AccountId: 011433970860
ContactId: 8bb1714d-40a5-4b9d-8ed3-0c96b3bc15af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241679 ms
Total Talk Time (AGENT): 115562 ms
Total Talk Time (CUSTOMER): 92388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/8bb1714d-40a5-4b9d-8ed3-0c96b3bc15af_20250312T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], this is [PII] um.
[CUSTOMER][NEUTRAL] I was just wondering uh.
[CUSTOMER][NEUTRAL] I got a plan with y'all to my place of work.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] It said that it would, yeah, in my paperwork, it said that you all covered.
[CUSTOMER][NEUTRAL] Uh, crowns, root canals and stuff like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I go to the dentist today and they say that y'all don't cover that stuff.
[AGENT][NEUTRAL] OK, yeah, we can get that policy pulled up and take a look at those benefits, see if those are covered. Um, I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes I do. It's uh.
[CUSTOMER][NEUTRAL] 02604614
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Thank you for verifying that. uh, last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's uh [PII] low caps.
[AGENT][NEUTRAL] Ha
[AGENT][POSITIVE] Yes, sir. Thank you so much for verifying that. All right, give me just a moment, let me get this pulled up.
[AGENT][NEUTRAL] All right, so yes, for this plan, [PII], it only offers preventative and basic coverage. There is no major coverage under this policy, and that would of course include crowns and root canals. Sorry.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] My, my question is how, how do I get that to upgrade then?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That would be through your employer you would have to see what they offer, as our plans are only through employers and groups, um, not individual policies so if they offer um a higher end uh dental plan, it would be through them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I gotta go through them to get that.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] All right, thanks a lot.
[CUSTOMER][NEUTRAL] No. Uh, what, what type of medical does this cover?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that was simply your dental policy. Let me see.
[AGENT][NEUTRAL] You do have a medical plan with us. It is a limited indemnity medical plan. Essentially what that means is it pays a set dollar amount per covered procedure or office visit. Um, it's different than traditional major medical, where there's no co-pays or deductibles. Um, and if you would like, I can send you a copy of that policy, so you can see what is and is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you would, if you would, anything that deals with my account, would you please send it to me please?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, as a matter of fact, it looks like this policy is brand new, so that should be on the way to you already.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yeah, you have a blessed day.
[AGENT][POSITIVE] You too thank you bye bye.