AccountId: 011433970860
ContactId: 8a791437-add0-4c56-80bc-94ec9317c81d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182229 ms
Total Talk Time (AGENT): 96607 ms
Total Talk Time (CUSTOMER): 64719 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8a791437-add0-4c56-80bc-94ec9317c81d_20250422T19:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in customer service. How are you?
[AGENT][POSITIVE] Hey, doing good [PII] how are you?
[CUSTOMER][NEUTRAL] I'm good thank you um I have an insured on the line wanting to discuss her copays and benefits for her dental policy.
[AGENT][NEUTRAL] OK, yeah, I can talk to him. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 251.
[CUSTOMER][NEUTRAL] 4855.
[AGENT][NEUTRAL] Thank you. And then, uh, who are we speaking with?
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Is that who we're uh talking to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome OK and then uh do you have a callback number for him?
[CUSTOMER][NEUTRAL] Yes ma'am, it's the one on the policy [PII]. I have verified all of her information. also told her that there is no network for her dental policy. She can go anywhere she wants.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and she asked about filing a claim. I told her she could do that on the OSC, um, but she does have a question about a copay.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Got you. OK, yeah, you could send her on over thanks [PII].
[CUSTOMER][POSITIVE] All right no problem have a good day.
[AGENT][NEUTRAL] Alright you too bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi this is [PII]. uh how are you?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you?
[AGENT][POSITIVE] Doing great, thank you. All right, so, um, memory told me that you just had some other questions regarding your uh dental policy.
[CUSTOMER][NEUTRAL] Yes ma'am, I was just trying to find out what the copay was.
[AGENT][NEUTRAL] Sure, OK, so this policy does not have a copay, um, you do have a calendar year deductible, um, that needs to be met before the uh actual benefits kick in, um, and that does not apply to preventative expenses, so you have a $50 deductible, um, and that's going to be per member.
[AGENT][NEUTRAL] So that would be for you and for both of your dependents $50 each but again if it's just going to be preventative uh so like you know getting cleanings and stuff like that you wouldn't have to meet that. Does that make sense?
[CUSTOMER][POSITIVE] Oh, OK, got you, uh, makes perfect sense. So she's just just just for.
[AGENT][NEUTRAL] Yes, so basically if you need any work done, yeah, if you need any work done or anything a little bit more in depth, um, besides preventative, that's when that $50 just needs to be met, um, and then you have a $1500 benefit maximum after that's been met.
[CUSTOMER][NEUTRAL] OK, is that 15 per patient?
[AGENT][NEUTRAL] Yes, ma'am, so that's going to be um for each of you, you and your two dependents.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Yeah, did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.