AccountId: 011433970860
ContactId: 93c2bc7e-0c9c-4418-b11e-31c8beb56495
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299519 ms
Total Talk Time (AGENT): 149747 ms
Total Talk Time (CUSTOMER): 91851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/93c2bc7e-0c9c-4418-b11e-31c8beb56495_20250425T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Hello, good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I had just got my card and I was wondering.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I'm new to this part and so.
[CUSTOMER][NEUTRAL] I got the card for the group voluntary dental. What is that plan basically?
[AGENT][NEUTRAL] OK, I can give you the.
[CUSTOMER][NEUTRAL] Is that like the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that the dental card?
[AGENT][POSITIVE] More than likely, I can check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and then
[CUSTOMER][NEUTRAL] My uh callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number on the card?
[CUSTOMER][NEUTRAL] OK, it's gonna be 026.
[CUSTOMER][NEUTRAL] 149.
[CUSTOMER][NEUTRAL] 22
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And Ms. Has, um, for security, may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] OK, you got it. You said birthday. Birthday is [PII].
[AGENT][NEUTRAL] Yes, certainly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, perfect. And what's the mailing address and email address?
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And then the email address is um
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All lowercase [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. Yes, this is your dental um policy through your employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] How, how would I find out who?
[CUSTOMER][NEUTRAL] Um, like, who takes it? Do you have somewhere I can look at and see?
[AGENT][NEUTRAL] Yes, you can go to our website at [PII], and that's [PII].
[AGENT][NEUTRAL] And you're gonna scroll down to that page and you're gonna see a magnifying glass with a tooth in it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna click on that and it's gonna take you a page where you can put your zip code and look for providers in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what does the group voluntary dental cover?
[AGENT][NEUTRAL] OK, so this is one of our basic dental policies. Um, so it will cover, let me check and see how much is the maximum benefit. OK, one moment. It's different for everybody.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So for this group.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage. This group has a calendar year maximum of $500 with a $50 deductible and deductible does not apply to preventatives. Preventatives are your regular checkups, your regular cleanings, and your bite wings.
[AGENT][NEUTRAL] So those are cover 100%. Um, radiograph FMX is covered at 80, which is the full mile x-ray.
[AGENT][NEUTRAL] And then you have your um basic and basic restorative, which is your fillings or your simple extraction. The simple extraction is when your tooth is already loose and you just have to pull it out without having to go and do a surgery. Um, with this one, there's no major service, so that means that um like big cleaning surgeries or crowns, bridge on dentures, those are not gonna be covered. It's just the basic, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do you have any other questions for me?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, well thank you for calling ATL. You have a good day.
[CUSTOMER][POSITIVE] Yep thank you.
[AGENT][POSITIVE] You're welcome, bye bye.
[CUSTOMER][NEUTRAL] Mm bye.