AccountId: 011433970860
ContactId: a50be7fb-e16c-46f1-abe3-e1a9f9fb98b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179500 ms
Total Talk Time (AGENT): 61280 ms
Total Talk Time (CUSTOMER): 85390 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/a50be7fb-e16c-46f1-abe3-e1a9f9fb98b9_20250321T15:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I am good, thank you. I have an insured on the line. She's just wanting to see what all her policy covers.
[AGENT][POSITIVE] OK, I'll be happy to assist. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh. Yes, ma'am. It is 260.
[CUSTOMER][NEUTRAL] 652 6
[CUSTOMER][NEUTRAL] Down Vermillion.
[CUSTOMER][NEUTRAL] And [PII] is her maiden name, uh, she's her last name now is [PII], um, so but the policy has Vermilion.
[AGENT][POSITIVE] Alright, I'm ready thank you so much.
[CUSTOMER][POSITIVE] No problem. Thank you. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Hi, this is [PII] with APO claims department. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good. I understand you have questions in regards to your dental policy.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to figure out what it all covers and everything cause I just got this and it says it was effective 30, but does it cover instructions, dentures or anything like that?
[AGENT][NEUTRAL] Now you do have a basic policy so this would only cover for and please be advised that the verification of coverage is not a guarantee of payment, but you have the coverage for preventative and basic services. So if it's a simple extraction that would be covered under your basic, but anything above a simple extraction that's considered major would not be covered.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEGATIVE] So dentures would not be covered.
[AGENT][NEUTRAL] No, that's considered major.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll have to see about.
[CUSTOMER][NEUTRAL] Um, going to my work and if, if they can like up the
[CUSTOMER][NEUTRAL] You know, the coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How I would go about getting it to what's the next level? Is it, does that cover the, the dentures on the next level?
[AGENT][NEUTRAL] Um, now if they offer the next level plan, then yes, but there is a 12 month waiting period for major, so if you did upgrade it would be a 1 year waiting period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries. That's what I needed to know. So it's the cleanings and simple extractions.
[AGENT][NEUTRAL] Yes, cleaning exams, fillings, just anything that's considered basic and preventative.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, thank you so much. That's what I needed to know.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye bye.