AccountId: 011433970860
ContactId: 83decd0b-e2c8-45e2-b24e-499896282895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190110 ms
Total Talk Time (AGENT): 65733 ms
Total Talk Time (CUSTOMER): 75174 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/83decd0b-e2c8-45e2-b24e-499896282895_20250611T16:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How are you doing?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Alright, I'm calling in regards to my uh.
[CUSTOMER][NEUTRAL] And then I'm plan.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] Oh Lord, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You really?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's 0234.
[CUSTOMER][NEUTRAL] 6809.
[AGENT][NEUTRAL] I'm sorry, get that to me one more time. 02.
[CUSTOMER][NEUTRAL] So, 0234.
[CUSTOMER][NEUTRAL] 6809.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address, and the email address for me, please.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK, OK, so [PII], mailing address is [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, so, um, my policy, I'm trying to figure out if I can uh add more to it or get a, uh, more of a coverage from it.
[AGENT][NEUTRAL] Uh, you have to contact UTBA. Oh, go ahead.
[CUSTOMER][NEUTRAL] Because I'm trying to get a wisdom tooth straight.
[CUSTOMER][NEUTRAL] I'm sorry, I'm I'm trying to get a uh.
[CUSTOMER][NEUTRAL] I wasn't too distracted and uh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] They said my insurance is only gonna pay.
[CUSTOMER][NEGATIVE] $100 on it and the product of cheese is gonna cost like $900.
[AGENT][NEUTRAL] OK. Uh, you have.
[CUSTOMER][NEUTRAL] Because I have to get sedated.
[AGENT][NEUTRAL] I understand. um, to verify any other coverage that may be offered through your group, you will have to contact UTBA.
[AGENT][NEUTRAL] Because your policy with our company just has a max that is payable and it pays by the usual customary and reasonable rate at your dentist's office. So that could be the max that's payable for an extraction.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So you said call UTBA and see if there's something different I can get?
[AGENT][NEUTRAL] Uh, they can verify if there's any other dental policies that are offered with your group.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] You know I love you I thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye you too.