AccountId: 011433970860
ContactId: a12b71e8-151e-4307-8880-ca596b18ce9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259630 ms
Total Talk Time (AGENT): 141783 ms
Total Talk Time (CUSTOMER): 75719 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a12b71e8-151e-4307-8880-ca596b18ce9e_20250307T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. I was calling to see um.
[CUSTOMER][NEUTRAL] Why, what all does my uh dental insurance include? Does it pay for any partials?
[AGENT][NEUTRAL] Sure we could take a look at your dental policy and uh those benefits, see if partials are covered um [PII] really quick if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, it's 01983897.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, that would be [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] All right, thanks for verifying that. That's a really cute email. Alright, give me just a moment and I will get this pulled up.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so for this policy, uh, [PII], um, it doesn't look like partials are going to be covered, um, this is a very basic plan, it only has coverage for uh preventative or basic expenses. There's no major coverage on this policy.
[CUSTOMER][NEGATIVE] So like what, what, what does it cover then? Cause if it don't cover anything that I need then I'm, I'm wasting money.
[AGENT][NEUTRAL] Sure, and you can always go uh ask your employer if they offer a different sort of uh package or plan uh for dental this one again it's just going to be simply preventative, uh, like cleanings and just regular exams and such um X-rays and then uh basic which is going to be more like um oh goodness there are so many different ones um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like fillings, uh, things like that.
[CUSTOMER][NEUTRAL] You mean feelings?
[AGENT][NEUTRAL] Yes, but there's not going to be any sort of major coverage. So, uh, crowns, partials, uh, things like that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so then do I need to tell you to cancel that or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No ma'am, um, if you wanted to cancel it, it would be through your employer, um, and again if you also wanted to um I can send you a copy of the policy so you can see exactly what is and is not covered if you'd like, um, and then from there you can get with your of course then you can get with your employer, see if they offer anything uh different, um, and then of course you know if not you can make that educated choice if you decide this plan isn't for you um they can get that canceled for you.
[CUSTOMER][POSITIVE] Yeah, that'll be perfect.
[CUSTOMER][POSITIVE] Mm, OK, alright, thank you.
[AGENT][NEUTRAL] OK, um, did you want me to just email this policy to you, [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, send it to me in the mail cause then I need to show it to my, my, yeah, my dentist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Of course all right and your dentist is also more than welcome to call us and request copies of the benefits as well. Uh, we can fax them, uh, straight to providers so they can get it really quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes ma'am, did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.