AccountId: 011433970860
ContactId: 55679944-119c-4f08-b594-85d94ea0bfd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146800 ms
Total Talk Time (AGENT): 5850 ms
Total Talk Time (CUSTOMER): 97551 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/55679944-119c-4f08-b594-85d94ea0bfd1_20250613T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I was calling about my, the other day my dental, dentist's office called you all about uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Trying to see about what you pay for a cap.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, I might have to be done and y'all came back and said that you'd only pay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, $900 you, you'd only pay $500 and something dollars.
[CUSTOMER][NEUTRAL] 40%.
[CUSTOMER][NEUTRAL] And I was wondering why, how y'all got that conclusion.
[CUSTOMER][NEUTRAL] Um, I know you only pay 40%, but she explained to me it's different, um.
[CUSTOMER][NEGATIVE] Different sections of 40% like a 40% of of what they charge or 40% of what you think they should charge or something like that.
[CUSTOMER][NEUTRAL] And, um, the reason I'm calling it, she talked to 3 different people trying to get it paid a little bit better.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what y'all were gonna pay.
[CUSTOMER][NEUTRAL] And I, you see, I don't understand. I've had y'all, I think since [PII].
[CUSTOMER][NEUTRAL] And since that time,
[CUSTOMER][NEUTRAL] I've used very little, I mean, the only dental part pretty much I've used was the, the wellness thing, you know, the twice a year, you know, once you do the X-rays and do the, do the cleaning twice a year. I've had a couple of fillings over the years, but not that many.
[CUSTOMER][NEUTRAL] And I haven't had any extensive work done at all.
[CUSTOMER][NEUTRAL] I mean, I, most of the time I don't even have any fillings to be done because I try, I try to take care of my teeth very well.
[CUSTOMER][NEUTRAL] And I've done so for, for a very long time. I mean, I'm 60 years old and I have all my original teeth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I think it's a, it's a crown, not a cap. I think that's what it was, a crown, they call them.
[CUSTOMER][NEGATIVE] So could you explain to me why you're only paying $500 something dollars and I got to pay $1000?
[CUSTOMER][NEUTRAL] When, um, like I said, I have barely used very little year benefits throughout the years.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Anybody there?