AccountId: 011433970860
ContactId: dd998384-3bcf-4ff9-81a7-bfd2430e538f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260320 ms
Total Talk Time (AGENT): 135801 ms
Total Talk Time (CUSTOMER): 90319 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/dd998384-3bcf-4ff9-81a7-bfd2430e538f_20250508T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to verify uh my coverage.
[AGENT][NEUTRAL] Oh, you just needing to see that um it's active?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yeah, I can see if that policy is active. Um, what was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02606086.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. So it looks like you have uh two policies with us. Uh, the one you gave me was your dental and you also have a term life policy. Both are currently active, uh, their effective dates were [PII].
[CUSTOMER][POSITIVE] Oh, good.
[CUSTOMER][NEUTRAL] OK, so if I go to the dentist on [PII], there shouldn't be any issue.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, yeah, uh, well, absolutely not, no issues, yes, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great, so I don't have any outstanding bills or anything like that?
[AGENT][NEUTRAL] No, absolutely not. You are perfectly fine, um, and if you get there and you know they need information, uh, we can send them, uh, information regarding your covered benefits for your policy.
[CUSTOMER][NEUTRAL] OK. Can I ask, um, so I could give you a this specific, uh, dentist office, but, um, I
[CUSTOMER][NEUTRAL] Showed my car to my dentist. They said they accepted the insurance and I just need to come in for a routine cleaning. Is that something that's uh covered as is, or do I need to pay a co-pay for that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, OK, so, right, uh, so your total benefit amount for this plan is uh $500 that's the benefit maximum that we would pay, and there is a $50 deductible, but that's only that does not apply to any preventative services so that of course includes cleanings, um, there's no co-pays or anything like that. uh, this plan is there it only covers um preventative and basic expenses.
[CUSTOMER][NEUTRAL] For dental cleaning.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Uh, so there is no major coverage offered for this policy, but of course that also means there's no waiting period. So for something like a simple routine, uh, cleaning checkup, that is perfectly fine and will absolutely be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Uh, sometimes during, uh, cleanings, they also do routine, you know, teeth X-rays. Would that be covered as well?
[AGENT][POSITIVE] Yes, so this one does offer benefits for uh panoramic, um, those kinds of uh the full mouth X-rays, um, that is covered, I believe, uh, it is one per 5 year period, um, is going to be covered for a full mouth X-ray and again if they have any questions they want a list of what all is covered, we can absolutely send that to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fantastic. Um, and just since I know it, it my insurance, my, uh, life insurance goes through that too, could you tell me the policy amount?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh sure, give me just a moment let me get that.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so that base amount is $20,000.
[CUSTOMER][POSITIVE] 20,000. OK, thank you.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, well, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye.