AccountId: 011433970860
ContactId: 1352741a-0bec-4ca1-9d53-3a0ed25b0d25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220080 ms
Total Talk Time (AGENT): 72020 ms
Total Talk Time (CUSTOMER): 71788 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/1352741a-0bec-4ca1-9d53-3a0ed25b0d25_20250612T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from a provider's office. I'm calling to check eligibility for one of my patients.
[AGENT][NEUTRAL] I can help you with eligibility. [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, that phone number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do um with the social work.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is the social?
[CUSTOMER][NEUTRAL] Let me just let's OK um the social is gonna be.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And were you wanting a fax back of benefits?
[CUSTOMER][NEUTRAL] Um, actually I just wanna check if my providers in network and check if, uh, a specific ADA code is covered.
[AGENT][NEUTRAL] OK, um, I will say her policy is active. The effective date was [PII]. This policy does not go, um, we don't have in and out of networks. It does participate in the Carrington network, but it's not a requirement. We'll, um, we will, uh, honor the benefits as long as it's a covered, uh, service.
[CUSTOMER][NEUTRAL] Got it. OK, that makes sense. Um, OK, you could just let me know if the 70 to 40 is covered under this plan because I know it's a very limited plan.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You said 7240, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is it?
[AGENT][NEUTRAL] What's the description of it?
[CUSTOMER][NEUTRAL] Um, that
[CUSTOMER][NEUTRAL] Description is a complete bony extraction, oral surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not seeing that code on here.
[CUSTOMER][NEUTRAL] OK, I kind of figured it wasn't covered. I just got it.
[AGENT][NEUTRAL] Yeah, and this is only basic restorative. Yeah. That sounds like a major um oral surgery. This one doesn't cover oral surgery.
[CUSTOMER][NEUTRAL] Got it. Alrighty, Ms. [PII], if I could just get a reference number for our call today, that would be it.
[AGENT][NEUTRAL] OK, we don't have reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much Miss [PII]. You have a good weekend.
[AGENT][POSITIVE] OK you too thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you, thank you, bye bye.
[AGENT][NEUTRAL] Bye.