AccountId: 011433970860
ContactId: b157a0e3-e411-4d1d-869d-1884a10bfd1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354230 ms
Total Talk Time (AGENT): 224050 ms
Total Talk Time (CUSTOMER): 115449 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b157a0e3-e411-4d1d-869d-1884a10bfd1a_20250502T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Uh, I'm calling because I'm confused. I thought I had dental insurance, and whoever transferred me to [PII] said that this is just a discount. It's not dental insurance. I'm so confused. Like I have a whole policy number and everything, so I wanted to see what information do you see cause I'm, I'm a little confused about this.
[AGENT][NEUTRAL] OK, sure, I can assist you, Miss [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02610835
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so let's see.
[CUSTOMER][NEUTRAL] Usually tires
[CUSTOMER][NEUTRAL] Mm mm, one of my lights off.
[AGENT][NEUTRAL] Oh, I'm so sorry for that. OK, um, no, you have a policy through us, through American Public Life. If you do not know where to go to, you don't have a specific dental office that you need to go to, um, you can find a list through Carrington, but that's the only thing you use Carrington for is just to find a list of providers in your area. But the benefits are with APL.
[CUSTOMER][NEUTRAL] Yeah, those
[CUSTOMER][NEUTRAL] I don't know why they sent me over to to them making me seem like I'm about to talk to someone about my dental. OK, can I get the list? Well, actually, I think he said he sent me the list, but y'all are able to see if my current dentist office is not on there?
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No, because we don't have any networks, so you can go to any dentist with this policy and you choose your own dental office. But Carrington is more like a tool that you can use if you don't know where to go. You can just go ahead and go to um any of those. But yeah, yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Do y'all have a list of uh how much a cleaning and wisdom teeth pulling would be? Like how much, how much the charge would be on a list or something?
[AGENT][NEUTRAL] No, not the, all, all places have different prices, so we don't know exactly how much it's gonna cost you. It's gonna be based on what, who do you go and visit and what area and what state and all that. Um, what I can give you is how much we cover in the policy and the percentage that we cover based on the service you get, um, because we do handle that part of it. Do you need that information?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] Oh OK, so y'all don't do y'all don't, y'all wouldn't know what my copay would be basically.
[AGENT][NEUTRAL] Um, there is not a co-pay per se in any of the dental office. Um, let me go ahead and just go over the benefits really quick, OK? And this is not a guarantee of payment, just a verification of coverage. Um, let me check and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for this one, you have a calendar year maximum of $500 with the $50 deductible. Now, if you go to do preventative, preventatives are covered 100%. The preventative consists of either your regular checkups, your regular cleanings, or your bite wings. So those three are paid 100%.
[AGENT][NEUTRAL] So that means there's not a co-pay and you don't get to pay that $50 deductible if it's preventative. Now, if it's a uh radiograph FMH which is a full mile X-ray where they put you in the machine, um, we cover 80% for that one and you are responsible for that $50 deductible if they do that one, OK?
[AGENT][NEUTRAL] And then you have um basic expense and basic restorative expense which is fillings or simple extraction. The simple extraction is when the tooth is already loose and they're just gonna pull it out, no surgery, OK? And so those two, which is the fillings and simple extractions are covered at 80%. And that deductible amount is just 1 time per year, so it's not every time you do something, it's just 1 time per year. So if they take it out for, for the full mouth X-ray, they will not take it out for any fillings, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, and then you have again $500 to use during the whole year. Now, this one doesn't have any major services. This one is only for basic, which is what I just mentioned, preventative, radiograph FMX and um fillings and extractions, simple extraction. Um, so there is no crowns, no bridges, no surgery, uh, no deep cleaning. Those are all major service which is not covered under this policy, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Mhm. OK. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today? Any other questions or concerns about the policy, Ms. [PII]?
[CUSTOMER][POSITIVE] No, you really helped me out. I was freaking out earlier cause I was like, I thought I bought dental, so thank you for clarifying that for me.
[AGENT][NEUTRAL] Yeah right.
[AGENT][POSITIVE] Yeah, I'm so sorry. You're welcome. No problem, and I do apologize for the confusion. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, alright, well thank you so much and you have a good day.
[AGENT][POSITIVE] You're welcome. You too. Have a good weekend. Happy weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.