AccountId: 011433970860
ContactId: 63b59764-63b1-4841-bdd9-20adaffdcb44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405299 ms
Total Talk Time (AGENT): 195361 ms
Total Talk Time (CUSTOMER): 121206 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/63b59764-63b1-4841-bdd9-20adaffdcb44_20250115T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, so I was calling because I have a question about my benefits.
[AGENT][NEUTRAL] OK, we could take a look at your benefits. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, not currently on hand.
[AGENT][NEUTRAL] Uh, OK, I can start using your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] I'm sorry, it, it cut out. Could you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, it was [PII].
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] 3. OK, sorry, it's cutting out there pretty good. Give me just a moment.
[AGENT][NEUTRAL] Alright, OK, just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] It's my [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you so much for verifying that information. Alright, and what kinds of questions did you have for me, [PII]?
[CUSTOMER][NEUTRAL] Well, I just went to the dentist to get a tooth pulled.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And they're saying that it is not covered.
[AGENT][NEUTRAL] OK, for an extraction.
[AGENT][NEUTRAL] You said this was for an extraction keg?
[CUSTOMER][NEUTRAL] Yes, and they're saying that it was not covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, give me just a minute, let me get this pulled up here. I think on this kind of policy, there is one kind of extraction that is covered.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so this plan only has preventative and basic expenses covered. There's no major coverage, so the only extraction that would be covered, it's a very particular code, um, so it would really depend on if that was the situation that they would deem necessary, uh, this one specifies for an erupted tooth or an exposed root.
[AGENT][NEUTRAL] Elevation and or use of uh forceps.
[AGENT][NEUTRAL] For the removal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you already have the extraction done?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, I don't know, did they give us a call to go over your benefits? They did OK, so then we would have told them that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And from, from what I understand it would have been a simple extraction.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Couple shots in the gun, yanked the thing out, and they're saying it's not covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, so I would imagine they were told this that this was the only kind of extraction that would be covered, so it's possible that this is just not the one it might require something a bit more, um, and that's why it would not be.
[CUSTOMER][NEUTRAL] That's the only thing y'all cover on the dental plan?
[AGENT][NEUTRAL] For your dental plan, uh, it's preventative and the basic expenses.
[CUSTOMER][NEUTRAL] Is there any other plans that you offer? Because I've had shooting pain in my jaw for 2.5 days. I finally go to the dentist, saying that I've got all the benefits. I see an extraction.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] It's covered by the basic.
[AGENT][NEUTRAL] So it would really depend on what your employer offers [PII] if they have uh other plans that we offer, I would get with them as soon as you're able to to see what your options are.
[CUSTOMER][NEGATIVE] Because at this point, it's why even bother having dental.
[AGENT][NEUTRAL] Right, uh, this particular plan, as I said, is strictly for preventative and basic, um, so again I would get with your employer like maybe the HR department and see if they have any other options for like upgraded plans.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Gonna be the same
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] All right, did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, that was it. I just discovered that uh.
[AGENT][POSITIVE] Alright sir there's not more I could do to help.
[CUSTOMER][NEUTRAL] At this point, dental insurance, even though my mouth is shot, I finally started taking proactive steps to.
[CUSTOMER][NEGATIVE] Start messing with it. Come to find out that something that's listed as being covered ain't covered.
[AGENT][NEUTRAL] I understand if there's confusion you can definitely ask them to give us a call back to review this one extraction that we do cover to see if that's possible at all.
[CUSTOMER][NEUTRAL] Uh, because at this point.
[CUSTOMER][NEGATIVE] I'd be better off just
[CUSTOMER][NEUTRAL] Drinking half a bottle of whiskey and getting a pair of pliers and yanking it out myself.
[AGENT][POSITIVE] Oh goodness, don't do that, but I know that feeling. I know exactly what you mean.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] I know it's not your problem. I'm just irritated. I'm in pain.
[AGENT][POSITIVE] No, you're perfectly fine. I understand.
[CUSTOMER][POSITIVE] All right, uh, you have yourself a wonderful day, and
[AGENT][NEUTRAL] You too [PII] sorry there's not more I could do to help. I would give them a call back the provider, it's worth a shot, have them call back, say that you know we told you that there is one kind of extraction that's covered. We'll go over it with them to see if there's any way they might be able to use that method instead. Um, if not, I mean I would still recommend getting a hold of your employer, uh, to check on different dental plans as well to see if they have upgraded ones through us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well I hope you have a great rest of your day, [PII] thank you.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye