AccountId: 011433970860
ContactId: d6afee97-9aaa-4784-a8f9-9c722b426c7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175119 ms
Total Talk Time (AGENT): 62987 ms
Total Talk Time (CUSTOMER): 94871 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/d6afee97-9aaa-4784-a8f9-9c722b426c7d_20250318T15:21_UTC.wav
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[CUSTOMER][NEUTRAL] just.
[CUSTOMER][NEUTRAL] Yeah you know.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I.
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII]. I'm calling from the dental provider's office, um, about, um, [PII]'s, uh, covered procedures. His date of birth is [PII].
[CUSTOMER][NEUTRAL] And I have his ID number if you need that.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And you want to go over his eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, I looked up the procedure codes on what we got on the fax yesterday and they're not listed and so I just wanted to see whether or not perhaps they are covered but just not currently on the list.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 794686.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. [PII]. I still don't know about that. I've asked plenty of times about it.
[AGENT][NEUTRAL] Alright, and thank you for verifying his information and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And so, um, let me pull up the facts back. Hold on one second.
[CUSTOMER][POSITIVE] OK, alrighty.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Message her.
[AGENT][NEUTRAL] OK, so on this fax back, it is up to date. So if the code you're looking for is not on the procedure code list, it's not covered by this policy.
[CUSTOMER][NEUTRAL] Oh, OK, well, I was just curious because I saw the codes for other bridges, porcelain fused to metal, um, but now, uh, they make full porcelain bridges and, uh, so that's why I was calling to check for the for retainer and Ponic for bridges so you're saying it's not gonna cover anything it's still a bridge it's still a retainer and Ponics like listed for the others.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it's not the all porcelain, it's not gonna cover anything on that.
[AGENT][NEUTRAL] No, ma'am. Um, unfortunately, if the, if that particular code or description isn't on the, the list of covered codes, it's not gonna cover it.
[CUSTOMER][POSITIVE] Uh huh OK well I appreciate you, [PII] that's just what I needed to know. I appreciate you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that was all I needed honey thank you so much.
[AGENT][POSITIVE] All right, Ms. [PII]. You're welcome. Well, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too [PII] bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.