AccountId: 011433970860
ContactId: 08551f64-e494-4707-bc6b-09afb522a75b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291779 ms
Total Talk Time (AGENT): 103847 ms
Total Talk Time (CUSTOMER): 77425 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/08551f64-e494-4707-bc6b-09afb522a75b_20250321T13:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hey, my name is [PII], and basically I was just calling to see if, uh, my dental insurance was.
[CUSTOMER][NEGATIVE] That was not good enough, but basically I need to get two teeth pulled, and they told me to call y'all to see if y'all was in there, whatever, like.
[AGENT][NEUTRAL] Network
[CUSTOMER][NEUTRAL] Yeah, network, network.
[AGENT][NEUTRAL] OK, and you said your dental policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 644-3.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you can verify your date of birth, your mailing address, and your email for me.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. Uh, address [PII], and you said what else?
[AGENT][NEUTRAL] What's your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I'm showing a Yahoo account.
[CUSTOMER][NEUTRAL] Well, that's [PII].
[AGENT][NEUTRAL] OK, do you want to leave this one or change it?
[CUSTOMER][NEUTRAL] Uh, you can leave that one.
[AGENT][POSITIVE] OK. All right. Thank you for verifying that information.
[AGENT][NEUTRAL] OK, so the, the, the network of contracted providers for this dental policy is Carrington.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And under this policy we're showing it covers preventive and basic only major services are not covered, so did you say that you were getting a tooth extracted?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I needed to get 224.
[AGENT][NEUTRAL] OK, so now under the policy that you have under the basic service there is uh one extraction procedure code that is covered um I can give you that number, that procedure code is what it is and then you can reach back out to your your doctor's office to see if that's the code that they're gonna use to bill.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] For that service, um, if it's another extraction code, then it's not gonna be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can uh.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I guess we could try. You can uh go ahead and give me the information.
[AGENT][NEUTRAL] OK, so the procedure code, the extraction code that's covered under your basic is D as in David.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] 71
[AGENT][NEUTRAL] 40.
[CUSTOMER][NEUTRAL] 40
[AGENT][NEUTRAL] Uh-huh. And then the name of the, um, network is Carrington, C A R E.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] ING.
[CUSTOMER][NEUTRAL] CO
[AGENT][NEUTRAL] Uh-huh. And I'll give you the phone number too just in case they need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I appreciate it. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] Oh, that was it.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] All right, you too. Bye.
[AGENT][NEUTRAL] Bye bye.