AccountId: 011433970860
ContactId: cb48a596-e43d-452f-bd13-9ec02ecba2f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176020 ms
Total Talk Time (AGENT): 67200 ms
Total Talk Time (CUSTOMER): 89590 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/cb48a596-e43d-452f-bd13-9ec02ecba2f0_20250328T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I work at an oral surgeon's office, and I was wondering if I could get a um we have a patient coming in today and I was wondering if I could get an ADA code uh if we can see if that's covered or not.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] That would be 02596171.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] spelled like the TR.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Now, what I can tell you, [PII], is that this is a limited dental policy. It is active as of [PII]. It does not cover major procedures. You wanna give me that code and I can just verify?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah it's 9223.
[AGENT][NEUTRAL] That is, excuse me, that is gonna be considered major and not covered.
[CUSTOMER][NEUTRAL] And she
[CUSTOMER][NEUTRAL] OK. All right. And then um I had oral surgery. The last person I spoke to, they said that oral surgery would be at 80%. Is that correct? I don't see it on the fax back I got either.
[AGENT][NEUTRAL] Oral surgery is not covered.
[CUSTOMER][NEUTRAL] I just wanted to verify.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK. I just wanted to double check because it didn't seem.
[AGENT][NEUTRAL] So the only, I mean,
[AGENT][NEUTRAL] Any other codes I can check?
[AGENT][NEUTRAL] There's only this simple extraction covered under her plan. Did you get a fax back?
[CUSTOMER][NEUTRAL] No, I mean.
[CUSTOMER][NEUTRAL] Yeah, she told me um 7140 because I was asking about wisdom teeth. I did and then that was all that seemed to be a lot less coverage than when I was uh given on the phone so I was wondering if um she said 7140 is covered.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I was looking for wisdom teeth. OK, is that at 80%?
[AGENT][NEUTRAL] It is, and it's just a simple extraction, not oral surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will let the office manager know thank you for your time.
[AGENT][POSITIVE] It's been my pleasure. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's everything thank you so much.
[AGENT][POSITIVE] And thank you for calling APO. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.