AccountId: 011433970860
ContactId: 1200fae2-0b51-4744-b665-247210989296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349980 ms
Total Talk Time (AGENT): 150348 ms
Total Talk Time (CUSTOMER): 152790 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/1200fae2-0b51-4744-b665-247210989296_20250523T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was just talking to somebody that accidentally hung up on them.
[AGENT][NEUTRAL] Oh, that's me, it was me.
[CUSTOMER][NEUTRAL] See that wasn't you like
[AGENT][NEUTRAL] Yeah, it was me.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so, um, that's OK, no worries, um.
[CUSTOMER][NEUTRAL] I'm sorry, I.
[AGENT][NEUTRAL] Yeah, so like I was saying about the major expenses for the crown.
[AGENT][NEUTRAL] I've got your
[CUSTOMER][NEUTRAL] Yeah, I see that it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that what that means is, uh.
[CUSTOMER][NEUTRAL] So yeah, if I'm not covered.
[AGENT][NEUTRAL] Right. For that, you are covered for, there's no waiting period for your basic expenses and then like your cleanings, your exams, your x-rays. There's no waiting period for that, but starting [PII], that waiting
[CUSTOMER][NEUTRAL] I wasn't covered
[CUSTOMER][NEUTRAL] Does it cost money?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Does it cost money?
[AGENT][NEUTRAL] Well, so like your
[CUSTOMER][NEUTRAL] Any of that.
[AGENT][NEUTRAL] Your your cleanings and your exams are paid at 100%.
[AGENT][NEUTRAL] So, and then your X-rays and then basic expenses, those pay 80% after you pay a $50 deductible.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So, how many times can I get X-rays?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I know these dentists are constantly taking X-rays. I'm not sure what.
[CUSTOMER][NEUTRAL] Dosing me up with all that radiation.
[CUSTOMER][NEUTRAL] Every time I go to a dentist, they want to take X-rays.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, so for your X-rays, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Fighting.
[CUSTOMER][NEUTRAL] They call it bit wing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, bit wings.
[AGENT][NEUTRAL] Um, let's see, so for your bite wings, you can get those.
[AGENT][NEUTRAL] Um, you get one bite wing X-ray for 12-month period.
[CUSTOMER][NEUTRAL] OK, so that's like a bite wing means all of the teeth, right?
[AGENT][NEUTRAL] Uh, bite wings or just those back teeth.
[AGENT][NEUTRAL] Now there's a thing called like a, there's, yeah, there's like an, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, 5 fight means, yeah, the roll.
[AGENT][NEUTRAL] Just the molars and then like.
[CUSTOMER][NEUTRAL] What what about uh.
[CUSTOMER][NEUTRAL] What about um replacement? What do you call them, um.
[AGENT][NEUTRAL] So like implants.
[CUSTOMER][NEUTRAL] Um, not den the other implant.
[AGENT][NEUTRAL] OK. Yeah, Implants are not covered.
[CUSTOMER][NEUTRAL] Of course not.
[AGENT][NEGATIVE] Yeah, unfortunately, yeah, they're so they're very expensive, so.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that's why I'm gonna, I was hoping you covered some of it, you know, but, um, yeah.
[AGENT][NEUTRAL] Yeah, I understand.
[CUSTOMER][POSITIVE] But anyway, I'm, I'm good so I've got everything I need. I'm gonna send this over.
[CUSTOMER][NEUTRAL] And they're gonna probably, uh, what do their research or whatever they do to to to log that dental plan. I've got 3 of them that's and I don't know.
[CUSTOMER][NEUTRAL] How they work at because I've got one with uh neutral omahall.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I've got one with Delta Dental.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I don't know if you guys work together or how they do it.
[AGENT][NEUTRAL] Yeah, we'll we'll coordinate benefits um usually your, your, yeah, we'll, we'll coordinate, um, typically your employer plan is number one and then it follows from there so.
[CUSTOMER][NEUTRAL] Uh, if there.
[CUSTOMER][NEUTRAL] For me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, uh, let me call them and send this, uh, send this over, and, and I gotta get, there's two dentists. There's one that's a surgeon.
[CUSTOMER][NEUTRAL] And then there's the other one that's the dentist.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And so, uh, there's actually two different, uh, uh, places.
[CUSTOMER][NEUTRAL] So this one is uh.
[CUSTOMER][NEUTRAL] Does the, uh, implant.
[CUSTOMER][NEUTRAL] And they're also going to, the reason I ask is because I've got to have a
[CUSTOMER][NEUTRAL] Uh, wisdom tooth taken out, that's.
[CUSTOMER][NEUTRAL] I don't know. I thought actually I thought that was medical because it's surgery, right?
[AGENT][NEUTRAL] Um, it depends on how your, sometimes it is, it depends on your health insurance plan, but, um, extractions are covered under this policy, so.
[CUSTOMER][NEUTRAL] But they said
[CUSTOMER][POSITIVE] Yeah, it's covered 100%.
[AGENT][NEUTRAL] Uh, no, under this policy, it covers, um, let's see.
[CUSTOMER][NEUTRAL] 80%, right?
[AGENT][NEUTRAL] Uh, looks like that's considered trying to see what if it's considered major or basic. Hold on just a second.
[AGENT][NEUTRAL] OK, yeah, it looks like it's actually considered major, so it's, it'll be covered effective 71 of this year. The 12 months will be up.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] I see anything that's major is going to be July.
[AGENT][POSITIVE] Correct. Yes, that's right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Of this year.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right I appreciate your time.
[AGENT][NEUTRAL] OK. Anything else I can help with, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that was it. I think I covered everything.
[AGENT][POSITIVE] OK, well, I hope you enjoy your long weekend and um thank you for calling APL.
[CUSTOMER][POSITIVE] All right thank you much you have a good one.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.