AccountId: 011433970860
ContactId: bda15517-9bf4-4c8f-b39f-33bacfe4b81b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384670 ms
Total Talk Time (AGENT): 166539 ms
Total Talk Time (CUSTOMER): 118072 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/bda15517-9bf4-4c8f-b39f-33bacfe4b81b_20250521T21:54_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Hi, I had a, uh, a question, um, regarding my dental.
[AGENT][NEUTRAL] OK, I can help you with your dental benefits. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Absolutely. My name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, my dental policy number is 0255.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] one
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] OK, let me
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII] and email address is [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy. OK, and what kind of questions did you have about your dental policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I was just wondering what my out of pocket expense would be if I was to go and get some regular cleaning done and uh, and, you know, check up.
[AGENT][POSITIVE] OK. All right, let me pull up your benefits real quick and I'll look at that for you.
[AGENT][NEUTRAL] It's gonna be just a moment while the computer pulls them in for us.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I believe I have it pulled up right here.
[AGENT][NEUTRAL] OK, so, um, you would need to, and this is just to verify your benefits, it's not a guarantee of payment. You're going to need to pay your $50 deductible. You have a $50 deductible every calendar year?
[AGENT][NEUTRAL] And your preventative expenses for cleaning, you can have once every 6 months.
[AGENT][POSITIVE] And it's 100% of the allowable amount, so it's covered at 100%.
[AGENT][NEUTRAL] Or preventative.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Or so that would be for a cleaning.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and then, uh, what would be uh $50 deductible? Is that, uh, something that I pay?
[CUSTOMER][NEUTRAL] Uh, what would I pay that for?
[AGENT][NEUTRAL] Uh, that's your annual deductible that you need to pay, um, every year, and it doesn't apply to the preventative services. So you would have to pay that $50 and then your cleaning would be free.
[AGENT][NEUTRAL] And then you won't have to pay that $50 again until next year after [PII].
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEGATIVE] My out of pocket expense for my first cleaning of the year would be $50 then, and it would be 0 for my next one.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right. Unless they do.
[CUSTOMER][NEUTRAL] OK, and that's a deduct I pay.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] Unless they do other services.
[AGENT][NEUTRAL] You know that we're unaware of now.
[AGENT][NEUTRAL] If in that case they'll call and they'll get your benefit information and probably go over it with you before they do just if you talk to them, just let them know I'm coming in for a cleaning if anything else needs to be done, can you please advise me first before we do it? And they should be able to help you that way as far as and and give you cost of things after contacting us and getting your benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, uh, for how I would pay that deductible, I would pay that at the dentist's office or would I be billed later for that?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No, you would pay it at the dentist office and then when they send in the claim it's gonna show us that it's been paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. That answers that question. And then um I had another question, but um.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I know you won't be able to answer it for me, so could you possibly transfer me to uh benefits in the car?
[AGENT][POSITIVE] Yes, I can transfer you over to benefits and a card absolutely.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate you.
[AGENT][POSITIVE] Is there any, you're, you're very welcome. Is there anything else, [PII], I can help you with before I transfer you on over?
[CUSTOMER][POSITIVE] Uh, no, ma'am, you've been wonderful, thank you.
[AGENT][POSITIVE] Well, you're welcome and I hope your dentist appointment goes well for you, sir. We thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks
[AGENT][POSITIVE] You're very welcome. Have a good evening. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.