AccountId: 011433970860
ContactId: 31896e34-a7b8-4c2f-baa1-0a2efcd713e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221259 ms
Total Talk Time (AGENT): 101455 ms
Total Talk Time (CUSTOMER): 84368 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/31896e34-a7b8-4c2f-baa1-0a2efcd713e7_20250123T17:08_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling to ask about uh what was going on with my, my dental insurance because my daughter was trying to go to the dentist.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they, they were saying that.
[CUSTOMER][NEGATIVE] They wouldn't cover it or something. It was just for cleaning.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, I'll be happy to check that for you, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, and would that be the payer ID?
[AGENT][NEUTRAL] No sir it's gonna be the ID number or policy certificate number.
[CUSTOMER][POSITIVE] Oh yes ma'am, I got it.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 81
[CUSTOMER][NEUTRAL] 772.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII]. And do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] OK, my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now what about your email and phone number, please?
[CUSTOMER][NEUTRAL] Uh, email is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] All right. So for your dental coverage,
[AGENT][NEUTRAL] This is a limited dental plan. It does not cover any major procedures. It does cover your cleanings, it does cover your x-rays, your exams.
[AGENT][NEUTRAL] Um, it would cover fillings, simple extractions, and then your more extensive X-rays, but no major procedures are covered like oral surgery.
[AGENT][NEUTRAL] Or root canals or crowns or bridges.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes man, well, my, it's, it's actually my ex-wife, but I have my daughter on Brenna tonight. She's on there, but she said, she said she took her to get a cleaning, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] He was told it wasn't covered and told that y'all the APL was trying to get in touch with me or something.
[AGENT][NEUTRAL] Hm, let me take a look and see.
[AGENT][NEUTRAL] I don't show any notes of that in our system.
[AGENT][NEUTRAL] Was that today that she went?
[CUSTOMER][NEUTRAL] OK. Well, I
[CUSTOMER][NEUTRAL] I, I, it was, it may have been a day last week or something. She just texted me about it, uh, the other day. I meant to call yesterday, but I, I'll just text her and said that she should be tell her she should be good to go.
[AGENT][NEUTRAL] She should be good to go. Your policy is active and I, I
[AGENT][NEGATIVE] I have no clue what they're talking about, to be honest with you.
[CUSTOMER][NEUTRAL] OK, well, uh like I said I.
[CUSTOMER][NEUTRAL] I'll shoot her a text and let her know.
[AGENT][POSITIVE] Yes sir, please tell her it's covered um and if they have any problems, the providers can call us, we'll be happy to.
[AGENT][NEUTRAL] Give them benefits and elig you know, telling them that your policy is active.
[CUSTOMER][POSITIVE] All right, that'll work.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] No, thank you for calling APL Mr. [PII]. I hope you have a wonderful day and stay warm.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye you too bye.