AccountId: 011433970860
ContactId: 197140b4-9b70-40ed-935a-28c328f1221a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208820 ms
Total Talk Time (AGENT): 87052 ms
Total Talk Time (CUSTOMER): 76744 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/197140b4-9b70-40ed-935a-28c328f1221a_20250618T14:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from IA Pediatric Dentistry in [PII], and I just needed to verify eligibility and check remaining maximum for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility in that remaining benefit amount. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Let me see, give me one second, let me pull it up.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have the group number and then the plan ID.
[AGENT][NEUTRAL] Um, we can try the plan ID.
[CUSTOMER][NEUTRAL] OK, it's 152 is what I have and then I have subscriber's name and member ID.
[AGENT][POSITIVE] Oh interesting.
[AGENT][NEUTRAL] Oh, what was that member ID?
[CUSTOMER][NEUTRAL] Let me grab that for you so I have insured ID is 02599112.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that sounds like what I need. Give me just a moment.
[AGENT][NEUTRAL] There we are OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The subscriber is [PII], um, [PII], and I'm calling for a dependent.
[AGENT][NEUTRAL] OK, um, which dependent were we looking at?
[CUSTOMER][NEUTRAL] [PII] 1217 and 19.
[AGENT][NEUTRAL] Got it, thank you for verifying that. OK, so this policy is currently active. Uh effective date was [PII].
[AGENT][POSITIVE] Give me one moment, I will see how much of that benefit you used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Messiah used $80 of that benefit, um, has not met that $50 deductible, um, so the remaining benefit amount is $420 for the calendar year.
[CUSTOMER][NEUTRAL] All right awesome and then can I get um I just need to know like if they were to come in for a limited exam, can you tell me if treatment can be done same day?
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh yes it can absolutely be done today.
[CUSTOMER][POSITIVE] Awesome, is there any way that you guys can.
[AGENT][NEUTRAL] Did you need a copy of the fax back or anything like that?
[CUSTOMER][NEUTRAL] Yes please, that was my next question.
[AGENT][NEUTRAL] Sure, definitely, OK, uh, let's see what what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Did you have any questions for me?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.