AccountId: 011433970860
ContactId: 3e33d040-b0f8-4ebf-b6ad-f81023952e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270380 ms
Total Talk Time (AGENT): 126125 ms
Total Talk Time (CUSTOMER): 54816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3e33d040-b0f8-4ebf-b6ad-f81023952e5f_20250129T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is [PII], and um.
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Yeah, I'm still here, [PII]. How can I help? Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII], and um I'm calling uh about the dental insurance that I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because I need.
[CUSTOMER][NEUTRAL] Um, some fillings done on my teeth, but my insurance doesn't cover it.
[AGENT][NEUTRAL] All right, let's take a look, [PII]. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I don't, I don't know my policy number.
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] What state do you live in, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me see if I can find you by name here just a second.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, thank you, [PII] and then if you could just verify with me please um the address that we should have on file for you.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Alright, and the [PII], that's still a good email for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much. OK, let me pull up your plan type and see.
[AGENT][NEUTRAL] What's covered here, just a second.
[AGENT][NEUTRAL] OK. Thank you for your patience on that. So I do have this pulled up. Um, it does look like the plan that you have with us is just for basic and preventative. So, um, fillings generally aren't covered underneath of that. Were you wanting to change the plan maybe or?
[CUSTOMER][NEUTRAL] Yes, can I change the plan?
[AGENT][NEUTRAL] Um, so any changes since the enrollment is through your employer, any changes on your plan would need to go through the actual employer.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So I would reach out to them and see if that's an option.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because in the little booklet that they gave us, that is, that's basically all I see is the basic.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean, depending upon, I mean under this plan there's some, um, you know, repair work that is done like extractions, um, different things, but if your specific dentist that you went to, um, has already called us and checked the plan and told you it's not covered, then they're absolutely, uh, you know, based off of the coding, then they would definitely know. um.
[AGENT][NEUTRAL] Yeah, I don't know if you would have to check with the employer [PII]. I'm sorry I don't know if they're offering a different plan or anything like that. I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK. OK, thank you.
[AGENT][POSITIVE] Yeah, my pleasure. Take care.
[CUSTOMER][NEUTRAL] You too bye bye