AccountId: 011433970860
ContactId: 8de45bff-e01e-4b14-85e8-815a365ef7ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268869 ms
Total Talk Time (AGENT): 100531 ms
Total Talk Time (CUSTOMER): 96987 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8de45bff-e01e-4b14-85e8-815a365ef7ab_20250121T19:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, I just received the cards, um, in the mail and I was calling to see whether or not my prescription would be covered.
[CUSTOMER][NEUTRAL] Um, I have my, what do you need, what number do you need the policy number?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, first, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh [PII]. That's [PII]
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII]. Then what is your policy number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 582-830
[AGENT][NEUTRAL] OK, thank you Ms. [PII]. Let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] My date of birth, you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then for security reasons can you please verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] Um, what else do you want to know? My email you said, uh, is, um, [PII].
[AGENT][NEUTRAL] Email address, yes, yes please.
[AGENT][NEUTRAL] And then the phone number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank thank you Ms. [PII] and our
[AGENT][POSITIVE] I, I appreciate that. Thank you.
[AGENT][NEUTRAL] Alright, so you're needing to know.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] If this policy covers prescriptions, is that correct?
[CUSTOMER][NEUTRAL] Yes, I have a prescription at Sam's Club and I wanted to see whether or not um is it OK to pick up my prescriptions at Sam's Club and and you were on the, you know, uh prescriptions.
[AGENT][NEUTRAL] Um, OK, so this policy is a dental policy.
[CUSTOMER][NEUTRAL] That's all I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it would not cover prescriptions. That would be a medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'd have to contact her. I thought maybe it was an all in one because I asked for uh medical, dental and vision.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now, your, your vision would not come from our company, it may come from another company, but I'm just showing right now you just have dental insurance with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I answered the question and your, the cleaning so I can go anywhere to get a cleaning, uh, from whatever dentist I would like to go to.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, alright, and is it covered 100% for cleaning?
[AGENT][NEUTRAL] Uh, hold on, let me pull up your benefits real quick and I'll let you know for sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and this is just to verify your coverage. It's not a guarantee of payment, so the preventative expenses, which would be cleanings, is 100% of the allowable amount.
[CUSTOMER][NEUTRAL] And that's every 6 months?
[AGENT][NEUTRAL] You don't have a waiting period.
[AGENT][POSITIVE] Yes ma'am, that, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, I'll find out about the medical and the um vision.
[AGENT][POSITIVE] OK. You're so very welcome. I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, you have a good day, bye.
[AGENT][NEUTRAL] You too, Ms. [PII]. Bye bye.