AccountId: 011433970860
ContactId: cf6bc91c-3245-468e-bcb8-eba7d2bcc891
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509420 ms
Total Talk Time (AGENT): 148543 ms
Total Talk Time (CUSTOMER): 129504 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/cf6bc91c-3245-468e-bcb8-eba7d2bcc891_20250506T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. I was calling about the, uh, checking on my dental, um.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] OK, [PII], I can help you with your dental benefits. Can I please get your number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] It's 02504688.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], I'm gonna need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] The one that you have on the policy is [PII], and the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, [PII]. I appreciate you verifying your policy for me. OK, so let me look up your benefits real quick so I can help you with those.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] It's gonna be just a second while I pull them in.
[CUSTOMER][NEUTRAL] What up, [PII]?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, what questions did you have for me today, [PII], for your benefits?
[CUSTOMER][NEUTRAL] Well I was calling, I was calling about uh making sure that it was gonna cover for my uh son and my daughter to get their wisdom tooth cut out, taken out better.
[AGENT][NEUTRAL] Let me check real quick.
[AGENT][NEUTRAL] OK, so this is just to verify your benefits, it's not a guarantee of payment, uh.
[AGENT][NEUTRAL] That is considered major oral surgery, and that's not included in your policy. You have um preventative and basic.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And basic restorative in your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So it wouldn't cover, it wouldn't cover them getting their wisdom teeth taken out.
[AGENT][NEUTRAL] No, sir, you do not have major um benefits on your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, when I.
[CUSTOMER][NEUTRAL] You like.
[CUSTOMER][POSITIVE] I'm on the phone with this uh gentle lady right here.
[AGENT][NEUTRAL] Is that everything I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Because she, I'm talking to her about making sure that y'all was gonna be able to get their, their wisdom tooth taken out. She said that's not on the major.
[CUSTOMER][NEUTRAL] Uh, on the major, uh, insurance.
[CUSTOMER][NEUTRAL] Since you just got the preventative.
[CUSTOMER][NEUTRAL] Is that what you just did?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, sir.
[CUSTOMER][NEUTRAL] Yeah, you still there?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] OK, and you said it wasn't gonna cover the major, that's a major, uh, sur uh surgery.
[AGENT][NEUTRAL] Yes, you just have preventative and basic coverage on your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You say again.
[CUSTOMER][NEUTRAL] Alright, just pre preventive and basic coverage.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what are the what are the basic covers?
[AGENT][NEUTRAL] What does the basic coverage cover? Is that what you're asking me?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, yes, uh-huh.
[AGENT][NEUTRAL] It covers things like um.
[AGENT][NEUTRAL] Fillings.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Films,
[AGENT][NEUTRAL] X-rays, fillings, films, uh,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] It covers cleaning.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Space maintainers for children under [PII].
[AGENT][NEUTRAL] I can send you um.
[AGENT][NEUTRAL] A copy of your policy so you could read it over if you would like.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you, would you like for me to send that to your email?
[CUSTOMER][POSITIVE] Uh, yes, you can do that.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that email ready and I'll be right back sir.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for holding for me, [PII], I've got that fax back on its way to you now with your dental benefits attached to an email.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, no, ma'am, that'll be all.
[AGENT][POSITIVE] OK, you take care and thanks for calling APL sir.
[CUSTOMER][NEUTRAL] That'll be all.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're welcome bye bye sir.
[CUSTOMER][NEUTRAL] Alright bye bye.