AccountId: 011433970860
ContactId: 1d4d9ab0-f94d-4ea2-838f-d6d1d685d1e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182610 ms
Total Talk Time (AGENT): 88499 ms
Total Talk Time (CUSTOMER): 122515 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1d4d9ab0-f94d-4ea2-838f-d6d1d685d1e7_20250318T16:34_UTC.wav
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[CUSTOMER][NEUTRAL] procedure had a place, so he had.
[AGENT][POSITIVE] Thank you for calling ATL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. This is [PII] and I have a question about my patients, uh, insurance. I needed to find out if they have dental coverage with this.
[AGENT][NEUTRAL] OK, um, I can check the benefits for you Ms. [PII]. Can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] No, I, I don't know.
[CUSTOMER][NEUTRAL] Sure, my number is [PII]. I'm calling from South Florida oral and maxillofacial surgery.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Responsible for it.
[CUSTOMER][NEUTRAL] OK, the patient is the daughter [PII].
[CUSTOMER][NEUTRAL] You need the insurer's name? OK, OK, OK, [PII], her date of birth is [PII], and what else did you need?
[AGENT][NEUTRAL] No, just the patients, please.
[AGENT][NEUTRAL] The policy number, please?
[CUSTOMER][NEUTRAL] Um, is that like the group number 18005?
[AGENT][NEUTRAL] No ma'am, it might say inpatient or outpatient certificate number even.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. I have both of them. Which one do you need? The outpatient?
[AGENT][NEUTRAL] either one is fine.
[CUSTOMER][NEUTRAL] OK, 1452804 M like in Mary, L like in Lisa 8.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date is [PII] and to answer your question, this is not.
[CUSTOMER][NEUTRAL] To that. OK.
[AGENT][NEUTRAL] Dental this is um just to verify benefits it's not a guarantee of payment. They have a supplemental insurance policy that's billed secondary to the primary insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, I
[CUSTOMER][NEUTRAL] And I apologize for that. I don't know. Do they have dental coverage with this though? It's only me. Oh, OK.
[AGENT][POSITIVE] It helps with deductible co-pay and co-insurance.
[AGENT][NEUTRAL] No, ma'am. It's only medical. It's for accident or accident or sickness, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it's only a medical plan. So you know I sent you anything from the dental, it would not be covered. OK, that's what I needed to know, [PII]. Do you have a, a reference number for this call, please?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] And today's day, which is [PII]. OK, thank you so much, [PII], that's all I needed to know.
[AGENT][POSITIVE] You're very welcome Miss [PII]. I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] You too bye bye now.
[AGENT][NEUTRAL] Bye-bye.