AccountId: 011433970860
ContactId: e54eecb9-de61-44a3-96f8-7eeb57fedaeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350519 ms
Total Talk Time (AGENT): 139954 ms
Total Talk Time (CUSTOMER): 117932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e54eecb9-de61-44a3-96f8-7eeb57fedaeb_20250414T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was wanting to find out about my dental coverage.
[AGENT][POSITIVE] OK, I can help you with your dental coverage. Can I get your name, please, and a good
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] OK, [PII], and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy certificate number?
[CUSTOMER][NEUTRAL] Um, 02594735.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And just need a few other pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I was living in [PII] when I, I don't know if they still have my [PII] address or if they have my [PII].
[AGENT][NEGATIVE] Uh, looks like it's ill.
[CUSTOMER][NEUTRAL] Cause I moved
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and do we need to change your address?
[CUSTOMER][NEUTRAL] Yeah, if you want to. I mean, I own my home there.
[CUSTOMER][NEUTRAL] But, and I rent a place in [PII] where I'm working.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] So I don't know if it means I don't know if it needs changed or not.
[AGENT][NEUTRAL] Um, it's just up to you. We can keep it the same or if you want to change it, we can do that too.
[CUSTOMER][NEUTRAL] Um, as long as I can, I was just trying to find out where I can go in [PII] for dental work and like what the insurance covered and kind of thing, so.
[AGENT][NEUTRAL] OK, let's look.
[CUSTOMER][NEUTRAL] Cause I'm in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, anything I quote today won't be a guarantee of payment. It's just a basic outline of your policy.
[AGENT][NEUTRAL] And let's see what.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you do use the Carrington network. Um, it's not required to use, but you do, you'll save money if you use a provider that's in network with Carrington because there'll be a discount. Um, there is, I can, I don't have access to look up providers there, but I can give you their website information or their number, um, or transfer you, and then, um, we can go over your benefits as well. Are you want to check on a certain, uh, procedure or?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I have some I have some teeth that are gonna need pulled and then I also need to get um a top, uh, denture plate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, for your policy, um, you have a $500 calendar year maximum benefits, that's the most it will pay out in a calendar year.
[AGENT][NEUTRAL] Um, extractions, as long as there are simple extractions like the tooth has erupted, that's gonna pay 80% after a $50 deductible.
[AGENT][NEUTRAL] Um, and then major services like dentures, crowns, bridge work, that there's no coverage for that. This is a limited policy, so it just has
[AGENT][NEUTRAL] Coverage for preventative services and then um some basic services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so if I need to get a dent, a top plate, then I'll just, whatever I do, it'll just be all out of pocket.
[AGENT][NEUTRAL] Uh, correct, unless you have a different policy, yeah.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Well this is the cards they sent me so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I didn't know for sure what I've never used the insurance like this company before so I didn't know, um, alright, that's what I kinda needed to know as far as um did you say you had a website that I could go to for.
[AGENT][NEUTRAL] Yes, so [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And you can look up um
[AGENT][NEUTRAL] What's covered or what providers under that benefit, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there's um you can go to [PII] and that's [PII]
[AGENT][POSITIVE] Um, I can also give you the number and also transfer you, whatever is easiest.
[CUSTOMER][NEUTRAL] OK, I'll take the number.
[AGENT][NEUTRAL] Um, their number is 1-800.
[AGENT][NEUTRAL] 400.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then they'll be able to tell you who's in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Appreciate it.
[AGENT][NEUTRAL] OK. All right. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Uh, no, I think that's all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.