AccountId: 011433970860
ContactId: ee6e0cce-88ce-4e83-874c-1546e39d2f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255179 ms
Total Talk Time (AGENT): 106598 ms
Total Talk Time (CUSTOMER): 97916 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ee6e0cce-88ce-4e83-874c-1546e39d2f7f_20250117T18:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm well.
[AGENT][POSITIVE] Good and how may I assist you?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] I had a dental appointment on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they referred me to an end.
[CUSTOMER][NEUTRAL] Tonic, I, I don't know how to pronounce it. Indo I don't know, specialist root canal specialist, mhm, and I'm calling to see if if I have coverage for that.
[AGENT][NEUTRAL] Deane. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or because they wanted me to call you first I guess before just make an appointment.
[AGENT][NEUTRAL] I can check on it.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] It is 024.
[CUSTOMER][NEUTRAL] 94941
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, uh, oh, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Did they give you any type of coding uh of the service they're gonna perform?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] Evaluate number 3 for retreatment, uh, previous root canal with linear non-draining.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Extended recommended, please refer to oral surgeons.
[CUSTOMER][NEUTRAL] And it's a crown replacement, I think.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, Mr. [PII], you have a, uh, dental policy through Universal Trucking. Um, with this policy, you do have a calendar year maximum of $1500 with a $50 deductible.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And major service is covered at 40%, and this is not a guarantee of payment, just a verification of your coverage, but we do cover um any major service including root canal or uh crowns or anything like that, that will be under major service which is covered at 40%.
[CUSTOMER][NEUTRAL] OK, so let's see, they, they're saying that this is probably gonna be.
[CUSTOMER][NEUTRAL] I think that service is $1200.
[CUSTOMER][NEUTRAL] I think that's what they're saying make no, 2000. I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I would have to go to them first for them to call you to see what the coverage would be.
[AGENT][NEUTRAL] Yes, yes, because we only cover 40%, so, um, and we need to know the codings that they're gonna be using in order to determine how much it's gonna be paying, um, so they can just go ahead and call us to get benefit information and eligibility.
[CUSTOMER][NEUTRAL] OK, so I already went to the dentist, so that's gonna take away from that $1000 a year, right?
[AGENT][NEUTRAL] Mhm. Yes, if you already visited the, the, the dentist, yeah, it's gonna have probably less by the time they go ahead and send in the claim.
[CUSTOMER][POSITIVE] All right, thank you, man.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] You too thank you man.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.