AccountId: 011433970860
ContactId: b570d370-5755-42bd-bf5d-f82300106bf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220309 ms
Total Talk Time (AGENT): 117179 ms
Total Talk Time (CUSTOMER): 69338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b570d370-5755-42bd-bf5d-f82300106bf9_20250514T12:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I was calling to see what kind of uh coverage do I have on the dental. I went to the dental office yesterday and they wanna do a crown of my tooth, but it's not covered, so.
[CUSTOMER][NEUTRAL] I was wondering what type of procedures do I have covered under this insurance?
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have your policy number? I can pull it up.
[CUSTOMER][NEUTRAL] Yes, sir, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the dental is 02612672.
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][NEUTRAL] It might have of it something like that.
[AGENT][NEUTRAL] No worries. Uh, can I grab your first, last name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is [PII] [PII]?
[AGENT][NEUTRAL] Thank you. And then lastly, I need to verify please your address and email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said, and my email address is [PII].
[AGENT][POSITIVE] Thank you so much. OK, so let me.
[AGENT][NEUTRAL] All right. So it looks like the plan that you have um has preventative coverage at 100% covered. Preventative, of course, is your like cleanings, X-rays, things of that nature. And then you have basic. So your plan is preventative and basic coverage only. Basic expenses are like simple extractions and fillings. Things like crowns and
[AGENT][NEUTRAL] Um, things like that, those are considered major, and that's why it's not covered under your plan.
[CUSTOMER][NEUTRAL] OK, they were saying that, uh, yesterday I was just so I can get my tooth filled but I can't get a crown on it and they can clean it, clean my teeth because they say I need to clean too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah, absolutely. So you have um preventative, which is like a cleaning or X-rays, and that's covered at 100%. And then basic expenses are covered at 80% and you would pay 20%. And so, yeah, that would be for like a filling or what they call a simple extraction, like pulling a tooth, uh, where you don't need to have any sort of like surgery or anything like that to remove the tooth.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, OK, yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Yeah, those are, those would be your coverage and as far as you know, I don't know you could always check if you wanted to uh with your employer to see if they offer a higher level of coverage if that's something you wanted to look into, but that would be a question for your employer.
[CUSTOMER][NEUTRAL] OK. All right, yes, ma'am.
[AGENT][NEUTRAL] All right. Anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's all, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye, no more.