AccountId: 011433970860
ContactId: f80ae2ce-70c6-4970-ac26-2edcf58e0671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415540 ms
Total Talk Time (AGENT): 139685 ms
Total Talk Time (CUSTOMER): 147224 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f80ae2ce-70c6-4970-ac26-2edcf58e0671_20250327T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling because I have a couple of questions about my dental benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I'm grabbing it now. Policy number is 02596171.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I just need to verify a few more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, what is your uh email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I've got a different one [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, oops, I'm sorry. Uh, it's [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] Um, I'm calling to see about the different benefits that I have on my dental insurance. I'm wondering if, um, extractions are covered.
[AGENT][NEUTRAL] Um, let's
[CUSTOMER][NEUTRAL] Specifically.
[AGENT][NEUTRAL] Let me pull up your policy, um, and this is not a guarantee of payment, it's just a basic outline of your plan.
[CUSTOMER][POSITIVE] Got you, no worries.
[AGENT][NEUTRAL] So you have a $500 calendar year maximum benefit.
[AGENT][NEUTRAL] Extractions, is it gonna be like a uh surgical extraction or just a simple extraction?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, wisdom teeth, so I'm guessing surgical.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Um, let me pull this up. Systems running just a bit slow. Sorry about that.
[CUSTOMER][POSITIVE] No worries, it happens.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it looks like you do have.
[AGENT][NEUTRAL] Extractions are covered under that benefit, but it's just when they're erupted, so I'm not sure. Are they, are your teeth coming out, uh, the wisdom teeth coming out? Like are they through the gums?
[CUSTOMER][NEGATIVE] Uh, they're, my wisdom teeth are already out. It's just they're hitting, I think they're hitting a nerve.
[AGENT][NEUTRAL] OK, so as long as it's an extraction that's erupted, meaning the tooth is exposed, it would be covered under that benefit. It would pay 80% up to the $500 and then you do have a calendar year deductible of $50.
[CUSTOMER][NEUTRAL] Calendar your deductible of $50. OK. How much of that, um, since you mentioned that there's only $500 how much of that have I used thus far?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't show anything new so far this year.
[CUSTOMER][POSITIVE] Oh, awesome. OK.
[CUSTOMER][NEUTRAL] Oh, cool. All righty. Wait, is that overall, over overarching or just in regards to like extractions?
[AGENT][NEUTRAL] That's overall, so it's 500 for, yeah, $500 for any type of like preventative or basic, um, that's the most it will pay in a calendar year.
[CUSTOMER][NEUTRAL] For the 500
[CUSTOMER][NEUTRAL] OK, good to know.
[CUSTOMER][POSITIVE] All righty. Um,
[CUSTOMER][NEUTRAL] I think that's all my questions then thus far. I will go ahead and proceed with trying to get an appointment. I'm curious of my benefits before I continue with that.
[AGENT][POSITIVE] OK perfect T. If there's anything else we can do for you, just don't hesitate to call us back and thank you for calling APL. I hope you have a great evening.
[CUSTOMER][NEUTRAL] Oh, wait, I do have one thing. I'm sorry, it just came to mind. Can you email me?
[AGENT][POSITIVE] Yeah, yeah, sure, absolutely.
[CUSTOMER][NEUTRAL] Can you email me a summary of benefits?
[AGENT][NEUTRAL] Um, I can fax them or I can, um, do you have access to our online portal?
[CUSTOMER][POSITIVE] Ah, I can get it.
[AGENT][POSITIVE] Um, so it's pretty easy to set up, uh, you just go to [PII].
[AGENT][NEUTRAL] You're gonna be the individual of course and then follow the prompts to set up a new user and you'll be able to download your policy certificate that talks at length about everything that's covered under your plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, I got the, oh, I'm checking to see if I haven't signed up before because the website was remembered.
[AGENT][NEUTRAL] Yeah, do, do be sure that you do that from a desktop or laptop.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yep, I'm on my desktop right now. Uh, invalid user name and password.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Oh, there's a username, so it wouldn't be your.
[CUSTOMER][NEUTRAL] Your email.
[AGENT][NEUTRAL] If you've never
[CUSTOMER][NEUTRAL] Uh, right. This is.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Have you, have you set it up before or, or no?
[CUSTOMER][NEUTRAL] Uh, it says it doesn't appear to be a reset option on my account, so I guess I can just go ahead and try to set it up. Maybe I haven't done it before. Yeah, this doesn't look familiar, so I'll go ahead and set up that and go through that there. Cool.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, I think I'm all set then. I appreciate all your time today.
[AGENT][POSITIVE] OK, thank you so much for calling APL and I hope you have a good evening.
[CUSTOMER][POSITIVE] Thank you. I hope you do as well. Have a good one. Bye.
[AGENT][POSITIVE] Thank you. You too. Bye.