AccountId: 011433970860
ContactId: 07f525a0-4885-47c9-b273-c1b883b196b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349410 ms
Total Talk Time (AGENT): 93392 ms
Total Talk Time (CUSTOMER): 80238 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/07f525a0-4885-47c9-b273-c1b883b196b1_20250320T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm trying to verify benefits for a patient who just came in the door with her insurance card.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm not sure. I've never seen this insurance before.
[AGENT][NEUTRAL] OK, Ms. [PII]
[AGENT][NEUTRAL] OK, um, I can help you with the benefits for the patient, Miss [PII]. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] All right, will you send me one of those
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's Belmont Family Dental Care.
[CUSTOMER][NEUTRAL] Can you let me grab one of my um insurance sheets? I'm sorry.
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Yes ma'am, take your time.
[CUSTOMER][POSITIVE] OK, I'm so sorry about that.
[AGENT][POSITIVE] No, don't worry about it. It's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Um, her date of birth is [PII], and her policy number is 02584492.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and the effective date of her her policy is [PII].
[AGENT][NEUTRAL] And if you give me your fax number I can send you a fax that with her benefit and fee schedule breakdown.
[CUSTOMER][NEUTRAL] OK, well it has all the codes on there?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and will it let me know for periodontics if all 4 codes can be done on the same day?
[AGENT][NEUTRAL] Right, um, it, it will give all of that information if there is a code you're looking for that is not on the back and it's a non-covered procedure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, perfect, OK.
[AGENT][NEUTRAL] OK, alright, what's your ex?
[CUSTOMER][NEUTRAL] Alright, so up.
[CUSTOMER][NEUTRAL] It's 704.
[CUSTOMER][NEUTRAL] 626
[CUSTOMER][NEUTRAL] 3096
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a quick hold while I send that fax while we're on together, OK? Alright, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, she's got SB.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss [PII]. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can assist you with before we go?
[CUSTOMER][POSITIVE] No, that's it. I appreciate your help.
[AGENT][POSITIVE] Alright well you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.