AccountId: 011433970860
ContactId: c7cec3ff-705d-4fb7-85bb-4173c25e7503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132679 ms
Total Talk Time (AGENT): 40158 ms
Total Talk Time (CUSTOMER): 53481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c7cec3ff-705d-4fb7-85bb-4173c25e7503_20250603T17:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], um, and I called a few minutes ago and got a fax back and I just had a couple of questions regarding that.
[AGENT][NEUTRAL] OK. Do you have the uh good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yep, [PII] option two.
[AGENT][NEUTRAL] OK, what's that policy number for the patient?
[CUSTOMER][NEUTRAL] 02615295.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] or just [PII].
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] Um, I just wanted to confirm because it looks like it's just preventative and basic, um, no major services, and I wanted to confirm that.
[AGENT][NEUTRAL] Uh, yes, not a guarantee of payment basic outline. Yes, there is no major services.
[CUSTOMER][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] Is endodontics, Paodontics, and oral surgery, those aren't covered as well, correct?
[AGENT][NEUTRAL] Uh, none of those are covered. I believe 7140 is listed on the fax back.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] That's the only one
[AGENT][NEUTRAL] Yeah, and oral surgery, um.
[AGENT][NEUTRAL] Uh, if you look at, uh, there should be at least, yeah.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's um the oral surgery one?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] Is 4910 then not covered?
[AGENT][NEUTRAL] Correct. Yeah, if it's not listed on those codes, then it's not going to be a covered service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that makes um more sense then.
[CUSTOMER][POSITIVE] All right thank you that's all I needed.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.