AccountId: 011433970860
ContactId: 0fca5c05-fbcb-446d-b98f-0b256f9b355e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148360 ms
Total Talk Time (AGENT): 67193 ms
Total Talk Time (CUSTOMER): 80767 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/0fca5c05-fbcb-446d-b98f-0b256f9b355e_20250612T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] from Modern Family Dentistry, and I was just wanting to confirm some eligibility for a patient.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It is 025653778.
[AGENT][NEUTRAL] I'm sorry, it was 0256 and then can you repeat the rest?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 5378.
[AGENT][POSITIVE] Thank you. Sorry about that.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] you're filling us over to 80.
[AGENT][NEUTRAL] And what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], and then his birthday is [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] We can add it and then we can reach it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you need us to we can send a fax back uh with a breakdown of benefits also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you do that please?
[AGENT][POSITIVE] Yeah, absolutely. What's a good facts?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 843.
[CUSTOMER][NEUTRAL] 767.
[CUSTOMER][NEUTRAL] 651 9.
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] Alright. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, so give it about 5 minutes and you should have that. Is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] Um, will that back back have his remaining benefits on there and his his deductible?
[AGENT][NEUTRAL] It does have like the calendar year maximum and deductible, but I can give you what they have left remaining for the year. It's not gonna have that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, it's just every insurance is tricky and we have one insurance.
[AGENT][NEUTRAL] Let me pull that up. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so their calendar year maximum is $500 and the deductible is $50. The patient has the full $500 remaining and the $50 deductible.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye