AccountId: 011433970860
ContactId: ab271561-6c19-4efb-bf31-5774a9deaa9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115080 ms
Total Talk Time (AGENT): 31013 ms
Total Talk Time (CUSTOMER): 72739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/ab271561-6c19-4efb-bf31-5774a9deaa9a_20250319T20:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] with the care team. Who am I speaking with? I'm sorry.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII]. um, I just have a quick question for you.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have an email about dental benefits.
[CUSTOMER][NEUTRAL] I am, and they're wondering, I'm looking at the dental benefits for UVTA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're wondering, is there a healing period requirement for periodontal maintenance from the SRP?
[AGENT][NEUTRAL] It does not state that on the schedule of benefits.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm literally typing that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] I guess I'm assuming yes but just while I have you here because it's the only one I don't know off the top of my head is for service codes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0140 and 9110, are they allowed on the same day?
[AGENT][NEUTRAL] And that's also something that's not mentioned on the schedule of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, cool, I will say that thank you. I don't even see 0140 being a covered code on the schedule of benefits so.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Oh, it is?
[AGENT][NEUTRAL] Mhm. It's covered under basic 80%, but it is, yes, it's the first um procedure code listed under basic expenses.
[CUSTOMER][NEUTRAL] How come I control F didn't pull it up? Maybe I need to like pull the document.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's OK, perfect, um, those were the only two questions I was not 100% on so thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you so much for calling APL. Have a good one.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.