AccountId: 011433970860
ContactId: 4a085c95-8129-4ef2-a76e-4d89b051e86b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359000 ms
Total Talk Time (AGENT): 169170 ms
Total Talk Time (CUSTOMER): 100843 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4a085c95-8129-4ef2-a76e-4d89b051e86b_20250331T13:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I was calling to see, um,
[CUSTOMER][NEUTRAL] Cause I just left the dentist's office, they said that um,
[CUSTOMER][NEGATIVE] Like extractions wasn't covered on the, the insurance that I have.
[AGENT][NEUTRAL] Hm, I can check and see. Um, do you have the policy number?
[CUSTOMER][NEGATIVE] Yeah, and you're breaking up as well. Um
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] OK, 02583342.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and um can you verify your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and I also need to verify the mailing address, email address on file.
[CUSTOMER][NEUTRAL] My mailing address and email is um my mailing address is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] The email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Alright, and Miss, I see that you have one of our basic dental policies. Um, this is basic, so it doesn't cover any major service. This is only like regular checkups, regular cleanings, um, your simple extraction and your fillings.
[AGENT][NEUTRAL] In your checkups, but it doesn't cover anything else besides that. This is just basic.
[CUSTOMER][NEUTRAL] OK, you say like basic extractions. What do, what do you mean by basic instructions?
[AGENT][NEUTRAL] That will be if the tooth is already loose and they just go in and pull it out without having to go in and do surgery.
[CUSTOMER][NEUTRAL] Cause then when I went to.
[AGENT][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] OK, cause he said they don't, it, it don't um cover any extractions at all.
[AGENT][NEUTRAL] It will only cover simple extraction. If it's a surgical extraction, it will not be covered.
[AGENT][NEUTRAL] But the only one that will determine.
[CUSTOMER][NEUTRAL] Right, he, when he looked it up, he was showing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He was showing it to me and it said, and they had up there basic and it says 0.
[CUSTOMER][NEUTRAL] Surgical 0 I I saw that.
[AGENT][NEUTRAL] It depends on
[AGENT][NEUTRAL] Uh, their surgery costs are 0 because is not covered. So Ms. [PII], if they're trying to perform a, um, any type of um tooth extraction, and it's not the, the one that is a simple extraction, it will not cover. So it's really based on what the doctor is trying to do and what coding are they using because that will determine what type of procedure they're trying to do.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Absolutely
[AGENT][NEUTRAL] Um, so if they told you that it's not covered, more than likely they're using a, uh a surgical procedure.
[CUSTOMER][NEUTRAL] Well, he showed me the difference between the surgical and the basic. He had surgical, surgical up there which was 0. And they had basic which was 0 as well.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure what they were um looking at. You do have a simple extraction benefit.
[AGENT][NEUTRAL] So the only thing they can do is go ahead and call us and get a breakdown of benefits faxed over to them.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So is there any
[CUSTOMER][NEUTRAL] Other than the basic that I have, like, is there any other policy that I can go up on?
[AGENT][NEUTRAL] It will be through your employer. This one you got through your employer, I believe it's through benefits in a card.
[AGENT][NEUTRAL] Um, and yeah, you will, you can call them and see if they offer anything else, um, but right now this is a group policy, so, um, it will not change if you keep, um, this one with the group. Um, I'm not sure if benefits in a car offer any other ones, but you have to go through them to do any changes because they're the one that works with your employer, that's the company that works with your employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Do you have their number? Do you need their number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, please, I need it if you don't mind.
[AGENT][NEUTRAL] OK, sure, yes, I don't let me go ahead and get it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready. Let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] Alright, that's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, let me go back to him. Bear with me. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.