AccountId: 011433970860
ContactId: b105a66c-5b43-49c6-8a8a-da1546e7208b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178160 ms
Total Talk Time (AGENT): 80188 ms
Total Talk Time (CUSTOMER): 64814 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/b105a66c-5b43-49c6-8a8a-da1546e7208b_20250520T12:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, sir. I'm trying to take my.
[CUSTOMER][NEUTRAL] Oh, what all I got on my job. So I went to the gym yesterday and they saying.
[CUSTOMER][NEUTRAL] I couldn't do certain things. I don't know.
[AGENT][NEUTRAL] Hm, OK. Let's take a look. What is your policy number? Do you by chance have that?
[CUSTOMER][NEUTRAL] Um, the, uh, the pay ID uh the policy number is 0202607024.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you so much. And then for verification, can I get your name and date of birth?
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, I just need to verify your address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, the dental plan that you have has basic and preventative coverage on it. Uh, there's no major coverage. So that means that crowns, dental surgery, um, things like that are not covered under your plan. It would be cleanings, X-rays, and simple extractions, a filling, things of that nature.
[CUSTOMER][NEUTRAL] So, OK, I didn't know because it's the only plan they showed me I signed up or signed up for it. Well I know I had to get a stretch and I do need to get my teeth cleaned.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] And that was something else.
[CUSTOMER][NEUTRAL] Well, OK, uh, I was trying to figure out what all um.
[CUSTOMER][NEUTRAL] What I already covered.
[CUSTOMER][NEUTRAL] You know, but, um,
[CUSTOMER][NEUTRAL] I know I gotta get distractions. I know that my teeth clean.
[CUSTOMER][NEUTRAL] And I think
[CUSTOMER][NEUTRAL] I think that's basically it.
[AGENT][NEUTRAL] So, the plan, yeah, I mean, the plan has like a simple extraction on it. Um, and you do have cleanings that are covered at 100% underneath the dental plan. So it's really just major services that are not covered. Um, and like I said, that would be like oral surgery, crowns, things a little bit more detail-oriented.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I was trying to figure it out cause she was telling me um.
[CUSTOMER][NEUTRAL] She was trying to spank me with all the cover.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't know what
[CUSTOMER][NEUTRAL] But I don't know I gotta get my teeth cleaned.
[CUSTOMER][NEUTRAL] And now I gotta get a deeper stri.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] So, I'm good with that.
[AGENT][POSITIVE] OK. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] Bye bye.