AccountId: 011433970860
ContactId: 0c3ca535-1afb-4695-b3d3-b5ab3da5d984
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 765140 ms
Total Talk Time (AGENT): 203736 ms
Total Talk Time (CUSTOMER): 358588 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/0c3ca535-1afb-4695-b3d3-b5ab3da5d984_20250423T16:53_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thanks for calling ATL.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling for dental office looking.
[AGENT][NEUTRAL] Hello, can I help you?
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] I'm calling for dental. My name is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] You have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] I have no policy number. I have already
[CUSTOMER][NEUTRAL] Uh, policy certificate number.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] It's 02474928.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My name is uh [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I show the policies effective [PII] currently active, no term date?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Again fact a fact fact that has all the benefits you need that or are you needing to go over it over the phone?
[CUSTOMER][NEUTRAL] 1 2nd, 34.
[CUSTOMER][NEUTRAL] I have full break breakdown. Uh, is the provider is the in-net or out network?
[AGENT][NEUTRAL] Uh, they have a network. It's [PII]. They can use that network. We don't know who's in network with them. I can give you their number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One second. I official is Carrington.
[AGENT][NEUTRAL] The network is Carrington.
[CUSTOMER][NEUTRAL] Carrington. And what is the fee?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I, I'm sorry?
[CUSTOMER][NEUTRAL] What is the fee schedule?
[AGENT][NEUTRAL] The pay schedule?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just based on what's reasonable and customary.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] The schedules based, yes, the schedules based on what's reasonable and customary.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, based on customary.
[CUSTOMER][NEUTRAL] Usually customary.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] The yearly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Customary, one second.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] It's correct the usually custom.
[AGENT][NEUTRAL] Yeah, it's usual and customary.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, and is the calendar policy fiscal year?
[AGENT][NEUTRAL] The calendar year policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Not a guarantee of payment based outline.
[CUSTOMER][NEUTRAL] OK, how much I max?
[AGENT][NEUTRAL] How much have they met?
[CUSTOMER][NEUTRAL] Is that how much I need maximum and remaining amount?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Your voice is breaking, breaking down.
[AGENT][NEUTRAL] I, I wasn't talking.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] How much I need maximum and yes, how much I need maximum demanding amount?
[AGENT][NEUTRAL] I'm, I'm checking.
[AGENT][NEUTRAL] I'm checking. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, they haven't used any of their calendar year max of 500.
[CUSTOMER][NEUTRAL] 500, only 500.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. How the remaining amount?
[AGENT][NEUTRAL] They have not used anything. They have the full 500.
[CUSTOMER][NEUTRAL] OK, and deductible?
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] 50, OK. Nothing has been used.
[CUSTOMER][NEUTRAL] It's correct or nothing has been used. Which frequency applies to deductible basic major and preventive.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] Which frequency applies to deductible basic measure and preventive.
[AGENT][NEGATIVE] There's no major coverage.
[AGENT][NEUTRAL] Radiographs, FMX expenses, basic and basic restorative, those all apply to uh the $50 deductible.
[CUSTOMER][NEUTRAL] I want basic and preventive is correct?
[AGENT][NEUTRAL] Some preventative services don't apply.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Uh, no, apply only for the basic. OK. Thank you so much.
[CUSTOMER][NEUTRAL] And what is the group name and group number?
[AGENT][NEUTRAL] Let me check. Hold on one moment.
[CUSTOMER][POSITIVE] Yes, sure, take your time.
[AGENT][NEUTRAL] 70052 is the group number. Group name is Oxford Global Resources.
[CUSTOMER][NEUTRAL] 700
[CUSTOMER][NEUTRAL] One second. Is the 7001?
[AGENT][NEUTRAL] 70052.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you spell out name is the group number group name?
[AGENT][NEUTRAL] Uh, it's Oxford, O as in Oscar, X as in X-ray, F as in Foxtrot, O as in Oscar, R as in Romeo.
[AGENT][NEUTRAL] D as in Delta.
[AGENT][NEUTRAL] Global
[AGENT][NEUTRAL] G as in Golf, L as in Lima, O as in Oscar, B as in Bravo, A as in Alpha, L as in Lima.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Resources
[AGENT][NEUTRAL] R as in Romeo, E as in Echo, S as in Sierra, O as in Oscar.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oxford 17.
[CUSTOMER][NEUTRAL] One second is the Oxford Hall, is it correct?
[AGENT][NEUTRAL] Oxford Global Resources.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Oxford Global Resources.
[CUSTOMER][NEUTRAL] Oxford. Is that O for Oscar, O for X for X-ray, P for Paul, O for Oscar, R for India, R for Romeo, D for Delta, is it correct? Oxford.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, for resources.
[CUSTOMER][NEUTRAL] My name's
[CUSTOMER][NEUTRAL] One second, and.
[CUSTOMER][NEUTRAL] Which is is global.
[CUSTOMER][POSITIVE] Correct. OK. Thank you so much.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you one more time. Can you please spell out one more time?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You say spell it out?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Global
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]a.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oxford [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And uh any history for this patient?
[AGENT][NEUTRAL] History, via the coast?
[CUSTOMER][NEUTRAL] And to participation?
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Any history for this patient?
[AGENT][NEUTRAL] Any history? Is that what you said?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] On.
[AGENT][NEUTRAL] You say history?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yes, what I need to put.
[AGENT][NEGATIVE] And you're breaking up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEGATIVE] You you're breaking up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] Yes, I, uh, any issue for this patient?
[AGENT][NEUTRAL] Any history? Are you saying history?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I need the codes. What history are you referring to? I'll need the codes to check history.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 015001.
[CUSTOMER][NEUTRAL] OK, is, I have, uh, one more, uh, is there any waiting period then missing people?
[AGENT][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The American or one patient my customers.
[AGENT][NEGATIVE] There's no, there's no.
[CUSTOMER][NEUTRAL] No, with what, uh, you see that and get that OK so.
[AGENT][NEUTRAL] I'm sorry, you're
[AGENT][NEGATIVE] There's no, there's no.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, is there any waiting period and missing?
[AGENT][NEUTRAL] There's no waiting period, there is a missing tooth clause.
[CUSTOMER][NEUTRAL] OK, and brown or bed she did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much. And uh is it I have some code needs some frequency and percentage.
[AGENT][NEUTRAL] You have codes, is that what you said?
[CUSTOMER][NEUTRAL] Yes, [PII] BB 0274111420613512 talented 33304341.
[CUSTOMER][NEUTRAL] 4109171407210722021506750151106010605960569944 and 7953.
[AGENT][NEUTRAL] OK, I can fax over that information to you. Do you have a good fax number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah, sure. Thank you so much.
[CUSTOMER][NEUTRAL] All the history for the insects, is correct?
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] All you are considering taxes, correct?
[AGENT][NEUTRAL] I can't, I'm, I'm sorry, I can't understand what you're saying.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll fax that over.
[CUSTOMER][NEUTRAL] All the benefits and taxes, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. And please give me a reference number in your name.
[AGENT][NEUTRAL] My name is [PII], and today's date is the reference number. My name and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.