AccountId: 011433970860
ContactId: 1f1005cd-a17d-4adc-a1a7-6556f89ea7c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176419 ms
Total Talk Time (AGENT): 54967 ms
Total Talk Time (CUSTOMER): 80554 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/1f1005cd-a17d-4adc-a1a7-6556f89ea7c5_20250312T18:52_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I was calling from a dental office. I have a patient, um, that he brought in, um, his normal insurance Cigna, and then he has to do, um, an, an emergency procedure of a root canal on one of his tooth, and we wanted to know if you guys covered dental procedures.
[AGENT][NEUTRAL] Well, let's look at this policy, um, [PII], what is that policy number?
[CUSTOMER][NEUTRAL] The gap insurance.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I have the group number and the policy number I don't have here.
[AGENT][NEUTRAL] It might be listed under member number, um.
[AGENT][NEUTRAL] Sometimes that's
[AGENT][NEUTRAL] Might begin with a 01 0.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] No, the, the card that he gave me doesn't really have, it just has the ins the the patient insured, the coverage, the group number, the effective date, um, the plan that it's in, and then the in hospitals benefit certification number, and then the outpatient.
[AGENT][POSITIVE] Oh, yes, that would, that would be good.
[AGENT][NEUTRAL] Yeah, one of those would be fine. Yes, in, in or out is gonna 02.
[CUSTOMER][NEUTRAL] The in hospital?
[CUSTOMER][NEUTRAL] OK, 02.
[CUSTOMER][NEUTRAL] 49
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 7489.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII]. Give me just one second, I'm sorry.
[AGENT][POSITIVE] Thank you. Yes, uh-huh.
[CUSTOMER][POSITIVE] OK, I'm so sorry for the wait.
[AGENT][NEUTRAL] Oh, no, that's fine. I, I just need a phone number, please, before uh I can give you any of the benefits.
[CUSTOMER][NEUTRAL] Yeah, the phone number that uh for the office is [PII].
[AGENT][NEUTRAL] Thank you. Um, first of all, this policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance, uh, that's meant to pick up the deductible, co-payment or co-insurance from his Major Medical, but it doesn't cover dental or vision. It, it doesn't cover, uh, any of those things, so the root canal would not be covered under this policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so it wouldn't be covered and um it would only be for health services.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect thank you again so much for your help today, [PII].
[AGENT][POSITIVE] OK, OK, thanks for contacting AP have a good.