AccountId: 011433970860
ContactId: c5e1693f-bf60-40bc-bc74-9dd027f4b8ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297600 ms
Total Talk Time (AGENT): 114335 ms
Total Talk Time (CUSTOMER): 93985 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c5e1693f-bf60-40bc-bc74-9dd027f4b8ce_20250114T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. Um, I was just, um, calling to inquire about my dental coverage. My name is [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I please have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02543598.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your date of birth and the mailing address listed on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] The mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and we also have an email address. Could you verify to see if that is correct in our system?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was just calling um to inquire about my dental coverage.
[AGENT][NEUTRAL] And what information are you needing for me to review?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was wondering if I'm covered for like cleaning or for filling and all that.
[AGENT][NEUTRAL] OK, so you're wanting to know about cleaning and a filling?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And in regards to your policy verification of coverage does not guarantee the payment of the claim. For your preventative expenses, you do have up to 100% allowable with no waiting.
[AGENT][POSITIVE] So for your cleaning your and your preventative, you do have that benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For filling in um.
[CUSTOMER][NEUTRAL] Cleaning.
[AGENT][NEUTRAL] For your cleaning, your preventative. Let me check your fillings.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And how about for crown?
[AGENT][NEUTRAL] Now, what I will need, I will need for the, your sealants and stuff like that, I will have to have the code to review to see if that is listed on this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the fillings.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have those codes or?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I can do, I can try to just give you a minimum.
[AGENT][NEUTRAL] On that.
[CUSTOMER][NEUTRAL] Do you think I can get a copy of that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, via email.
[AGENT][NEUTRAL] Now we don't send out the, the benefits via email. They normally send the the benefit package out with your card and you should have received that information once the card came out.
[CUSTOMER][NEGATIVE] I didn't get the card. I only got a copy via email.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEGATIVE] I didn't get the physical card.
[AGENT][NEUTRAL] OK, do you have access to the portal?
[CUSTOMER][NEUTRAL] I, I'm signing up right now.
[AGENT][POSITIVE] OK, cause it will give you those benefit, your benefits on there as well.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Oh, got you. And if I wanna get.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Some, you know, bills to like reimbursed, can I do it online too?
[AGENT][NEUTRAL] Yes, you can submit your claim on the secured portal.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that should be it.
[AGENT][NEUTRAL] OK, and were you able to get into the portal?
[CUSTOMER][POSITIVE] Yes, I, I just, I'm signing up right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am. I appreciate your assistance.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Have a great day as well. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye