AccountId: 011433970860
ContactId: c1ade4dc-e0b3-4112-a638-9a9d88170d1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302989 ms
Total Talk Time (AGENT): 162157 ms
Total Talk Time (CUSTOMER): 103251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c1ade4dc-e0b3-4112-a638-9a9d88170d1c_20250110T19:48_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] Hey, uh, I'm just trying to, uh, get my, uh, plan, uh, get some information on my, uh, my insurance.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][POSITIVE] Yes ma'am, I got the policy.
[AGENT][NEUTRAL] OK, go ahead with the policy number.
[CUSTOMER][NEUTRAL] It's 023.
[CUSTOMER][NEUTRAL] 658.
[CUSTOMER][NEUTRAL] 35.
[AGENT][NEUTRAL] OK, thank you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] OK. And I need to verify your date of birth, mailing address, and email address.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my uh you said email address?
[AGENT][NEUTRAL] Mailing address and email address?
[CUSTOMER][NEUTRAL] OK, OK, my billing address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Yeah, right, thank you. OK. And what um what is your question about the policy?
[CUSTOMER][NEUTRAL] OK, like I need like my, my, I need like a dental card and.
[CUSTOMER][NEUTRAL] You know, I, I, I, uh.
[AGENT][NEUTRAL] A card.
[CUSTOMER][NEUTRAL] I need to know what's what's going on um.
[CUSTOMER][NEUTRAL] I need like the cards.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I also, um, I need to know, you know, my coverage and everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I can assist you with that. All right, so let's see.
[AGENT][NEUTRAL] Let me see when we last sent the card. OK, so we last sent the card on [PII] and it's the same one, do you still have that card or you just want me to send a new one? Because it's gonna be the same thing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't even, I don't even know if I ever, uh, well, the card, um, yeah, yeah, you yeah, you can, um, you can send me a new one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Order one. OK. Yes, I can order one, no problem. OK. And let me go ahead and give you your benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, you have a uh dental policy with the calendar your maximum of $1500 per coverage insured with the $50 deductible or $150 per family combined.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And deductible does not apply to preventatives. Um, preventatives, which is your regular checkups, your regular cleanings, and your bite wings, those are pay 100%.
[AGENT][NEUTRAL] Um, the radiograph FMX, which is when they put you on the machine and they do the full mouth X-ray, that one is covered at 80%.
[AGENT][NEUTRAL] Um, basic expense and basic restorative, which is your fillings and your simple extraction is covered at 80%.
[AGENT][NEUTRAL] And then you have your major service. Major service includes um the cleaning, um, surgeries, um, crowns, bridges or all those are covered at 40%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, so, um, and could I, could, um.
[CUSTOMER][NEUTRAL] Could I use any dentists like.
[CUSTOMER][NEUTRAL] Or like, do you all have like a network?
[AGENT][NEUTRAL] Yes, you can choose your own dentist. No, you can, you choose your own dentist.
[AGENT][NEUTRAL] With this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I just give them, um, just say I'm with American um Public Life and just give them my policy number.
[AGENT][NEUTRAL] Mhm. Correct, yes, and if they have any questions or they need a breakdown of benefits fax over to them, um, they just need to call us.
[CUSTOMER][NEUTRAL] OK, alright then that's what I'll do.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I'll go ahead and request that card for you. The card should be there within 5 to 7 business days. If you want to get like a temporary card a little bit faster, you can always go to our website at [PII] or [PII] and register and you'll be able to get a temporary card like that if you want to do that, OK?
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, no, ma'am, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling. You're welcome. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.