AccountId: 011433970860
ContactId: 01926360-c2d3-47ea-a599-05af2249d479
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578049 ms
Total Talk Time (AGENT): 177481 ms
Total Talk Time (CUSTOMER): 170197 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/01926360-c2d3-47ea-a599-05af2249d479_20250501T18:04_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling EPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I need to see if what route.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You have a we have a we have a policy number.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] Does that help? It's 001753470.
[AGENT][NEUTRAL] OK, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Sorry, say that again?
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] and my number is [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, you're breaking up. Um, can you repeat your name? I didn't get your name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, can you repeat um the policy number one more time because I didn't get it correctly.
[CUSTOMER][NEUTRAL] 017.
[CUSTOMER][NEUTRAL] 534.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] What's the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not the name that is coming up with that number. Are you looking at the card?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me see if I can see the number. It's super blurry on our paperwork. Just a sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And the internet slow.
[CUSTOMER][POSITIVE] OK. Good.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Sorry, it's just pulling up still.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm a dead zone.
[CUSTOMER][NEUTRAL] I you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] I don't know if I can send it here. Let me see if I can forward it.
[CUSTOMER][NEUTRAL] That's the email
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] I'm forwarding it to you.
[AGENT][NEUTRAL] OK. What's the address? Maybe I can pull it with the name.
[CUSTOMER][NEUTRAL] Um, what would the address be?
[CUSTOMER][NEUTRAL] Try [PII].
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK, I think I found you. I just need to verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And how may I assist you with this policy?
[CUSTOMER][NEUTRAL] We just, what, what's his coverage for endedonics, the root canal?
[AGENT][NEUTRAL] OK, so this one pays a flat amount based on the service. Do you know what coding they're gonna be using so I can give you the amount that we cover?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't know the code, but it's a molar endo, so it's a root canal on a molar.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm, let me see if we have anything that indicates just that um.
[AGENT][NEUTRAL] And if I give you a benefit it's, it's not guaranteed because we don't know what code they're gonna be using, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] I don't see the picture.
[AGENT][NEUTRAL] OK. What is the description exactly?
[CUSTOMER][NEUTRAL] Do you see the?
[CUSTOMER][NEUTRAL] Um, and the description is a molar.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uppermolar endodonics.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're close.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] OK, I'm still searching, OK?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Here's the corner.
[CUSTOMER][NEUTRAL] Strange
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They now
[AGENT][NEGATIVE] I'm not even there.
[AGENT][NEUTRAL] I done it.
[AGENT][NEUTRAL] on it
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You can't see it.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yes, I still cannot find it. Bear with me, OK.
[CUSTOMER][NEUTRAL] I've been uh molar.
[CUSTOMER][NEUTRAL] Is it, can you see it by 2? It's number 2.
[AGENT][NEUTRAL] Mm mm. No. Mm mm mm no.
[CUSTOMER][NEUTRAL] So, oh, OK. Uh, just a molar root canal, root canal on a molar.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's a root canal. OK. No, no, let me go to root canal. OK. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, root canal, yeah, root can, yeah, endoonic Endo is a root canal, sorry, yeah, it's a root canal on a molar.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Remove to on the moment. OK, now we have something, OK.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] planning.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] And the amputation with a molar, OK.
[AGENT][NEUTRAL] So the only thing I have here that it it seems close to it and again I cannot guarantee this benefit because we don't know what code they're gonna be using um, so I got a root canal molar.
[CUSTOMER][NEUTRAL] Yeah, no, I get it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, excluding final restoration is 140.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 140, so they'll pay $140?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] If they use that code.
[CUSTOMER][NEUTRAL] They'll
[CUSTOMER][NEUTRAL] If they use that. What's that code?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will be the 3330.
[CUSTOMER][NEUTRAL] 3330 and that's, are you sure that's not just for the filling part, the final restoration?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] No, that's the root canal molar.
[CUSTOMER][NEGATIVE] Cause that seems very, very low.
[AGENT][NEUTRAL] Yeah, this one.
[CUSTOMER][NEUTRAL] So the root cause.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Root canals are like $1000.
[CUSTOMER][NEUTRAL] You know, so the insurance only covers 100 of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 140. Mhm, correct.
[CUSTOMER][NEGATIVE] How much? I wonder what he's paying for insurance. That doesn't seem worth it. Babe, what? OK, alright. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there, is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Thank you.