AccountId: 011433970860
ContactId: 88ccc6e1-328e-4417-a83f-4e53cbcc1a90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207660 ms
Total Talk Time (AGENT): 77011 ms
Total Talk Time (CUSTOMER): 113687 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/88ccc6e1-328e-4417-a83f-4e53cbcc1a90_20250415T15:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you? I have a question.
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm good thank you so I have a question about um my plan and um I wanted to find out if I can utilize this towards um dental um.
[CUSTOMER][NEUTRAL] Dental, uh, work.
[AGENT][NEUTRAL] OK. Well, I can definitely take a look at your policy and let you know if um dental is covered. And Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII] and let's see, the policy number.
[CUSTOMER][NEUTRAL] Is that a group number?
[AGENT][NEUTRAL] Um, no, it should say policy er number or policy certification number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so I've had this car for a very long time, um.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] What if
[CUSTOMER][NEUTRAL] Oh, I do see OK.
[AGENT][NEUTRAL] You see it? OK.
[CUSTOMER][NEUTRAL] Outpatient benefit er OK, so we are gonna go with uh 1840 I'm sorry 0184.
[CUSTOMER][NEUTRAL] 729.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] [PII] #8.
[AGENT][NEUTRAL] Thank you for that, and I do have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 476 9 um address is [PII] uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So for your meddling policy, this does not include dental, this is a medical only second to your primary insurance.
[CUSTOMER][NEUTRAL] Oh, OK, but so you do have a dental plan also with.
[CUSTOMER][NEUTRAL] Uh, like a dental option with it?
[AGENT][NEUTRAL] Yes, we, well, not with your Medlink policy, but
[CUSTOMER][NEUTRAL] Yes it's just not under this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we do offer dental plans.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I just wanted to confirm to see if that's something that would be covered under a dental.
[AGENT][NEUTRAL] Now, if you did want to enroll in dental, um, you would just reach out to your HR department, um, because all the plans come through the employer. So you will reach out to them and let them know that you want the dental policy and they'll let you know the options and then they'll send it over to us to get started.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, OK, no, I was actually having a procedure done and I just wanna make sure before I walked out if just to give them this to like help supplement some costs, but I'm good but thank you so much. I appreciate it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll do it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright, you do the same.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Right, you see how big them dogs yeah. Look at the little dog.
[CUSTOMER][NEUTRAL] I can't say that.
[CUSTOMER][POSITIVE] Oh yeah. Oh, I came over there in the little pool.
[CUSTOMER][NEUTRAL] It