AccountId: 011433970860
ContactId: c83dd3dc-a29c-40ee-b4b0-e84e68fc48d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298190 ms
Total Talk Time (AGENT): 121697 ms
Total Talk Time (CUSTOMER): 124156 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/2025/02/25/c83dd3dc-a29c-40ee-b4b0-e84e68fc48d3_20250225T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. um, I'm on my way to an appointment and um.
[CUSTOMER][NEUTRAL] I'm sure they're gonna have to take some X-rays and um I would like to know if it's possible that um is there a way that I can get.
[CUSTOMER][NEUTRAL] Uh, cover for the X-rays that I need for um.
[CUSTOMER][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] Um, before I get there, or do I have to pay out of pocket and then put in a claim?
[AGENT][NEUTRAL] OK, I see, so we're needing to check that coverage, um.
[AGENT][NEUTRAL] Uh, OK, yeah, we'll take a look at your policy, [PII]. um, can I get a good call back number from you first in case we're connected?
[CUSTOMER][NEUTRAL] Yeah, a good call back number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, yeah, so I have the I have the appointment.
[CUSTOMER][NEUTRAL] The, the, the, um, the consultation and then I'm sure they're gonna take some X-rays and.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, yeah, I would like to be covered for that.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Right, we'll take a look at all that. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] My policy number, uh, offhand. I, I'm driving so I, I can't look right now.
[AGENT][NEUTRAL] Oh, I could start using your social.
[CUSTOMER][NEUTRAL] Yeah, OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment uh what was your last name [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Mailing address is uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, last thing I need is the email address we've got on file for you uh looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Letter [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that. Give me just a moment here. Let me get your policy pulled up.
[AGENT][NEUTRAL] OK, so for this policy, [PII], it's really focused more around preventative or basic expenses. There is no major coverage under this policy, but that does include, of course, preventative would be like uh cleaning exams, um, and then of course X-rays are covered as well. um, now if the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If the provider when you get there if they'd like to give us a call if they have specific uh procedure codes or anything they're curious about um they're more than welcome to give us a call and we can go over that information with them.
[CUSTOMER][POSITIVE] Yeah, OK, awesome, so yeah, so X-rays and yep, that sounds good. So is there a direct number so, so basically call the number that I call and then they'll just talk to you and then they'll go from there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I'm not I'm not sure what number you called, um, but our, but to get to our care team, it's uh [PII]. Is that what you called?
[CUSTOMER][NEUTRAL] Yeah, I called I called [PII] number.
[AGENT][POSITIVE] OK, OK, yeah, um, it may not come to me directly, um, but everybody is on the care team we're, we're all really good, I promise.
[CUSTOMER][POSITIVE] Got you. OK, sounds good thank you.
[AGENT][NEUTRAL] OK, yeah, of course, do you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling API. I hope you have a great.
[CUSTOMER][NEUTRAL] Oh wait a minute, what about um I do have one more question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, would, would, would, does that also cover the, uh, the walk-in consultation?
[AGENT][POSITIVE] Yes, definitely, um.
[CUSTOMER][NEUTRAL] Because you know how.
[CUSTOMER][POSITIVE] OK awesome
[AGENT][NEUTRAL] The oral evaluation that's typically what that is, so yeah, that's covered under preventative, yes, yes.
[CUSTOMER][NEUTRAL] The evaluation, right, right.
[CUSTOMER][POSITIVE] Awesome awesome thank you.
[AGENT][POSITIVE] You're very welcome have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.