AccountId: 011433970860
ContactId: 4c24ff9a-0c39-47b1-abc6-39874ee4f939
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211479 ms
Total Talk Time (AGENT): 64942 ms
Total Talk Time (CUSTOMER): 94891 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/4c24ff9a-0c39-47b1-abc6-39874ee4f939_20250513T12:17_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need your help, um, telling me, um, at what percent a certain code is covered on this plan, please.
[AGENT][NEUTRAL] Alright, let's take a look at the policy. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Of course I do. I'll get that for you. Um 02579690.
[AGENT][NEUTRAL] All right, thank you for that. And then for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] His name is [PII], [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright, thank you so much and this is for dental benefits, yes?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Alright, and what is that procedure code?
[CUSTOMER][NEUTRAL] 01 or the other because there's two different types of extractions. So 7140 or 7210, Simple or surgical?
[AGENT][POSITIVE] Thank you so much, one moment.
[CUSTOMER][POSITIVE] You're welcome, ma'am.
[AGENT][NEUTRAL] 140 is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm a weird one American public life.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, so it looks like on here it is 7210 and it looks like it is covered at 40% of UCR.
[CUSTOMER][NEUTRAL] OK, so 72 10% is covered at 100%?
[AGENT][NEUTRAL] Uh, no, 40%.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Of UCR.
[CUSTOMER][NEUTRAL] Oh, OK. And what about, how about the 7140? Does it have coverage for 7140 as well, simple extraction?
[AGENT][NEUTRAL] Um, so 7140 is also covered. Um, that one is covered at 80%.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] OK, so the patient pays 20%.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] On that one and on the other one, if it's surgical, he would cover 6 he would pay 60%.
[AGENT][POSITIVE] Yes ma'am, correct.
[CUSTOMER][NEUTRAL] OK, and is there a waiting period on these um extractions?
[AGENT][NEUTRAL] Um, it looks like on 7140 there is no waiting period. Looks like on 7210 there is a 12 month waiting period.
[CUSTOMER][NEUTRAL] No waiting. OK, so he could get the simple extraction today, but if it becomes surgical, it's a one year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, that is all that I needed from you today. You've been very helpful. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too now ma'am bye bye.