AccountId: 011433970860
ContactId: 51eaa39e-de88-495e-b1c7-cff2197d5a62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95000 ms
Total Talk Time (AGENT): 23359 ms
Total Talk Time (CUSTOMER): 68803 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/51eaa39e-de88-495e-b1c7-cff2197d5a62_20250224T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I got a uh email from a client who has APL, uh, with their, uh, at the group coverage, but he sent me an email that says, [PII], I had a dental checkup yesterday and they found I had a broken tooth. They stated that they can crown the tooth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my out of pocket would be about $420. Does APL have any part of the dental plan, which you don't have dental plan, but does APL cover?
[CUSTOMER][NEUTRAL] This would be in a dentist's office. Does it count as an outpatient?
[AGENT][NEUTRAL] Oh no, medical clothes and dental are different.
[CUSTOMER][NEUTRAL] OK, so no, no coverage for any dental claims, dental codes.
[AGENT][NEUTRAL] Well, I can look and see if they have a dental policy.
[CUSTOMER][NEUTRAL] No, they don't have a dental policy. No, no, I didn't know if it was a, you know, uh, something like this that maybe, you know, obviously not a cleaning or something like that, but a broken tooth is.
[AGENT][NEUTRAL] Oh, they don't? OK.
[CUSTOMER][NEUTRAL] You know something over and above, OK, so no, no, no coverage for dental claims.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, dental codes. OK, alright, very good, thanks for your help.
[AGENT][NEUTRAL] Now
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Um, I got a kind of a kink in my neck.
[AGENT][NEUTRAL] Sorry, I can't help with that.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Alright, alright, good, thank you though. All right, bye bye.
[AGENT][POSITIVE] Alright, have a great week. Bye-bye. Thanks for calling APU.
[CUSTOMER][POSITIVE] Thanks