AccountId: 011433970860
ContactId: 804a31e7-55a7-4668-8481-846d44dd993a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138009 ms
Total Talk Time (AGENT): 67948 ms
Total Talk Time (CUSTOMER): 57821 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/804a31e7-55a7-4668-8481-846d44dd993a_20250611T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I was calling about coverage because I was trying to make an appointment for a dental, uh, dental appointment, and the lady was telling me I had to leave a $50 deposit to make a, a dental appointment. Is that accurate?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so our policies don't work like that. Um, I'm not sure if that might be something with that particular provider, but no, you, none of our, uh, dental policies have any sort of co-pays or anything.
[CUSTOMER][NEGATIVE] Right, and that's what I was trying to tell the lady so she act like she started being racist with me, but that's the only dentist that's in my area.
[AGENT][POSITIVE] Sure if you want I would have them give us a call um so that we can explain how our policies work. So that you don't have to be stuck in the middle and they can get that information directly from us.
[CUSTOMER][NEUTRAL] Can I give you the dental dental number so I can so you can clarify that with her because she she.
[AGENT][NEUTRAL] Um, I cannot call.
[AGENT][NEUTRAL] I can't call them unfortunately but the providers are more than welcome to give us a call.
[CUSTOMER][NEGATIVE] I, ma'am, I tried to go through that with her and she didn't want to hear that with me. She kept hanging up on me.
[AGENT][POSITIVE] Oh goodness, I would try going there in person then and it if it's easier.
[CUSTOMER][POSITIVE] And she, she's she's a, she, she's good.
[CUSTOMER][NEUTRAL] She's a dentist in your network.
[AGENT][POSITIVE] If it's easier you can go there in person and then give us a call and then we maybe put us on speaker or hand them the phone and we can speak to them that way whatever is easier.
[CUSTOMER][NEGATIVE] I, I tried that, man, like, like it, like they don't wanna talk to me.
[AGENT][NEUTRAL] I'm sorry then you might have to look for a different one. I'm not sure.
[CUSTOMER][NEUTRAL] So like it's uh how can I ask how
[CUSTOMER][NEGATIVE] I mean, can I send an email? How, how can I escalate it because like if they're part of your providers, I hate to see how the rest of your providers act like I really need dental. Like I'm paying for dental insurance and I can't get to a dentist.
[AGENT][NEUTRAL] Sure, I, I understand your frustration. I do apologize, um, again I'm not sure that could be something with that particular provider's office, um, but yeah, uh, I mean, and again, most of our policies you should be able to take most places, um.
[CUSTOMER][NEUTRAL] Well, then when I tried to explain to her I had APO, uh, dentist, she was like, I never heard of that.