AccountId: 011433970860
ContactId: af0dcee7-eb5e-41e5-be60-c16c16e50a6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236080 ms
Total Talk Time (AGENT): 112775 ms
Total Talk Time (CUSTOMER): 114794 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/af0dcee7-eb5e-41e5-be60-c16c16e50a6d_20250116T22:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. Um, I have just a regular teeth cleaning scheduled um for this Saturday. And I just wanted to double check that, um, I'm covered under my dental plan cause I've had some changes with my overall health insurance, so I just wanted to call and double check that I'm covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well, I can definitely check your coverage for you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII] and my contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Sure. It is.
[CUSTOMER][NEUTRAL] 021113200
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Date of birth is [PII], um, address, I think you have my updated address [PII]. Um, what was the last thing?
[AGENT][NEUTRAL] Uh, your email address.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. And so for your cleanings, um, the policy will cover um once every 6 months, and it is preventative, so it's covered at 100% of the allowable. Um, let me see.
[AGENT][NEUTRAL] From these claims that we have here, 10.
[AGENT][NEUTRAL] July, August, September, October, November, December, January.
[AGENT][NEUTRAL] Nice. OK, so your last cleaning, well, this is a different calendar year too, but your last cleaning was [PII], um.
[AGENT][NEUTRAL] So you're within those 6 months, I mean, you're, you, you're eligible because it's after the 6 months, but it's also a new calendar year, so your benefits um start over.
[CUSTOMER][POSITIVE] Correct. Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, yes, um, and this is through Carrington, right? So any pro any provider that takes Carrington.
[CUSTOMER][NEUTRAL] Is covered, right?
[AGENT][NEUTRAL] Yes, but even if the provider doesn't take Carrington, your benefits are the same.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So there's like no, you know how some
[AGENT][NEUTRAL] Uh, benefits have like in-network or out-network benefits. It's the same either way. The only difference is if it is a Carrington provider, there's like an additional percentage off that you would get, like, you know, from the balance, but if they're not a provider, you just won't get that percentage, you still have all your benefits.
[CUSTOMER][POSITIVE] Yes, yes, yes, yes, yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got you, got you, got you. OK. Um, that makes sense. This is what I thought but um I just wanted to be extra careful these days, so, um, I appreciate it. Yeah, yeah, you never know. There's always some sort of a surprise.
[AGENT][POSITIVE] Yes, you got to be.
[AGENT][NEGATIVE] And don't want any bills coming back to you.
[CUSTOMER][POSITIVE] Yes, exactly. I learned that one the hard way. All right. Yeah, I'm sure we all have. Um, OK, well, that's all. Um, thank you for your help.
[AGENT][NEUTRAL] Me too.
[AGENT][POSITIVE] Well, you're very welcome and thank you so much for calling APL. I hope you have a great day and [PII].
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.