AccountId: 011433970860
ContactId: a9c64a87-b4b2-49a6-b651-ded683861754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329739 ms
Total Talk Time (AGENT): 120216 ms
Total Talk Time (CUSTOMER): 115376 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a9c64a87-b4b2-49a6-b651-ded683861754_20250508T22:52_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I have some questions about my dental coverage that I was hoping you could help me with.
[AGENT][NEUTRAL] OK, I can help you with dental questions. Uh, may I please get your name and your callback number just in case the call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, it's [PII], and you can call me back at [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] It is 02345411.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. And your email address, please?
[CUSTOMER][NEUTRAL] Sorry, email [PII].
[AGENT][NEUTRAL] Thank you. And then I do see that the number you gave me to call you back on, is that also your cell phone number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What questions did you have for me today?
[CUSTOMER][NEUTRAL] Well, I'm currently at the dentist, um, and, um, they don't take Carrington Insurance, so I have to pay everything out of pocket. I just came for like an annual um cleaning, but they want to do a deeper, um, more intense cleaning, so I wanted to just know what my dental coverage was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Let me look up your policy real quick.
[AGENT][NEUTRAL] Do you have the procedure code that they're gonna use?
[CUSTOMER][NEUTRAL] You have a procedure code. Yes, I do.
[AGENT][NEUTRAL] OK, what is that going to be?
[CUSTOMER][NEUTRAL] It is D4341.
[CUSTOMER][NEUTRAL] And then D4 9.
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] Do 1.
[AGENT][NEUTRAL] OK, let me look on your policy real quick and see if those are covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 550 per per house.
[AGENT][NEUTRAL] Let me just a moment while I'm pulling up.
[CUSTOMER][NEUTRAL] OK, thank you. Sorry, I'm just looking at the.
[AGENT][NEUTRAL] I'm pulling up here.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] T4341. Let me see if I can find that one.
[AGENT][NEUTRAL] OK. I'm not seeing either one of those codes on your policy. Your policy is a, is a, um, only covers, and this is just to verify your benefits, it's not a guarantee of payment, only covers preventative and basic.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, procedures.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So if it's not on.
[CUSTOMER][NEUTRAL] And that, and
[AGENT][NEUTRAL] Yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] And what is the what is the maximum amount for preventative?
[AGENT][NEUTRAL] Let me see what it is on yours.
[AGENT][NEUTRAL] You have a calendar year maximum of $500 and a $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that I, that is, I believe what um happened last year. OK, great. I think that that's, and then so that covers anything preventative and basic.
[AGENT][NEUTRAL] Well, it depends on the procedure code, but the policy only covers preventative and basic expenses.
[CUSTOMER][NEUTRAL] Right, but the procedure codes that I gave you, you can't find.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK all right thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Have a good night.
[AGENT][POSITIVE] You have a good night too and thank you.
[CUSTOMER][POSITIVE] Thank you.