AccountId: 011433970860
ContactId: 896d768c-8637-4153-86ef-d6c80ca0e977
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393839 ms
Total Talk Time (AGENT): 135018 ms
Total Talk Time (CUSTOMER): 131163 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/896d768c-8637-4153-86ef-d6c80ca0e977_20250411T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey good morning how you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Alright, can you hear me just clear? I'm driving my truck right now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, I went to the dentist because I gotta get 2 teeth pulled, and they told me to call and check and see if like y'all compatible with the insurances being used at the place or in my area in [PII].
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] Or which place can I go to [PII].
[AGENT][NEUTRAL] Spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the, what is your policy number?
[CUSTOMER][NEUTRAL] Oh boy, my car's in my car, mm.
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I said I might have to call back when I get.
[CUSTOMER][NEUTRAL] Back to [PII].
[AGENT][NEUTRAL] I get
[AGENT][NEUTRAL] I could search it if you don't mind using your social.
[CUSTOMER][NEUTRAL] Oh that's fine, yeah, that's fine.
[CUSTOMER][NEUTRAL] You you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm here, [PII]. You said this is for dental?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify your date of birth, your mailing address and email for me.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] [PII] and my email address is my first and last name [PII].
[CUSTOMER][NEUTRAL] Oh man, Charlotte traffic Jesus.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for that information.
[AGENT][POSITIVE] I like [PII] traffic and [PII] traffic.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] They, they call this right here [PII] here.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, that's just like [PII] is called Baby [PII] and yeah.
[AGENT][NEUTRAL] All right. So,
[AGENT][NEUTRAL] I wouldn't think that [PII] had heavy traffic.
[CUSTOMER][NEUTRAL] Yeah, they be flying through traffic just like [PII] out here and everything. He traffic, mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, so I have your policy pulled up, uh, the type of policy that you have, Arkeem, you could, you could see any doctor of your choice. Uh, there is no network affiliated, affiliated with this plan.
[AGENT][NEUTRAL] So it's a provider of your choice and you may, you know, suggest the dental office call us to verify your benefit information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And we can, we can let them know as well.
[CUSTOMER][POSITIVE] So, um, they cover like everything like teeth, I get my teeth pulled and everything.
[AGENT][NEUTRAL] Preventive, basic, and major, yes.
[AGENT][NEUTRAL] And let me see your, let me look at your effective date because there's a 12 month waiting period for your major service, so you were effective [PII]. You're not, you're not eligible for major until [PII] of this year. Um, there is one extraction code that's covered under your basic service, um, and all other extractions are.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, considered major and you'll have to wait until June of this year.
[AGENT][NEUTRAL] And so they can call us and give us the code. Are you getting a tooth extracted?
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Uh, yeah, I got 2 my wisdom teeth on the bottom and one on the top.
[AGENT][NEUTRAL] OK, your wisdom teeth, that's gonna be major.
[CUSTOMER][NEUTRAL] Or they might fix the one on the bottom.
[AGENT][POSITIVE] Yeah, wisdom is gonna be major.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's not usually done at a regular dentist office. You'll have to go to um like an oral, they usually refer you to like an oral.
[AGENT][NEUTRAL] Uh, dental provider if you're having your wisdom teeth removed, but it depends on the type of facility as well, so.
[AGENT][NEUTRAL] Maybe they do remove wisdom in that office.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They just
[CUSTOMER][NEUTRAL] I should probably get filling cause I've been saucing and I've been pulling up my fillings, so.
[CUSTOMER][NEUTRAL] Yeah, there it goes.
[CUSTOMER][NEUTRAL] But yeah, she told me she never seen my insurance card before and she was like just call and see like where can I go to.
[AGENT][NEUTRAL] Yeah, you can go to any provider you choose to.
[CUSTOMER][NEUTRAL] I guess I
[CUSTOMER][NEUTRAL] Got you. I, I just have them call and verify if I have to.
[AGENT][NEUTRAL] And are you, are you, do you have to call them back?
[CUSTOMER][NEUTRAL] No, no, when I'll get back to [PII] and Park, I'll just drive over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um talk to him.
[AGENT][NEUTRAL] OK. And the best thing would be for them to call us to verify your benefits, but you can let them know that you can go to any doctor of your choice.
[CUSTOMER][NEUTRAL] Yeah, because they she's gotta come out today.
[CUSTOMER][POSITIVE] Got you. OK, that's good to me.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] That's, that's all I, yeah, that's all I needed today. Uh thank you so much.
[AGENT][POSITIVE] All right. You're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] No problem you too.