AccountId: 011433970860
ContactId: 8f25a8a1-d098-4284-91ae-052a05dc4b88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238639 ms
Total Talk Time (AGENT): 99531 ms
Total Talk Time (CUSTOMER): 93232 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/8f25a8a1-d098-4284-91ae-052a05dc4b88_20250204T23:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and uh I was at the dental office.
[CUSTOMER][NEGATIVE] And they was telling me that I have to wait a year.
[CUSTOMER][NEUTRAL] I thought to get service.
[CUSTOMER][NEUTRAL] And my date on my card say effective [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean [PII], so why do I have to wait a year?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You shouldn't have to wait a year. Was it for something specific aside from
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Just a regular dental cleaning.
[AGENT][NEUTRAL] Yeah, I mean, there should not be any sort of weight as far as for a basic dental cleaning.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Well, could you check cause she was saying that she's looking on her chart that they were saying that I have to wait 12 months.
[CUSTOMER][NEUTRAL] To get a, uh, a free dental cleaning.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. What's the policy number? Do you have it?
[CUSTOMER][NEUTRAL] Uh yes, um, the policy number is 02566774.
[AGENT][NEUTRAL] All right, thank you for that. And then I just need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So the only waiting period on your plan is for like major expenses. That would be like oral surgery, endodontic, or periodontic. But a basic cleaning is considered preventative care and there's no waiting period.
[CUSTOMER][NEUTRAL] Could you send me an email confirming that? I mean, uh, showing that I don't have to wait a year?
[CUSTOMER][NEUTRAL] Cause they're saying that once they pull that policy number up, they're saying that it's effective.
[CUSTOMER][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 26.
[AGENT][NEUTRAL] Yeah, I mean if they called us for a breakdown, we would send them the breakdown and it shows that there's no waiting period for preventative so I'm just, I don't know where they got that information. Let me see.
[CUSTOMER][NEUTRAL] I said, uh,
[CUSTOMER][NEUTRAL] Doctor [PII] dental office.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Yeah, I don't.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean, I can email you what I'm looking at. It's basically a breakdown of the benefits. I don't know that, um, like the 2nd, 3rd and 4th pages, it's just a bunch of procedure codes so you wouldn't necessarily understand any.
[CUSTOMER][NEUTRAL] I wouldn't know what that is, so, so yeah, so you're saying that I can go get like a cleaning tomorrow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean they shouldn't, there's no waiting period and if they give you any other information, I mean you can call us right in front of them with us on the phone, we can verify, like I said, all that information.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK, well, that's what I'll do tomorrow then I go back tomorrow and I give you guys a call.
[AGENT][POSITIVE] All right, [PII], sounds good.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Yeah, you're welcome.