AccountId: 011433970860
ContactId: fc44d63d-1966-43b9-8539-9d05cfabdf10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163580 ms
Total Talk Time (AGENT): 63712 ms
Total Talk Time (CUSTOMER): 48241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fc44d63d-1966-43b9-8539-9d05cfabdf10_20250410T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to see if my insurance covers wisdom teeth removal.
[AGENT][POSITIVE] OK, I can help you with your benefits. Could I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number is 023537771.
[AGENT][NEUTRAL] OK. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number just in case this call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just need a few other pieces of information, your address, please?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, I think on there I have.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and that was for wisdom teeth removal, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Pull up your policy and this is not a guarantee of payment, it's a basic outline of your plan.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, so some teeth.
[AGENT][NEUTRAL] So what it would cover, and this would be, it would pay $500 and you have a 500 $50 deductible, it would be for an extraction of an erupted tooth. So it would have to be a wisdom tooth that was like fully outside of the gum, couldn't be impacted.
[AGENT][NEGATIVE] There's no coverage for that.
[CUSTOMER][NEUTRAL] OK, so is this there's no coverage for taxes.
[AGENT][NEUTRAL] Correct, yeah, it just would be if it's um erupted out of the gums and it pays 80% up to $500 after a $50 deductible.
[CUSTOMER][NEUTRAL] OK, so if it's outside of the grounds, it's um.
[CUSTOMER][NEUTRAL] Covered but with the $50 deductible they have to pay.
[AGENT][NEUTRAL] Yes, and then we pay 80% of the charge up to a max of 500.
[CUSTOMER][POSITIVE] OK, that's all I want to know, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.