AccountId: 011433970860
ContactId: d0ce57e2-84d1-4e53-b459-86c6e8b113dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322720 ms
Total Talk Time (AGENT): 53386 ms
Total Talk Time (CUSTOMER): 119791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d0ce57e2-84d1-4e53-b459-86c6e8b113dd_20250310T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII]. Um, I have Ms. [PII] on the phone, and her policy number is 602187, and her good callback number is [PII] and she is wanting to know about um a procedure.
[AGENT][NEUTRAL] 07. OK, dental, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you, dear. You have a good day. All right. Bye-bye.
[AGENT][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to find out, uh, how much my policy will pay on a cap because my tooth is cracked and they're saying it's gonna cost $1000 and I ain't got no $1000.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Do you have the procedure code?
[AGENT][NEUTRAL] I can check to see if it's covered.
[CUSTOMER][NEUTRAL] My, my.
[CUSTOMER][NEUTRAL] My policy is 602187.
[AGENT][NEUTRAL] Yes ma'am, I have that Miss [PII] gave me the policy number, but I would need to know the procedure code for that cap to see if it's covered because we go by procedure codes.
[CUSTOMER][NEUTRAL] Oh, you need
[CUSTOMER][NEUTRAL] I don't know, so you need the procedure code.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't have a procedure code. I'll, I'm, I'm gonna call them.
[CUSTOMER][NEUTRAL] Hold on just a bit and I'm gonna see if I can get them on the line.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I'm trying to check with my insurance and see how much they would pay um a cap because they got me a cap.
[CUSTOMER][NEGATIVE] Because my feet is broken and people broke in back. They said they need the procedure code before they can tell me I'm like.
[CUSTOMER][NEUTRAL] My name is [PII] and my date of birth is [PII].
[CUSTOMER][NEUTRAL] 27.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you tell me what the procedure code would be?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I'm almost there. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 82,750.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] She said the procedure code is D 2750.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that is a covered procedure, a crown. So for 2750, um, please note verification of benefits provided does not guarantee payment for that crown, 123 2750, we will pay.
[AGENT][NEUTRAL] $230.
[CUSTOMER][NEUTRAL] $230.
[AGENT][NEUTRAL] Yes ma'am, for 2750.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Yes, you're welcome. Thank you for calling APO. Bye bye. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.