AccountId: 011433970860
ContactId: e6cb224b-bfc7-4ca6-a5ea-adc10994979f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345140 ms
Total Talk Time (AGENT): 160672 ms
Total Talk Time (CUSTOMER): 98856 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e6cb224b-bfc7-4ca6-a5ea-adc10994979f_20250324T20:55_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm coming to um to ask about the, the waiting period for my
[CUSTOMER][NEUTRAL] Dental, uh, insurance?
[AGENT][NEUTRAL] OK, I can help you with your benefits for your dental insurance. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, policy number, it's gonna be.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] A little.
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 7909.
[AGENT][NEUTRAL] OK, Ms. [PII], let me pull that up for you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was 02667909?
[CUSTOMER][NEGATIVE] Stop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 02607909
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, Ms. [PII], I've got it pulled up right here. OK, and I'm gonna need you to verify your policy for me. Can you please give
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But the first
[CUSTOMER][NEUTRAL] 053079.
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK and then one more verification can you give me your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then Ms. [PII], if our call gets
[AGENT][NEUTRAL] That number
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. All right, so let me pull up your policy real quick so that I can tell you what your waiting period is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a moment while the computer pulls it in.
[AGENT][NEUTRAL] And this is just to verify your benefits. It's not a guarantee of payment.
[AGENT][NEUTRAL] So your cleanings, you can have once every 6 months, so 2 times a year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Oral evaluation, you get 2 every 12 months.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, your bite wing X-rays, you get once every 12 months.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Your full mouth X-rays. You get once every 5 years.
[AGENT][NEUTRAL] And then on um preventative.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Radiographs.
[AGENT][NEUTRAL] Your basic expenses and your basic restorative expenses, there's not a waiting period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So not a waiting period for like the cleaning and all that?
[AGENT][NEUTRAL] Right. Um, there's not a waiting period when you get them cleaned, but you can only have a cleaning 2 times a year every 6 months. So it has to be 6 months in between each one.
[CUSTOMER][NEUTRAL] Or what is that? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And also the providers uh that I can go to.
[CUSTOMER][NEUTRAL] How can I find that?
[AGENT][NEUTRAL] OK, I'm gonna give you our website. Are you where you can write it down? OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you go into the website in the top right hand corner there's a little magnifying glass, the search bar you're gonna type in, you're gonna type in provider.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] After you type that in, it's gonna pull you up on another page and you're gonna choose provider resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then after you choose provider resources, you're gonna click on the search for provider.
[AGENT][NEUTRAL] And put in your zip code.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And once you put in your zip code, it'll pull up all the providers in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, so that's it that I wanted to ask.
[AGENT][NEUTRAL] OK, is there anything else you might have questions for Ms. [PII] while we're on the phone together before we go?
[CUSTOMER][POSITIVE] Uh, no, I think that's it. Thank you so much.
[AGENT][POSITIVE] OK. You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mhm