AccountId: 011433970860
ContactId: 43af5de3-b967-4da5-9626-fb184d1156f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1496319 ms
Total Talk Time (AGENT): 584126 ms
Total Talk Time (CUSTOMER): 459641 ms
Interruptions: 6
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/43af5de3-b967-4da5-9626-fb184d1156f5_20250501T18:27_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh, hi. My name is [PII]. I need the benefits.
[AGENT][NEUTRAL] OK, sure, and you said you need benefits again, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, sure. The contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The medallion.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] The ID.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] The patient policy number is 02558130.
[AGENT][NEUTRAL] OK thank you. One moment, let me pull this information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And your name you said?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Uh, so, it's [PII].
[CUSTOMER][NEUTRAL] As well. Perfect. So, so [PII], [PII].
[AGENT][NEUTRAL] OK, and this is for dental, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, um, let's see, so you say you need benefits. You, you have specific questions about the benefits or you need a full breakdown given to you verbally or facts?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the full bedroom. Can you please give me the verbally?
[AGENT][NEUTRAL] OK. You you have a specific question or you need a full breakdown?
[CUSTOMER][NEUTRAL] No, the full be down, but I do know by verbally. Is it possible?
[AGENT][NEUTRAL] Yeah, yeah, I can give it to you verbally. I was just asking to see how you need it. OK, um, bear with me just a minute, let me go ahead and pull the information.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] Sure, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] All right. And we have a calendar year maximum of 1500.
[AGENT][NEUTRAL] With the $50 deductible. Mhm.
[CUSTOMER][NEUTRAL] 1500.
[CUSTOMER][NEUTRAL] OK, for individual?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the $50 and
[AGENT][NEUTRAL] A $50 deductible?
[AGENT][NEGATIVE] The deductible does not apply to preventatives.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what about the family deductible?
[AGENT][NEUTRAL] It's 150 if it's a family plan.
[CUSTOMER][NEUTRAL] OK. And what about the effective date of this policy?
[AGENT][NEUTRAL] It's effective on [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] December, yeah, sorry, December what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And what about the time limit?
[AGENT][NEUTRAL] We don't have too many falling limits.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] We don't have family family limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the provider is in-network or, or out of network?
[AGENT][NEGATIVE] There's no network on this one.
[CUSTOMER][NEUTRAL] And what about the coinsurance percentage preventive basic a major?
[AGENT][NEUTRAL] OK, so preventatives cover 100%, and this includes regular checkups, regular cleanings, and bite wings. And then we have radiograph FMXs cover 80%, basic expense and basic restorative expense is 80%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Major expense including endodontics, periodontics, prostatic repair, and oral surgery, they're all 40% after the 12 month waiting period.
[CUSTOMER][NEUTRAL] 40%, OK. And what about the endoed oral surgery?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's all under 40% after the 12-month waiting period.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] And what about the fee schedule for in-network?
[AGENT][NEUTRAL] You we pay on the usual and customary rates UCR.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And is there waiting for missing tooth los?
[AGENT][NEGATIVE] Yes, there is a missing tooth cloth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the replacement period of now?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, what is the replacement period of crown?
[AGENT][NEUTRAL] um.
[AGENT][NEUTRAL] You said the replacement period for crowns?
[CUSTOMER][NEUTRAL] Uh yeah, yeah, but uh what I'm trying to say is 2740 is the frequency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the frequency. OK, for the crowns and bridges, it's once every 7 years per tooth. Partial and dentures is once every 5 years. Full mouth X-rays and panels are once every 5 years.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] By wins this once per 12-month period.
[AGENT][NEUTRAL] Exams are 2 for 12 month period.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And pro fees are once every 6 months.
[CUSTOMER][NEUTRAL] And what would
[CUSTOMER][NEUTRAL] And what about the 02 to 0 frequency?
[AGENT][NEUTRAL] 0220.
[AGENT][NEUTRAL] OK, so for that one, there's no limitation.
[CUSTOMER][NEUTRAL] And for doing
[AGENT][NEUTRAL] Mm OK. Again, but winds are gonna be uh once per 12 month period.
[CUSTOMER][NEUTRAL] For pano
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Panel are once every 5 years um for full mouth X-rays or panel.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Any history?
[AGENT][NEUTRAL] I can check. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And 795.
[AGENT][NEUTRAL] And the history is for [PII], correct?
[AGENT][NEUTRAL] OK. Um, there's no history for [PII]?
[CUSTOMER][NEUTRAL] OK. And what about the 012 for exams?
[AGENT][NEUTRAL] The what? I'm sorry?
[CUSTOMER][NEUTRAL] The 0120.
[AGENT][NEUTRAL] 0120. OK one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so that's um,
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] 00120, here we go.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, that's one, let's see, looks like once every 6 months. Let me double check on that one, OK? One moment. And that one's under preventative, which is 100%.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And let's see, uh, limited to two oral evaluation procedures and any combination of 120, 140, 150, 160, and 180 per 12 month period.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So once for 12 months.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Yeah. 02, sorry.
[AGENT][NEUTRAL] 22 for 12 months, limited to 2 oral evaluation. Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] 0 11, sorry, for fluoride is an age for fluoride 1208.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Yeah. Is there any age limit for 1208?
[AGENT][NEUTRAL] For 12:08?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, yes, that's gonna be, uh, limited to dependent children under the age of [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So the patient is not eligible, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What about 1110?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So that's gonna be profy. So that is under preventative. It's gonna be once every 6 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4910.
[AGENT][NEUTRAL] 4910. That's gonna be under periodontics, so that's, this one is gonna be after the 12 month waiting period. It's gonna be 40% and it's also once every 6 months.
[CUSTOMER][NEUTRAL] OK. And what is the healing, uh, what is the healing period, ma'am?
[AGENT][NEUTRAL] There's not an age limit for 49 0.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, no, the healing period for the SRP.
[AGENT][NEUTRAL] Mm, I don't see a healing period. I don't see any other limitations on that one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for 3310?
[AGENT][NEUTRAL] I'm sorry, you said 4310?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, 3310 for end.
[AGENT][NEUTRAL] 3310. OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that one is also gonna be 40% after the 12-month waiting period and there's no limitation on that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1351. Is there any agent for 1351?
[AGENT][NEUTRAL] 1351, 1 moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, for the sealants, yes, it's gonna be uh limited to dependent children under the age of [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 1354.
[AGENT][NEUTRAL] 1354. 1354 is not covered.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2330
[AGENT][NEUTRAL] You said 2330?
[CUSTOMER][NEUTRAL] Yeah, for feelings
[AGENT][NEUTRAL] OK, so that's gonna be under basic which is 80% and that one will be, let's see, replace assisting only if in place for 24 months.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So once per 24 months.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And can we uh 2391 have posted it on to Amazon also.
[AGENT][NEUTRAL] We don't downgrade or upgrade.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You don't downgrade, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 4355
[AGENT][NEUTRAL] 1355, 1 moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, for 355 that's going to be under periodonics which is 40% after the 12 month waiting period.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And uh this one will be maximum of 1 each quad per 24 months.
[CUSTOMER][NEUTRAL] And 4341.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 41
[AGENT][NEUTRAL] OK, 4 341 is also under periodonics, which is 40% after the 12 month waiting period and it's the same limitation as the one prior.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And can you perform all the 4 calls on the same day?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 434 6
[AGENT][NEUTRAL] 4346.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, for 346 is not covered.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] 4381
[AGENT][NEUTRAL] 4381. Let's see. One moment.
[CUSTOMER][NEUTRAL] so yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, 4381 is also periodonics, which is 40% after a 12 month waiting period and there's no limitation on that one.
[CUSTOMER][NEUTRAL] 2740
[AGENT][NEUTRAL] I'm sorry, you broke up. Can you repeat that one?
[CUSTOMER][NEUTRAL] Yeah, 2740.
[AGENT][NEUTRAL] 2740, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. So that one is a crown, which is major service, is 40% after the 12-month waiting period, and that one has a limitation of maximum of 1 per 7-year period and limited to patients [PII] and over.
[CUSTOMER][NEUTRAL] And the patient is not eligible? No, sir, sorry, up to this.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] After the 12 month waiting period.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Yeah. And is there, is there an alternate downgrade?
[AGENT][NEUTRAL] We don't downgrade.
[CUSTOMER][POSITIVE] Perfect. 2950.
[AGENT][NEUTRAL] I'm sorry, can you repeat the number?
[CUSTOMER][NEUTRAL] 2950.
[AGENT][NEUTRAL] 2950. OK.
[AGENT][NEUTRAL] All right. So this one is also gonna be under major service, which is 40% after the 12 month waiting period and it's the same limitation as the one prior. So it's once every 7 years and 1616.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. And 5730.
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] 5730 is prosidonic, which is major service, which is 40% after the 12 month waiting period. And um let me check on this limitation, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Maximum of 1 procedure for 24 months.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And 6 months must have passed since the initial placement.
[CUSTOMER][NEUTRAL] It's once for 24 months.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] And 2920.
[AGENT][NEUTRAL] You said 2920?
[CUSTOMER][NEUTRAL] Yeah, 2920.
[AGENT][NEUTRAL] OK, so that is also on the major service which is um 40% after the 12 month waiting period.
[AGENT][NEUTRAL] And that is gonna be limited to 1 every 7 years.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] age [PII] and over.
[CUSTOMER][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] 29, 29.
[CUSTOMER][NEUTRAL] Alright then that'll be it.
[AGENT][NEUTRAL] Give one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] 2929 is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Oh, it's not 2930.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] 29, 2030.
[AGENT][NEUTRAL] 2930.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that one is gonna be the same thing.
[AGENT][NEUTRAL] 40% after a 12-month waiting period, 7 years.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6010.
[AGENT][NEUTRAL] It says 6080?
[CUSTOMER][NEUTRAL] 10.
[AGENT][NEUTRAL] 6010.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] 6010 is not covered.
[CUSTOMER][NEUTRAL] 6057
[AGENT][NEUTRAL] 60
[AGENT][NEUTRAL] 605-7 is not covered. We don't do, we don't cover implants.
[CUSTOMER][NEUTRAL] 606-5
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] 6065 is not covered.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] 7953
[AGENT][NEGATIVE] Not covered.
[CUSTOMER][POSITIVE] OK, perfect. And
[CUSTOMER][NEUTRAL] 1516. Is it is for 1516.
[AGENT][NEGATIVE] No, that's not covered.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 322 0
[AGENT][NEUTRAL] You said 3220?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that is endedonics. So that's gonna be um 40% after the 12 month waiting period.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the limitation on that one is limited to dependent children under the age of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the frequency, you said?
[AGENT][NEGATIVE] No frequency.
[CUSTOMER][NEUTRAL] OK. 3110.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK. Bear with me just a second, OK?
[CUSTOMER][NEUTRAL] Sure, ma'am.
[CUSTOMER][NEUTRAL] and all that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] One more minute.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right. And you said um the last code you gave me was 3110, correct?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Mm yes, yes.
[AGENT][NEUTRAL] OK. So 3110 is in the onyx, which is 40% after the 12-month waiting period and there's no limitation on that one.
[CUSTOMER][NEUTRAL] OK. And what about the 7140?
[AGENT][NEUTRAL] I'm sorry, you said 7140?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 7140 that's going to be on their basic expense which is 80% and that it has a limitation of.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Maximum of 1 per tooth, one time per tooth.
[CUSTOMER][NEUTRAL] One part is the frequency of one per tooth.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Yeah, what's the frequency?
[AGENT][NEUTRAL] Maximum of one time per tooth.
[CUSTOMER][NEUTRAL] OK. Give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] What is the altern coverage?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Yeah, what is the offer on this coverage?
[AGENT][NEUTRAL] The orthodontic coverage?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] There's no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So.
[CUSTOMER][NEUTRAL] 9222, 90 to 22, I mean for deep sedation.
[AGENT][NEUTRAL] You said 9222?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] There's no coverage for 9222.
[CUSTOMER][NEUTRAL] 924 8
[AGENT][NEUTRAL] 48.
[AGENT][NEGATIVE] There's no coverage for 9248.
[CUSTOMER][NEUTRAL] 9944.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] There's no coverage for 9944?
[CUSTOMER][NEUTRAL] OK. 7220
[AGENT][NEUTRAL] 7220 is under oral surgery, which is 40% after the 12 month waiting period.
[AGENT][NEUTRAL] There's no limitation.
[CUSTOMER][NEUTRAL] OK. 7210.
[AGENT][NEUTRAL] 7210 is our surgery 40% after the 12 month waiting period.
[CUSTOMER][NEUTRAL] 40%, right?
[AGENT][NEUTRAL] 40% after the 12-month waiting period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, and can I get a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO.