AccountId: 011433970860
ContactId: 9385bd3f-2222-444b-b068-ade15b9d2f8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197770 ms
Total Talk Time (AGENT): 99050 ms
Total Talk Time (CUSTOMER): 90550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9385bd3f-2222-444b-b068-ade15b9d2f8c_20250127T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and I already have the medical insurance through Surge um for the medical, and I just had a question about the dental. Um, I have already had all my extractions done, but I have to have this, uh, surgery to scrape the bone on the bottom, on my bottom, uh, gum.
[CUSTOMER][NEUTRAL] To be able because it wasn't done when I had my extraction like 7 years ago. So I've never been able to wear my bottom plate. And I was wondering if the dental covered that and helped with coverage of a new set of dentures.
[AGENT][NEUTRAL] OK. So you do have a dental policy, Ms. [PII], with APL or you do not?
[CUSTOMER][NEUTRAL] No, I do not. No, I do not. But I was wondering if it covered what I needed done since I don't, I, I have dentures, period. I don't have any extractions or anything that needs to be done. Just a surgery to scrape the bones so I can properly get a fitted set of dentures, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That I can actually wear.
[AGENT][NEUTRAL] OK, so to find out about the dental options that are available to your employer, Ms. [PII], you would need to speak to someone with benefits and a card. You said that you're employed through Serge is that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did and they transferred me to you. I, I did and they sent me to you.
[AGENT][NEUTRAL] Who did you speak with? Yes, ma'am. Who did you speak with? OK, I'm not sure why [PII] transferred you since you do not currently have a policy with APL.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] Yeah, she, yeah she was like well they don't cover extractions and this and this and this and I'm like, oh what would be the point of having dental insurance?
[CUSTOMER][NEUTRAL] But she was like I don't know let me transfer you you can ask them.
[AGENT][NEUTRAL] Um, yes, ma'am. I'm sorry that you, she connected you over without having a policy.
[AGENT][NEGATIVE] I'm unable to quote benefits for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now I can tell you that neither of the plan options would cover any type of major services.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] There's no benefits for major coverage or major services. Any category that would fall under major, um, any of our plans does not cover that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know what they would consider and I don't, I, I was gonna say I don't even know what they would consider major.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, ma'am. And again, without having a policy issued, I can't, you know, I, I, I can't say either way. I can just tell you that I do know that on these policies, it does neither of the policies that I'm aware of for your company that you're employed with have major
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Coverage benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. Is there anything else, Ms. [PII], that I could help you with today?
[CUSTOMER][NEUTRAL] Mm, no, ma'am.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope that you have a nice afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.