AccountId: 011433970860
ContactId: e8f4f85a-1556-4af7-a25b-8b0946e79710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133679 ms
Total Talk Time (AGENT): 78080 ms
Total Talk Time (CUSTOMER): 38768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e8f4f85a-1556-4af7-a25b-8b0946e79710_20250121T18:37_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is. I'm calling from the general office. Um, I was hoping to get a faster benefits for a patient.
[AGENT][NEUTRAL] OK, I can help with benefits. So I'm sorry, I didn't catch your name, but it's, there's a lot of interference.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 3552747.
[AGENT][NEUTRAL] OK, 3552747. Is that correct?
[CUSTOMER][NEUTRAL] Uh, the first number was a 2.
[AGENT][NEUTRAL] OK, 2552747. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][POSITIVE] Thank you, that's [PII].
[AGENT][POSITIVE] Thank you. The policy went into effect.
[AGENT][NEUTRAL] On [PII], it is active.
[AGENT][NEUTRAL] This is a secondary.
[AGENT][NEUTRAL] Or gap insurance. Oh, excuse me, I'm sorry, this is a, a limited benefit dental insurance, please excuse me. This is a limited benefit dental insurance. It has $500 per calendar year as a maximum. That's just a verification of the benefits, not a guarantee of payment. In [PII], it covers basic.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Basic restorative and preventative services only, so it does not cover any major services. Now I have a fact check that I can send to you if you would be interested or is there anything in particular that I can tell you about this limited limited benefit dental policy.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Thank you. Yeah, could I ask for like a filling, what would it be? What, what's the percentage it's covered at?
[AGENT][NEUTRAL] That's at 80%.
[CUSTOMER][NEUTRAL] And is there a deductible?
[AGENT][NEUTRAL] There's a $50 deductible that does not apply to preventative services, and that has not been collected for the calendar year [PII]. This is a calendar year.
[CUSTOMER][POSITIVE] OK, thank you again.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. You have a good day.
[CUSTOMER][NEUTRAL] That's it.