AccountId: 011433970860
ContactId: b4fd5bc9-61f8-479c-b266-39bc74457120
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277179 ms
Total Talk Time (AGENT): 99455 ms
Total Talk Time (CUSTOMER): 97721 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b4fd5bc9-61f8-479c-b266-39bc74457120_20250325T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII].
[CUSTOMER][NEUTRAL] I have a policy number here for you.
[AGENT][NEUTRAL] OK, [PII], go ahead.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 60613
[AGENT][NEUTRAL] OK, let me pull this up here.
[CUSTOMER][NEUTRAL] I'm planning to have some dental work done on on Friday.
[CUSTOMER][NEUTRAL] And I just wanna know what does my insurance, if, if any.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's take a look here. Can I get your date of birth, please, and address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much. So, it looks like you do have um an active dental plan with us. It's been effective since [PII]. Your plan covers preventative, basic, and major expenses. Preventative expenses are covered at 100%. Basic would be covered at 80%. Major is covered at 40%.
[CUSTOMER][NEUTRAL] OK, so my dentist appointment.
[CUSTOMER][NEUTRAL] is for an extraction.
[CUSTOMER][NEUTRAL] Surgical
[AGENT][NEUTRAL] OK, so we would cover 40% of the cost.
[CUSTOMER][NEUTRAL] For for Friday.
[CUSTOMER][NEUTRAL] 40%
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] OK, do the dentist's office have to do anything to
[CUSTOMER][NEUTRAL] Verify and approve of this here this.
[CUSTOMER][NEUTRAL] Play Bill
[AGENT][NEUTRAL] Oh, that would be up to the provider themselves if they need to they can contact us to verify your eligibility and benefits, we can send them a breakdown as far as what is covered under your member plan uh with that breakdown, they should be able to give you an estimated cost as far as what you should anticipate out of pocket.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then forward into a, a dental cleaning, um, is that a preventive maintenance of dental cleaning?
[AGENT][POSITIVE] Correct, yes, sir. That would be yeah, that would be considered preventative, so it would be covered at 100%.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Did you have anything else?
[CUSTOMER][NEUTRAL] OK, and I'm, I'm, I'm, I'm, am I covered, I'm covered for this Friday, this Friday coming?
[AGENT][NEUTRAL] Yes, sir. Your plan is active. Uh-huh.
[CUSTOMER][NEUTRAL] OK. OK. OK, I need to call. Do, do I need to tell my dentist office anything?
[CUSTOMER][NEUTRAL] That a group, your group number or anything like that so that they can or is it that they have to call you first on any of it?
[AGENT][NEUTRAL] And it's honestly up to the provider. Do you have a card that you're able to provide them?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yeah, so as long as you have the card to provide them that should be all the information that they need.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, OK.
[CUSTOMER][POSITIVE] OK, so, uh, yeah, look forward to that because I have an appointment for Friday.
[AGENT][POSITIVE] OK, sounds good. Is there anything else, Mr. [PII], I can check on for you today?
[CUSTOMER][POSITIVE] 00, that, no, that'll be all. Thank you.
[AGENT][POSITIVE] You're very welcome. Have a good day.