AccountId: 011433970860
ContactId: 72d6376e-ec82-470d-bbe6-de59c092c7f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213190 ms
Total Talk Time (AGENT): 93400 ms
Total Talk Time (CUSTOMER): 89537 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/72d6376e-ec82-470d-bbe6-de59c092c7f6_20250421T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I had called earlier. I don't know, I think I got disconnected, but I was calling to see um if my plan will cover an emergency.
[CUSTOMER][NEUTRAL] Then so um
[CUSTOMER][NEUTRAL] Procedure.
[AGENT][NEUTRAL] OK, I'm happy to check on your plan, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] I believe it's 02607283.
[AGENT][NEUTRAL] OK, thank you. Let me just pull this up here.
[AGENT][NEUTRAL] And do you have a good call back number just in case our line gets disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK, so this policy is a dental policy. Are we looking for medical benefits or dental?
[CUSTOMER][NEUTRAL] No, I'm looking for the dental. I have right now I have a um.
[CUSTOMER][NEUTRAL] A dental policy with you guys and it's like a preventive one but right now I have like a.
[CUSTOMER][NEUTRAL] Dental, somewhat of a dental emergency is the abscess, like, like an infection growing in my tooth and the dentist that the file in my tooth, so it's like it's just a whole bunch of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But they was telling me that they wouldn't be able, that with the plan I have, I wouldn't be able to cover the care that I need cause they have to take the file out, which they were sending me to a whole another person and then they still have to do the root canal too, and that's not included in my plan.
[AGENT][NEUTRAL] OK. So, yeah, and looking at your plan, [PII], like you have preventative and basic coverage, no major. So anytime that you have to have
[AGENT][NEUTRAL] Um, any sort of like oral surgery or any of that, that's all considered major work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So the plan that you have with us, unfortunately does not cover any of that.
[CUSTOMER][NEUTRAL] OK, so there's nothing I can do to, even if it's like an emergency?
[AGENT][NEUTRAL] Um, I mean, it's up to them as far as if they're going to, you know, work something out with you as far as like payments or whatnot, but there's no sort of allotment in the plan for like emergency services or, you know, unfortunately, it would be denied because it's just not covered. Now, whether or not
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your employer offers like another level on the dental through us. I unfortunately would know you could always check with your employer to see if you have an option for a different dental plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Is there anything else I can do for you?
[CUSTOMER][POSITIVE] Um, no, um, you, you've definitely been helpful. Thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.