AccountId: 011433970860
ContactId: 0af39c91-7d00-432c-b2ef-a4d2cf4d1385
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200410 ms
Total Talk Time (AGENT): 105400 ms
Total Talk Time (CUSTOMER): 49769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0af39c91-7d00-432c-b2ef-a4d2cf4d1385_20250114T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm just calling to see what kind of plan I have because I just tried to schedule a dentist appointment and they say that it's a co-pay plan or something, so if it's not like helping me with, you know, getting dentist appointments, I think I wanna cancel it.
[AGENT][NEUTRAL] Hm, OK, let's take a look at it. What's your policy number? Do you have that?
[CUSTOMER][NEUTRAL] Yes, it's 02543451.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if I could please verify the first name, last name, and date of birth on the policy.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and then if I could also just get the address we should have on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me pull up the plan here. Give me just a second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So, um, it looks like the dental plan that you have, um, it is pretty basic. It covers 100% of any sort of preventative expenses, so that would be, um, your cleanings, X-ray, you know, things like that that you have every twice a year. Cleanings are covered at 100%. It's gonna cover any sort of X-rays, 80% and basic expenses.
[AGENT][NEUTRAL] Um, basic expenses would be like a filling, something like that, but if you needed something like crowns, root canals, oral surgery, things like that, unfortunately are not covered under the plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I should still be able to schedule a cleaning with it?
[AGENT][POSITIVE] Yeah, you should definitely be able to have just your routine cleaning exam um twice a year, and that's all covered at 100%.
[CUSTOMER][POSITIVE] OK, yeah, because I just tried and they was saying, so hopefully I think she's gonna give me a call back so hopefully she gets it figured out.
[AGENT][NEUTRAL] OK, yeah, I mean, if they, they can always contact us to verify like the benefits and what type of plan it is um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, I mean you should be able to go anywhere like you're not required to be like in quote unquote like a network to use the plan.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, so hopefully she gets it figured out and give me a call back. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, my pleasure. You have a good rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright bye bye.