AccountId: 011433970860
ContactId: f3157df3-563e-4a53-9b5e-ae94fe4cfd09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303119 ms
Total Talk Time (AGENT): 111993 ms
Total Talk Time (CUSTOMER): 111880 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/f3157df3-563e-4a53-9b5e-ae94fe4cfd09_20250626T15:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII]. I was wondering um if my plan covers dental expenses.
[AGENT][NEUTRAL] OK, um, do you have, I can look up your plan by your last name or social.
[CUSTOMER][NEUTRAL] Uh, my social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, first three digits, [PII]. Was that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what was your first and last name?
[CUSTOMER][NEUTRAL] [PII]? Oh, [PII].
[AGENT][NEUTRAL] OK, [PII], could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, and then, uh, your address and email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, and then your email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, my personal, do you have the app Nova one? [PII].
[AGENT][NEUTRAL] I've got [PII].
[CUSTOMER][NEUTRAL] Uh [PII] R.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like the policy you have, make sure you don't have dental.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the policy you have is just a medical, um, secondary gap policy. Um, I don't show any dental on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And then the other question is.
[CUSTOMER][NEUTRAL] Do you have like an app that I can use to submit expenses of what's the best way to do that?
[AGENT][NEUTRAL] Um, so you can go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can create your OSC account.
[CUSTOMER][NEUTRAL] OK. OK. So [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then you'll be the insured when you go to.
[CUSTOMER][NEUTRAL] OK, and then there.
[AGENT][NEUTRAL] Uh-huh. Uh, when you go to create it, um, just enter the asterisk field, so you'll just enter your last name, email, and date of birth to create your account as an insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it'll take you through the steps and then once you create your account you can upload claims for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And could you tell me how far back I can go?
[AGENT][NEUTRAL] Um, you can go back to, let's see.
[AGENT][NEUTRAL] Uh, looks like your policy started for [PII], so you could go back that far.
[CUSTOMER][NEUTRAL] Oh, I can't go for the prior year?
[AGENT][NEUTRAL] Yes, go all the way back to [PII].
[CUSTOMER][NEUTRAL] [PII]? OK, perfect, perfect. And, and just to make sure like if I go to the urgent care, you would cover the my deductible, right?
[AGENT][NEUTRAL] Um, let me pull up your policy real quick and look at that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Uh, for urgent care, let's see. Yes, so urgent care facility, it will pay up to $300 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. OK. And then the only, but, but do you cover just what I pay, which is my deductible?
[CUSTOMER][NEUTRAL] Or does it pay me?
[AGENT][NEUTRAL] No, we
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Cover up to a maximum, uh, we'll pay 100% up to a maximum of $300 per calendar day.
[CUSTOMER][NEUTRAL] OK, even if my responsibility is just $30?
[AGENT][NEGATIVE] No, we would just pay $30. So we're not gonna pay more than what you're responsible for. Yeah.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][POSITIVE] Got it, got it. OK. All right, thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too ma'am bye bye.
[AGENT][POSITIVE] Thank you bye bye.