AccountId: 011433970860
ContactId: 815d1355-eac9-4b71-bcb7-e600d14ce807
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458619 ms
Total Talk Time (AGENT): 124113 ms
Total Talk Time (CUSTOMER): 100904 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/815d1355-eac9-4b71-bcb7-e600d14ce807_20250318T13:53_UTC.wav
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[AGENT][NEUTRAL] This is evening.
[CUSTOMER][POSITIVE] Hi [PII], this is [PII] and customer service. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am good. I have a spouse on the line wanting to uh verify um their their dental coverage because she's about to have some procedures coming up.
[CUSTOMER][NEUTRAL] And she has uh procedure codes and stuff like that she wants to check.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It is 107.
[CUSTOMER][NEUTRAL] 5266
[AGENT][NEUTRAL] OK, for [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. OK. You can send her over. I got her pulled up.
[CUSTOMER][POSITIVE] All right thank you have a good day.
[AGENT][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. The representative said she was gonna give you all the information when she transferred me over.
[AGENT][NEUTRAL] Um, yes, ma'am. I have you pulled up in our system. Um, you wanna verify some benefits?
[CUSTOMER][NEUTRAL] Yes, I'm having um some dental work done on Thursday and they gave me the codes and I just want to.
[CUSTOMER][NEUTRAL] See what, what is the percentage that that's being covered.
[AGENT][NEUTRAL] OK. And could you please verify your date of birth one more time?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And your date of birth, please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][POSITIVE] OK. Thank you. And one moment, your benefits are coming up.
[AGENT][NEUTRAL] OK, yes, ma'am. I'm showing under your policy, we cover up to 1500 per calendar year.
[AGENT][NEUTRAL] And there is a $50 deductible that needs to be met first. And what's the first code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The first code is D0140.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. That's a basic expense and it's covered at 80%.
[CUSTOMER][NEUTRAL] OK, and then the next code is um D7210.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. That's an oral surgery expense. That's covered at 40%.
[CUSTOMER][NEUTRAL] OK, and then the next code is D 7953?
[AGENT][NEUTRAL] No, ma'am. I'm not showing that on the fee schedule. It's not covered.
[CUSTOMER][NEUTRAL] Not covering.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and what about 7286?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It is covered. Um, when they bill it, we will need the X-ray and pathology report, but it is covered and let's see how much.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's also covered at 40%.
[CUSTOMER][NEUTRAL] OK, well, well she did tell me that they would send, we send you all a copy of um.
[CUSTOMER][NEUTRAL] Of this expense once once everything is done, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You will be getting this.
[CUSTOMER][NEUTRAL] Let me ask you another question. Do you have a listing of um.
[CUSTOMER][NEUTRAL] Of dentals where we can go to and visit.
[AGENT][NEUTRAL] The website, let's see if it's listed on the website because, because we did, we can fax a copy of all this information to the provider's office. They would have to call and request it.
[CUSTOMER][NEUTRAL] What's the website?
[CUSTOMER][NEUTRAL] OK, then what I'm saying if I wanna, you know, switch out to another dental office, is there a website I can go out and see what other offices I can go to?
[AGENT][NEUTRAL] Um, yes, ma'am. You will need to go to our website. Um, let me give you that.
[CUSTOMER][NEUTRAL] OK, what's the website?
[AGENT][POSITIVE] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So you spell that out?
[AGENT][POSITIVE] Yes, ma'am. It's secured, [PII]
[AGENT][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that should pull up the website and you should see a blue button that says register here or it might say new user. You'll click on that button and then you'll let the system know that you're an individual and then fill out the information to set up your policy online and from there you'll have access to your policy information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK then, alright then, well thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, thank you again for calling ATL. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank