAL] And I also maybe get some um updated um cards emailed to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was your address verified with the previous uh representative?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. OK. I will get that uh request sent. And uh how can I help you regarding your benefits?
[CUSTOMER][NEUTRAL] Uh, I just, I guess basically just need to verify and make sure the uh the correct persons who are on the account is still on the account.
[AGENT][NEUTRAL] OK, let me take a look at that.
[AGENT][NEUTRAL] OK, right now I show covered uh would be you, uh, [PII] and [PII].
[CUSTOMER][NEUTRAL] Correct. OK. OK. Because uh [PII] and [PII] are both about to go for a cleaning.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I guess uh I just I would like to know what else, um.
[CUSTOMER][NEUTRAL] Cause they, they do get a free cleaning once per year or twice.
[CUSTOMER][NEUTRAL] Um, a year, correct?
[AGENT][NEUTRAL] So you do, uh, so your preventative services, which would include the cleaning, um, those are, let me look. So cleanings are every 6 months, yes, and it is paid at 100%.
[CUSTOMER][NEUTRAL] OK, cool, and um, any, any um any coverage um I say you gotta get a 2 pulled or anything.
[CUSTOMER][NEUTRAL] Uh, what's the percentage on that?
[AGENT][NEUTRAL] So, uh, you would have um benefits for those would be, so based on the procedure that the dentist sends, um, so you have, it may be covered under basic.
[AGENT][NEUTRAL] And it could be covered under a major. I'm not sure it is depending on the procedure code they submit. So if it is under your basic expense, your policy, please be advised verifying benefits is not guaranteed payment, but your policy for basic expenses pay up to 80% and for major expenses it pays up to 40%.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Normally, the doctor, if, if, uh, if that is a procedure they are needing to um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do they will call and um most times they'll request that we fax over a complete uh copy of your benefits which will show all your covered codes, all the codes that are covered at what percent and, um, you know, any limitations uh on that. So they normally will verify that prior to, uh, doing the, the service.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But yeah, but without the code I'm not able to say um which percentage it actually pays that.
[CUSTOMER][NEUTRAL] I got you, and the um I guess the the website to.
[CUSTOMER][NEUTRAL] Locate um dentist, the dentist in the area so we can, we can go to the.
[AGENT][NEUTRAL] Your benefits.
[AGENT][NEUTRAL] OK. Yes, let me take a look at that for you.
[AGENT][NEUTRAL] That is.
[AGENT][NEUTRAL] Hold one moment. Let me get that. There is a telephone number to get that information. You can ask about the dentist to see if they are, uh, if they cover, uh, and, you know, if they, uh, take your dental benefits.
[AGENT][NEUTRAL] Uh, hold one moment, let me get that.
[CUSTOMER][NEUTRAL] Is it the um
[CUSTOMER][NEUTRAL] Before I let you go, is it the secured?
[CUSTOMER][NEUTRAL] [PII] website.
[AGENT][NEUTRAL] Yes, and you can also, yes, you can also go there, um, and register if you haven't already, and you can, um, get a copy of your cards.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you're able to get that uh right off of the website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, what is your, I can.
[CUSTOMER][NEUTRAL] Um, but you can't, I'm sorry.
[AGENT][NEUTRAL] Yeah, I can go ahead and get that. Let me go ahead and get those emailed to you.
[AGENT][NEUTRAL] OK, hold one moment, let me get that pulled up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] ID cards.
[CUSTOMER][NEUTRAL] Cause uh I forgot my username on the website. I haven't logged into it so long.
[AGENT][NEUTRAL] OK. Uh, let's see. So,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I have your email address [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I can also, um,
[AGENT][NEUTRAL] Let me see. You can get a, uh, would you like me to, to send you a breakdown of your benefits also?
[CUSTOMER][POSITIVE] Yeah, yeah, that'll work.
[AGENT][NEUTRAL] OK, OK, let me go back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I appreciate you going above and beyond.
[AGENT][POSITIVE] No problem. That way you'll, you know, you'll, you can have that when you go into um
[AGENT][NEUTRAL] Your um appointment and you'll have a list of those services that are covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It has been sent. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.