AccountId: 011433970860
ContactId: 93d16b18-1095-419a-9ed8-db8324e3d095
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299540 ms
Total Talk Time (AGENT): 156950 ms
Total Talk Time (CUSTOMER): 123954 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/93d16b18-1095-419a-9ed8-db8324e3d095_20250401T16:57_UTC.wav
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[CUSTOMER][NEUTRAL] of the
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I was trying to see. I got a, I got a, uh, you know, I'm on y'all dental plan and I was trying to see how much my copay would be to go to the dentist.
[AGENT][NEUTRAL] Do you have your policy number? I can take a look.
[CUSTOMER][NEUTRAL] OK, hold on, let me, let me put it I got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I got it right here.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh man, I got a new policy number though. Hold on man.
[CUSTOMER][NEUTRAL] Yeah, hold on one sec. They gave me a new number. I forgot, uh, I gotta sign it real quick.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, it's uh 228-1982.
[AGENT][NEUTRAL] OK, let me pull that up here. Give me just one moment.
[AGENT][NEUTRAL] And can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I need to verify please your date of birth and or excuse me, your address and email address.
[CUSTOMER][NEUTRAL] Uh, my uh address I got on file is [PII].
[CUSTOMER][NEUTRAL] [PII] and uh.
[CUSTOMER][NEUTRAL] What you said the other one was what you said, uh, what else?
[AGENT][NEUTRAL] Uh, the, the email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. OK, so.
[AGENT][NEUTRAL] Let me take a look and see.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, so if you're looking to go just for a routine cleaning, your plan covers that at 100%. So you shouldn't have any sort of out of pocket cost for any sort of preventative care.
[AGENT][NEUTRAL] Um, basic care is covered at 80% and major is 40%. So major would be things like crowns, root canals, any sort of oral surgery. Basic would be any sort of filling or things of that nature.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, they, they probably just gonna do like, uh, X-rays and stuff. Oh, they probably gonna do something, uh, you know what I'm saying, this is my first visit. So I don't know what they're gonna really do like probably gonna clean them and uh tell me what they could do to fix it. So I don't know, I don't know how they do that. I don't know, but, uh, that's why I was trying to figure out. The lady told me to call y'all and see what my co-pay will be, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] That's what I was trying to see, but they, I ain't, they ain't gonna hardly do no, no feeling or nothing like that they, they just gonna probably do X-ray and see what they had to do, you know, to my mom.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so, right, so your preventative expenses are covered then at 100.
[AGENT][NEUTRAL] And X-rays and that are covered at 80%. So,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Uh, um, the dentists themselves can call us for a breakdown as far as what's covered and what the plan is going to pay. We don't have any way of knowing what that dentist is gonna charge, and so what you would be responsible for, you know what I mean?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I was thinking with the lady told me to call. I, what I'm gonna tell you, I don't know what to tell you, but OK, I got you when I get there.
[AGENT][NEUTRAL] Yeah, I mean, we, yeah, I mean like we don't have any way of knowing what they're gonna charge you, but from what it sounds like, it sounds like you're going in for like a consultation, a preventative type exam to see kind of what's going on. So if that's the case, then that should be covered at 100%. Um, but again,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The dentist can call us and get this breakdown, we can send to them and they should be able to give you an exact cost if you're gonna have any sort of major work done.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, OK, OK, that's what I was trying, that what I was just saying. I don't know why she telling me to call. I don't know. I don't even know what they're gonna do, but OK, I appreciate that though. I appreciate it.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] So hopefully that helps if you, yeah, if you have any other questions or concerns, feel free to give us a call back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye bye.