AccountId: 011433970860
ContactId: 0c017406-e47b-47fb-8ac5-55dd8fcd741c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108059 ms
Total Talk Time (AGENT): 50270 ms
Total Talk Time (CUSTOMER): 48519 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0c017406-e47b-47fb-8ac5-55dd8fcd741c_20250604T15:38_UTC.wav
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[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] Yes, um, I was calling today because, um, I went in Monday to get a cleaning done on my teeth, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they, they, I guess they want me to have a um.
[CUSTOMER][NEUTRAL] Uh, uh, I don't know, it's a technical term for I don't know, but it's actual a deep cleaning is what they recommended.
[CUSTOMER][NEUTRAL] And they said there was a waiting period for me to get a deep cleaning. I think she said a year, and I'm already a year out for cleaning. So I was trying to say is there any way we could bypass that so I go get a cleaning done or is there any other options for me?
[AGENT][NEUTRAL] Unfortunately, no, if there is a waiting period, um there is no option to be able to bypass that. um I will say I would have them reach out to us if they haven't already, uh, to confirm that procedure, um, because for any and all of our policies that do have a waiting period, it would only be for major expenses. So, um, to my knowledge, uh, there's not many cleanings that would be considered major.
[AGENT][NEUTRAL] Um, so I would have them get with us. Uh, we do talk to providers all the time, uh, just to confirm that that information is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What what is what amount is considered a major expense?
[AGENT][NEUTRAL] It's not necessarily the amount um it's going to be specific what they use as procedure codes um those specific procedures not amounts.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. Um, I, I'll reach out to them so they can give you a call back and uh.
[CUSTOMER][NEUTRAL] Maybe we can figure something out.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Of course, thank you. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too.