AccountId: 011433970860
ContactId: 5f7b5375-fc94-4ab7-8baf-39a7f33cba77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212699 ms
Total Talk Time (AGENT): 89089 ms
Total Talk Time (CUSTOMER): 139207 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/5f7b5375-fc94-4ab7-8baf-39a7f33cba77_20250226T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi there, how are you doing today? Good, good. So, uh, my name is [PII]. I recently had to go into the dentist because, uh, I had a broken tooth and uh I had an infection, so they had to remove it because it was starting to um create a lot of health issues, right?
[AGENT][POSITIVE] I'm doing great. How about you today?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I had to go in. They finally fit me in within a couple of days after the appointment because it was gonna like kind of like an emergency. Is that something to my gap because I had to pay out of pocket that would have been covered?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, go ahead, [PII], and give me your policy number. Let me do some checking.
[CUSTOMER][NEUTRAL] 00, OK, um, let me see, should have that here.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It's gonna be your certificate number, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, it was sent over. It was emailed to me by your department, uh, a few, few days ago. Let me just open up the, uh, the attachment here. One second. OK, so certificate says certificate.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I see the group number um.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And the payer ID.
[AGENT][NEUTRAL] Mm. Look on down certificate number.
[AGENT][NEUTRAL] Like an eight digit number. 0102.
[CUSTOMER][NEUTRAL] Oh, I got it, I got it. So there's in-house benefit and there's out of patient benefit number outpatient, yes ma'am, it's 02361162.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] M as in Mary, uh, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information and while I'm pulling this up, go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now go ahead and verify your date of birth and your address for me, please, sir.
[CUSTOMER][NEUTRAL] No, I'm here over there.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and then my home address is [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. OK, so what you're calling about is to see if your broken tooth, uh, situation is covered under this medical supplemental plan. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, well, um, anything for dental is not going to be covered here under your uh medical supplemental plan. Yes, sir, you would have to have a dental plan here, but it possibly would be covered under your dental plan if you have a dental plan.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Oh she she [PII] doesn't know I.
[CUSTOMER][NEUTRAL] Yes, so what happened was is after they use my uh dental plan, um, I think based on, based on what they had to do with the, my, my co-pay was only 250.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I got you. Yes, sir. Yes, sir, because you don't have any, and there's nothing, yeah, with your uh teeth that, that's gonna be covered here. That's a strictly medical only. Yes, sir.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] OK, I was just, yes, ma'am. I was just, just wanna, I appreciate your time.
[AGENT][NEUTRAL] Just checking. Yes, sir. I always check. That's right, [PII]. Well, is that all I can help you with today?
[CUSTOMER][POSITIVE] No, you've been amazing. Thank you, thank you so much.
[AGENT][POSITIVE] OK. Well, yes sir, [PII], and you have a great rest of your day, OK?
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.