AccountId: 011433970860
ContactId: be7d0080-5742-437b-a6cd-555a8d96b3f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151369 ms
Total Talk Time (AGENT): 61337 ms
Total Talk Time (CUSTOMER): 50091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/be7d0080-5742-437b-a6cd-555a8d96b3f2_20250130T18:58_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in customer service. I have an insured on the line and he wanted to talk to someone about benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is the um policy number is 258-6232.
[AGENT][NEUTRAL] Hold on just a second, let me get that pulled up.
[AGENT][NEUTRAL] OK, and you verified everything. Do you have a callback number?
[CUSTOMER][NEUTRAL] Um, yes, it is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I did verify all this information.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right. Thank you. Here he comes.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I am just calling in regards to my dental coverage. I'm trying to get some dental, uh, surgery going and just trying to figure out cover it up.
[CUSTOMER][NEUTRAL] that will go.
[AGENT][NEUTRAL] You're trying to figure out what now?
[CUSTOMER][NEUTRAL] my dental coverage.
[AGENT][NEUTRAL] OK, you just wanna know what's covered?
[AGENT][POSITIVE] OK, I can help you with that. Your effective date was [PII].
[AGENT][NEUTRAL] [PII], any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] You have a $500 calendar year maximum?
[AGENT][NEUTRAL] $50 deductible on everything except for preventative.
[AGENT][NEUTRAL] Preventative is paid at 100% of the usual and customary rate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Basic is paid at 80%.
[AGENT][NEUTRAL] And this policy does not cover any type of major work. So any endodontics, periodontics, oral surgery, crowns, bridges, partials, dentures are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right, OK.
[CUSTOMER][POSITIVE] You know, all right, thank you man.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good afternoon.