AccountId: 011433970860
ContactId: f1b02fb1-8efc-4509-a2f9-7bb96febaee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174059 ms
Total Talk Time (AGENT): 64321 ms
Total Talk Time (CUSTOMER): 57259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f1b02fb1-8efc-4509-a2f9-7bb96febaee1_20250213T21:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is. How may I assist you?
[CUSTOMER][NEUTRAL] I'm just trying to find out how much um my insurance covers for a tooth obstruction obstruction.
[AGENT][NEUTRAL] I can check and see what are your benefits. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 02594495
[AGENT][NEUTRAL] OK, and I need your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK, thank you. And is this gonna be for a simple extraction?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] OK. All right, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. So with this policy, um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We cover the um
[AGENT][NEUTRAL] Simple extraction at 80%.
[AGENT][NEUTRAL] Let me go ahead and get your maximum benefit for the year. One moment.
[AGENT][NEUTRAL] And you have a calendar year maximum of $500 with a $50 deductible.
[CUSTOMER][NEUTRAL] So you're saying if it's $500 you cover 80% of it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And um,
[CUSTOMER][NEUTRAL] Does my insurance, uh, does it do, um, like, uh, like a screw in and replace of it or no?
[AGENT][NEUTRAL] A what? I'm sorry?
[CUSTOMER][NEUTRAL] Um, can you get like a fake tooth in their place of.
[AGENT][NEUTRAL] Oh, no, implants, mm, it doesn't cover implants.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Mister [PII]?
[CUSTOMER][NEUTRAL] Um, it's a
[AGENT][POSITIVE] OK, well thank you for calling APO. Have a good afternoon.