AccountId: 011433970860
ContactId: f1e992ae-cff6-4795-8606-d8e8784252fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226419 ms
Total Talk Time (AGENT): 105775 ms
Total Talk Time (CUSTOMER): 75654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f1e992ae-cff6-4795-8606-d8e8784252fc_20250211T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify dental coverage for a patient and possibly get a rundown of her benefits.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you with the dental coverage. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][POSITIVE] And a good number to reach me back is [PII].
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is. Policy number is 02571470.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, her name is [PII]. That is [PII] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And hold on one moment, let me see what type of policy she has.
[CUSTOMER][NEUTRAL] Is that when her plan renews every year?
[AGENT][NEUTRAL] December, well, no, it's not a plan, it's a calendar year.
[CUSTOMER][NEUTRAL] OK, it's calendar year OK.
[AGENT][NEUTRAL] Um, hold on one second. Let me pull up all her benefits.
[AGENT][NEUTRAL] OK. So on the um
[AGENT][NEUTRAL] Fax back. Did you need a copy of it or you have questions about it?
[CUSTOMER][NEUTRAL] Uh, no, you can just fax that back.
[AGENT][POSITIVE] Thanks, thanks. OK.
[CUSTOMER][NEGATIVE] Oh, you know what? I am gonna have to actually hear it because our fax machine is not working. Oh yes, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, that's fine too. So for the calendar year, um, max for the policy is $500 per insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The deductible is $50 per person up to $150 per family.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] The deductible um doesn't apply to preventative.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Preventative expenses are covered at 100%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Radiographs and FMX, basic expenses and basic restorative are all covered at 80%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy doesn't cover major?
[CUSTOMER][NEUTRAL] Does not cover major?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Which includes, um, well, that would have had the 12-month waiting period, so there's no waiting period on the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, trophies and cleanings are once every 6 months.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, oral evaluations are 2 for 12 month period.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bite wings or once for 12 months? Uh-huh.
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] Can I get the payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's got the address that these need to be sent to American Public Life.
[AGENT][NEUTRAL] Yes, [PII], uh-huh.
[CUSTOMER][NEUTRAL] Is that correct, [PII]?
[CUSTOMER][POSITIVE] Mhm, OK, alright, well that's everything I need to know. Thank you for all your help.
[AGENT][POSITIVE] Well, you're very welcome and thank you so much for calling APL. I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.