AccountId: 011433970860
ContactId: ac797707-4ec5-439f-88f9-e170dc2660d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177080 ms
Total Talk Time (AGENT): 64358 ms
Total Talk Time (CUSTOMER): 55751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ac797707-4ec5-439f-88f9-e170dc2660d6_20250321T12:53_UTC.wav
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[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yes, I'm calling to see how much uh dental coverage do I have.
[AGENT][NEUTRAL] Dental cover. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, it's 02.
[CUSTOMER][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] For a
[CUSTOMER][NEUTRAL] 56.
[AGENT][NEUTRAL] 56 OK.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can you verify your date of birth, your mailing address and email address for me please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My, you said my email and my address?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, thank you for that information and did you say you had questions regarding your dental policy?
[CUSTOMER][NEUTRAL] Oh yeah, I just, how much will it cover?
[AGENT][NEUTRAL] Oh, how much does it cover? OK, I have that information for you, so.
[AGENT][NEUTRAL] Under your dental policy, it covers preventive at 100% uh preventive would be like your cleanings, your x-rays, exams, and then it covers your basic service says at 80% and under your policy it's pretty much like if you had to get a tooth filled like restorative type services and there's also one extraction code that's covered under your basic. There's no major coverage under your policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So it's like you said like a week now.
[AGENT][NEUTRAL] Yeah, Root canal is major, so that would not be covered under your policy.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Alright, and how long did you that before?
[AGENT][NEUTRAL] How long have you had the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] Oh, alright.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] All right, [PII], did you have any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Uh, no, not at the moment.
[AGENT][POSITIVE] OK, alright, well thank you for calling um APL. Have a good day, OK?
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye bye.