AccountId: 011433970860
ContactId: c6061ab5-48a5-494f-85c4-9b7ce5efe729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196330 ms
Total Talk Time (AGENT): 93080 ms
Total Talk Time (CUSTOMER): 93880 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c6061ab5-48a5-494f-85c4-9b7ce5efe729_20250320T16:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so my name is [PII]. Uh, my certificate number is 613261.
[AGENT][POSITIVE] Thank you, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have um your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, mail address [PII].
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And how may I assist you today?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Well, I have a tooth, uh, that's missing or came or loose, it came out in my partial.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was wondering what what the uh cost would be to have a tooth placed back in the.
[CUSTOMER][NEUTRAL] Uh, project.
[AGENT][NEUTRAL] Is it gonna be like an implant or it's gonna be another partial?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, no, no, just one tooth on um er of departure.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I was, I was
[AGENT][NEUTRAL] Mhm, go ahead.
[CUSTOMER][NEUTRAL] I was at at the uh schedule of payments I didn't see it.
[AGENT][NEUTRAL] OK, that's basically because we're gonna probably need a code to know exactly which one it's gonna be. Um, have, have you tried to go to the dentist and see exactly what they're gonna do, like have they provided you any codes?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I stopped by the dentist but hadn't, it's been a while since I've been there and they said they were going to get uh uh with the uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know to say with you or with the deposit hold or whatever and see what the uh.
[CUSTOMER][NEUTRAL] Um, insurance to pay. I was just, uh, checking this morning that I had a chance to call.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't have to cope
[AGENT][NEUTRAL] Yeah, in order to determine benefits, we're gonna need that code because like that we can tell you exactly how much it pays um without a code it's gonna be really hard to tell you because if we give you information and it's not the code that they're gonna be using that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's not gonna be accurate, um, so Mr. [PII], the best thing is to go ahead and call them, ask them to give you the code over the phone and call us back with that code or have them to call us directly if you want them to get the information and give it to you later on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, so.
[AGENT][NEUTRAL] We can do either or.
[CUSTOMER][NEUTRAL] So they can give me the code I can call you or they can tell me what it's gonna cost, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Uh, I mean, what are you, I mean, what amount that the insurance would be paying, that's the amount that's mean I wanna know, yeah.
[AGENT][NEUTRAL] Correct, yes, because this one pays a flat amount and it's based on the coding. So, yes, once we have a code, we can tell you exactly how much it will cover under that code if it's payable or not, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Very good, thank you. I call back. Bye.
[AGENT][POSITIVE] You're welcome. All right. Well, thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK