AccountId: 011433970860
ContactId: b8b4efea-4039-4d69-b3e1-7b63800be952
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281470 ms
Total Talk Time (AGENT): 116214 ms
Total Talk Time (CUSTOMER): 100655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b8b4efea-4039-4d69-b3e1-7b63800be952_20250115T21:46_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, so I just was calling to see like if my dental benefits was, uh, just covered just for like a checkup just on my teeth.
[AGENT][NEUTRAL] OK, so regular routine checkups.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sure. I can check on that. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Like the uh yeah, the policy number, yes, I found it.
[CUSTOMER][NEUTRAL] It is 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] 371 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have um your name and date of birth for security?
[CUSTOMER][NEUTRAL] My name and date of birth, you said?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, Mrs. OK, and I also need to verify the mailing address, email address, and a callback number.
[CUSTOMER][NEUTRAL] So the email is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sorry, what was, what else that you needed again?
[AGENT][NEUTRAL] Um, the mailing address just to make sure that we have it correctly in the system and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK. And also the mailing address, um, I'm pretty sure I put down the one I, I kind of live at, but, um, give me a minute. I just moved down over here too, so.
[CUSTOMER][NEUTRAL] OK, and also the address is gonna be [PII].
[CUSTOMER][NEUTRAL] Over [PII].
[AGENT][NEUTRAL] OK, so that's not the address we have. Um, do we need to change the address?
[CUSTOMER][NEUTRAL] Yeah, and also another address is probably gonna be the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is the one we have. Is it OK to leave that one or do we need to change it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If you want, actually, yeah, if I could change it to the other, the first one that I just said.
[AGENT][NEUTRAL] OK. Bear with me just a second. Let me go ahead and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and you got this through benefits in a card. It also needs to be changed with benefits and a card because I can change it here, but if they don't change it, it might change automatically to the old address, OK?
[CUSTOMER][POSITIVE] Well, you know what, actually, let's just go ahead and keep it on that one if, if it's no trouble.
[AGENT][NEUTRAL] OK, sure. No problem. All right. So it looks like um you have one of our basic dental policies, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And um with this one,
[AGENT][NEUTRAL] You have a calendar year maximum of $500 that you can use for preventative, radiograph, FMX and basic expense. Um, preventative, which your regular checkups is under your preventative is cover 100%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all you need to do is just um find a provider and you can choose your own dentist. Um, we don't have one that you need to go to. We don't have a list of providers, um, but you can choose your own dentist. Call them, give them the information of the card and make an appointment for the preventative.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome. OK. Well, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, you have um answered all my questions for me.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.