AccountId: 011433970860
ContactId: eed71a1a-7603-42fd-a68a-a8da2f70ef1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358279 ms
Total Talk Time (AGENT): 166258 ms
Total Talk Time (CUSTOMER): 104789 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/eed71a1a-7603-42fd-a68a-a8da2f70ef1c_20250522T17:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, yes, I received, um, cards for, uh, a group voluntary dental, and I was just calling to find out, um, whom this is through.
[AGENT][POSITIVE] Oh, OK. I can definitely help you with your policy, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII], and the phone number would be [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], on the card, do you see a um policy er number? It should start with a 01 or 02?
[CUSTOMER][NEUTRAL] Yeah, 02625614.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII], um, and what did you say the other thing you used?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So this is a um employee um policy through Workforce strategies. Um, your husband [PII] is the policyholder, but it's through his employer.
[CUSTOMER][NEUTRAL] OK, and how long is this good for? Because I see that it started on the [PII], and when is it still good through?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, there's no expiration date unless the um the employer advises us like in writing to terminate the policy or if he's no longer with the company or something like that, they'll have to notify us in writing and then we'll cancel until then it it continues.
[CUSTOMER][NEUTRAL] OK, the reason I ask is because I don't know it's through a temp agency.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And currently he's not working at a job through the temp agency right now, so I don't know how long that would be good for.
[CUSTOMER][NEGATIVE] And I don't wanna schedule an appointment and know that it's not gonna be any I mean it when the day they call is the day that it's canceled.
[AGENT][NEUTRAL] You said the date, yes, so if he is no longer, um, well, I can't say that I was gonna say if he's no longer working, because he's still under the temp agency, so.
[AGENT][NEUTRAL] Unless they notify us in writing, we won't terminate the policy.
[CUSTOMER][NEUTRAL] OK, so we can um
[CUSTOMER][NEUTRAL] OK, so that's what I needed to know so that way I could schedule a dental appointment. And what is our copay for this?
[AGENT][NEUTRAL] Um, there's no copays. Let me pull up your, um, benefit. Hold on one second so I can see it all.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Hold on one moment, I'm sorry, I'm just waiting for it to come up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so just for the policy in general, you have up to $750 per calendar year to use towards your expenses. Um, there is a $50 deductible up to $150 per family, um, but how that works once your first claim is processed, that $50 could be deducted from that first um like claim we process, so it's not like you have to pay that in order to be seen like medical.
[CUSTOMER][NEUTRAL] OK, so, but we will have to pay like a $50 fee for an appointment.
[AGENT][NEUTRAL] No, you don't have unless the provider is billing you, that they should not be receiving anything upfront. We don't have a co-pay for this policy.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so, um, OK, that's what I wanted to know, um, and it's currently open, so I guess my question, they were to call today and cancel, then is it 30 days after the cancellation station it would be closed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, well, that depends. Usually they'll say terminate as of, uh, they should say [PII], and then it would end like [PII], it would be terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I wanted to find out. OK, um, thank you for your help. I guess, um, that it's still open because I working through them then.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Yes, well, if you have any questions or or even when you go to your provider, um, I would say to give them the ID card and have them give us a call to verify the benefits. Um we can also fax them over like a breakdown of your benefits in case, just so they know what's covered, if they have any um estimates and how to like submit the claims and everything. So I would have, I would definitely tell them to give us a call so we can verify for you.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] OK, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling API. You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.