AccountId: 011433970860
ContactId: 45f52a08-4dc2-427f-b69d-e38ab24a1b9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187600 ms
Total Talk Time (AGENT): 85719 ms
Total Talk Time (CUSTOMER): 61089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/45f52a08-4dc2-427f-b69d-e38ab24a1b9e_20250304T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, so I was just at the dentist looking to get treatment and um they did an X-ray and determined I needed to see an endo endodontist. Um, I needed to see what endodontists were in network for me.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you um with your coverage and providers in your network. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and a good phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me pull that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my policy number is 025.
[CUSTOMER][NEUTRAL] 96
[CUSTOMER][NEUTRAL] 141.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Sure, my date of birth is [PII], um and then my mailing address is [PII], and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So taking a look at your policy, um, um, endoonic is considered like a major expense. Your policy covers preventative expenses, um, radiographs and full mouth X-rays, which are your images, and then basic and basic restorative, um, so like your fillings, fluoride, sealants. But this policy doesn't cover major expenses, um, which is what the endodonic is a specialist.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] So like what can I do? Like it was, it's what I need.
[AGENT][NEUTRAL] Do you have other um insurance like for your medical insurance, do you have dental benefits with it? Like sometimes there's dental benefits with medical.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] OK, um, well then if the next step would be to let the dentist know, well, he's already referred you to the specialist. So let the specialist know that you would be a self-pay patient and see what their payment plan options are for your, you know, after they see you, whatever they have estimated.
[CUSTOMER][POSITIVE] OK, alright, well thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can?