AccountId: 011433970860
ContactId: e3bdbb5b-3a60-4804-917b-3c231da9f472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663919 ms
Total Talk Time (AGENT): 201806 ms
Total Talk Time (CUSTOMER): 265538 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/e3bdbb5b-3a60-4804-917b-3c231da9f472_20250124T21:34_UTC.wav
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[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hey how you doing, man? Hey, um, I was just calling because I wanted to get a little, a little bit more information about my, my dental plan, uh, so we may use.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can help you with your dental plan. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, uh, my name is [PII].
[CUSTOMER][NEUTRAL] As well.
[AGENT][NEUTRAL] OK, [PII], what is your phone number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[AGENT][NEUTRAL] OK thank you and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't, I don't have that on me this phone.
[CUSTOMER][NEUTRAL] Yeah, I don't have my policy number.
[AGENT][NEUTRAL] I can look it up with your social security number.
[CUSTOMER][NEUTRAL] OK. Yes, uh, yeah. My social security number is uh [PII] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if I need to repeat it or whatever cause um I I was thinking my phone number at first.
[AGENT][NEUTRAL] Yes, I saw that.
[CUSTOMER][NEUTRAL] As well.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] OK, [PII], what is your birthday?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email?
[AGENT][NEUTRAL] that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, so uh you need my address?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. Oh, it's uh [PII].
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEGATIVE] You don't cool, cool.
[CUSTOMER][NEGATIVE] Oh, I'm sorry, say that one more time. You, you're kinda breaking up, kinda breaking up.
[AGENT][NEUTRAL] I'm sorry, what is your email address?
[CUSTOMER][NEUTRAL] Alright, it's uh [PII].
[AGENT][POSITIVE] OK thank you
[AGENT][NEUTRAL] Verify all your information with me.
[AGENT][NEUTRAL] Alright, let me look
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Need to know about your dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so basically my thing is, um, when they said the filling, essentially the filling is, isn't really for like a chip too, is it like, or is it that just
[CUSTOMER][NEUTRAL] Like, um what, what kind of filling, just like a regular filling as far as if you had a cavity on the tooth.
[CUSTOMER][NEUTRAL] And it's just filling up the tooth or or does that cover like a chip tooth?
[AGENT][NEUTRAL] Right, that's
[AGENT][NEUTRAL] Uh, let me look at your policy.
[CUSTOMER][NEUTRAL] Because I wasn't, I wasn't 100% sure.
[AGENT][NEUTRAL] Yes sir, I understand.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at your policy and see what it states.
[CUSTOMER][NEUTRAL] Yeah, because if it's just the filling and like because essentially I'm trying to get like a 2 or 2 fixed or whatever, but if I'm not able to get that uh through that insurance or whatever, I'll probably drop the insurance plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, for that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It looks like, and this is just to verify your coverage, it's not a guarantee of payment. It looks like that you do have um benefits for resin.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] And for fillings.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's considered basic restorative. Let me see what your limitations are.
[CUSTOMER][NEUTRAL] OK. And, and like I guess I was kind of running kind said it said no crowns, I think.
[CUSTOMER][NEUTRAL] But, but then too, like, um, basically I got a chipped tooth or whatever, so I don't know if I'll probably need like a crown or or if I'm able to maybe get something in that line, but I don't think uh if it's just a feeling, I don't, I don't think a feeling will probably be it, but I'm, you know, I just wanted to kind of like kind of hear a little bit more about the policy to just to make sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because you know I don't know a whole lot but I know some, but, you know.
[AGENT][POSITIVE] Yes, sir. What I can do is
[AGENT][NEUTRAL] Yeah, what I can do is send you a copy of your um.
[AGENT][NEUTRAL] Your benefit breakdown so that you can see what's on there. And I'm not a dentist, so I don't know exactly what all it would take place to be able to fix your chi chip tooth. But you could call the dentist and ask them and see if it's on this list of benefits for you.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Right, got you, got you, um, what about to say are you are you open Saturday?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] You're not, OK, OK. What time do you close at [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The code at [PII]. OK, OK, cool, cool, that that's fine. Um, yes, so, um, I'll probably call you right back, um, this one, and then kind of get a little bit more information because, uh, I know you say you say you just do the fillings, fillings and cleaning, right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, I understand. Yeah, if you wanted to call back that's fine.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[CUSTOMER][NEUTRAL] Yeah, yeah, and you're saying y'all only do fillings and cleaning, is that correct or at least for my plan, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's only the fillings and cleaning.
[AGENT][NEUTRAL] No, you have more
[AGENT][NEUTRAL] No, you have more than that on your plan. Would you like for me to send you a policy breakdown of what's covered on your policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, that, that, that's fine, but like, basically I'm trying to see, basically you said Crown is not covered, right?
[AGENT][NEUTRAL] Let me look. Um.
[AGENT][NEUTRAL] You don't have major, major.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On your policy, there's no major benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, alright, um, what I was gonna say too, um, how, how much, how much is my plan like per, per week or whatever, I guess for the plan that I have.
[AGENT][NEUTRAL] OK, let me check for you.
[AGENT][NEUTRAL] You're paying, uh, $3.30.
[CUSTOMER][NEUTRAL] Uh we
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, we, OK, OK, OK. Got you, got you. OK.
[CUSTOMER][NEUTRAL] OK. Oh, that, that's fine, um.
[CUSTOMER][NEUTRAL] OK, cool, that's fine. Well, like, yeah, if you could email me like a, a printout of my policy or whatever, and um I'll come back and like, um, let me call, you know, call you back or whatever and see if I wanna keep it or you know what I'm saying.
[AGENT][NEUTRAL] Yes, sir. I understand what you're saying.
[CUSTOMER][NEUTRAL] Got stuff like that.
[AGENT][NEUTRAL] Yes sir, and I'll have to do that.
[CUSTOMER][NEUTRAL] And, and basically I, I.
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] 00, go ahead, say it again, say it again. I'm sorry. I'm sorry. Go ahead.
[AGENT][POSITIVE] I'm gonna email that to you I'm gonna email that to you while we're on the phone together so we can make sure you get it.
[CUSTOMER][POSITIVE] OK, cool, cool.
[AGENT][NEUTRAL] So it's gonna be
[AGENT][NEUTRAL] Just, just a second while I get this together for you.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] That way I can make sure that you receive it.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And, and also like, do I have to do, do I have to redo it again let's say like um do I have to do the renewal still or whatever?
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] That is with your employer. So when they have the open enrollment, that is when you would be able to um renew your policy.
[CUSTOMER][NEUTRAL] OK, OK, I, I think they, they have it now.
[CUSTOMER][NEUTRAL] Uh, like, basically they said I had to like um the the [PII] or whatever.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But well yeah if if you, if you could send me that policy or whatever, I just call you back or whatever and see like what decision I kinda make or whatever.
[AGENT][POSITIVE] OK, I'm working on it now. I'm getting ready to send it to you.
[CUSTOMER][NEUTRAL] Just don't
[CUSTOMER][POSITIVE] OK cool.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Alright, I, I just sent it, so you should be getting it here any second.
[CUSTOMER][POSITIVE] Cool, cool, that'll work, that'll work. Yes, ma'am. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, I appreciate it and uh I'll call you back probably. Yes, ma'am. I call back. Oh, no, ma'am. I'll probably call back in this like hour.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] OK, sounds perfect. Thank you, [PII]. You have a good rest of your day. You too, sir. Bye-bye.
[CUSTOMER][POSITIVE] Yes ma'am. Yeah, bless me.
[CUSTOMER][POSITIVE] Got you. You as well. Alright, bye bye.