AccountId: 011433970860
ContactId: 1227cac6-fe0e-4ddd-babe-059d1de82780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640179 ms
Total Talk Time (AGENT): 140958 ms
Total Talk Time (CUSTOMER): 138879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/1227cac6-fe0e-4ddd-babe-059d1de82780_20250423T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII].
[CUSTOMER][NEUTRAL] I'm uh
[CUSTOMER][NEUTRAL] Um my policy, my policy number is.
[CUSTOMER][NEUTRAL] 604-798.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] It's a family plan.
[CUSTOMER][NEUTRAL] Uh, they
[CUSTOMER][NEUTRAL] uh, insurer's name is [PII] spelled with a [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And then [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what's the mailing address we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you're calling, are we checking benefits or claim status?
[CUSTOMER][NEUTRAL] Well, I'm trying to see, I'm, I'm, is it like I'm in option B. I'm trying to see if there's an option that will assist me in getting input.
[CUSTOMER][NEUTRAL] Implants
[AGENT][NEUTRAL] Just one moment. Let me pull up your dental benefits really quick.
[AGENT][NEUTRAL] What's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, give me just one moment to look for implants, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] first
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Serious side effects
[CUSTOMER][NEUTRAL] Cafe.
[CUSTOMER][NEUTRAL] doctor
[AGENT][NEUTRAL] Would they also need to remove a tooth before, um, implanting a new one?
[CUSTOMER][NEUTRAL] No, ma'am. My, my, my, my upper, my upper den my upper tooth have already been.
[CUSTOMER][NEUTRAL] I already has been.
[CUSTOMER][NEUTRAL] Retracted
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, I, I'm, I'm not doing well with dentures, so I'm trying to do, see, see what other options I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now if they had to move the, if they had to do anything, if they had to do the bottles to get them um I, I do have have some extractions for the bottle.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is not a guarantee of payment, it's just a verification of coverage. So it looks like for your policy 23 implantation would be, would cover $155.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] I'm trying to see if there's anything else on here that states the tooth implant.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] I mean the insurance won't pay no more than $155 toward the implant.
[CUSTOMER][NEUTRAL] That's what you're telling me?
[AGENT][NEUTRAL] Yes, it looks like that's just uh one tooth though.
[AGENT][NEUTRAL] I'm trying to see if there is multiple.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so first of all we don't know.
[CUSTOMER][NEUTRAL] relying on.
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] laying
[CUSTOMER][NEUTRAL] This of course is a matter.
[AGENT][NEUTRAL] OK, can I put you on a brief hold and reach out to a colleague about this?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK. So you're wanting um implants for all of your teeth eventually, but you just need an implant for one right now?
[CUSTOMER][NEUTRAL] No, no, ma'am. I, I don't have any offer.
[AGENT][NEUTRAL] OK. So you just need the upper.
[CUSTOMER][NEUTRAL] So my hope I need.
[CUSTOMER][NEUTRAL] I need ups right now.
[CUSTOMER][NEUTRAL] And I, I
[CUSTOMER][POSITIVE] For for sure and for sure up right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, just a minute, OK?
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So it will, so it looks like implants are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, is there a policy that you have that covers some that I might need to uh join?
[AGENT][NEUTRAL] I um
[AGENT][NEUTRAL] No, sir. None of our dental policies cover implants.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, uh, so, so right now my only, the only coverage that I have is.
[CUSTOMER][NEUTRAL] With option
[CUSTOMER][NEUTRAL] Uh, B is
[CUSTOMER][NEUTRAL] Is what services?
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] I feel like the only option you would have is for your policy, you just have partials and dentures, and that's once every 5 years. Um, so if you wanted to get your upper dentures.
[AGENT][NEUTRAL] It looks like your policy would cover some of that.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] It just doesn't cover implants.
[CUSTOMER][POSITIVE] OK, alright then I thank you ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, not really.
[AGENT][POSITIVE] OK, I'm sorry. All right. Well, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, bye.