AccountId: 011433970860
ContactId: 3702764a-adb3-40ab-a00b-8e5f89393d33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146270 ms
Total Talk Time (AGENT): 83699 ms
Total Talk Time (CUSTOMER): 60940 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/3702764a-adb3-40ab-a00b-8e5f89393d33_20250318T12:26_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling trying to get some dental eligibility for a patient please.
[AGENT][NEUTRAL] OK. And so you're just wanting eligibility or did you need benefits as well?
[CUSTOMER][POSITIVE] Benefits also please.
[AGENT][NEUTRAL] OK. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 02545011.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and there's no extension.
[AGENT][NEUTRAL] OK. And is this a medical or dental office?
[CUSTOMER][NEUTRAL] Dental please.
[AGENT][NEUTRAL] OK, would you like to schedule a benefits, uh, the schedule of benefits faxed over to you?
[CUSTOMER][NEUTRAL] Could I possibly have an email my faxes down for a moment?
[AGENT][NEUTRAL] OK, what is that email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes yes ma'am.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that for me, [PII].
[AGENT][POSITIVE] So I'm showing a policy effective date of [PII]. Uh, this policy is active. Um, there is no claims claims on file, so there's no claims history, and I'll get this emailed over to you within the next 5 minutes. It will include.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] The schedule will include um the calendar year maximum and deductible information, um, the percentage levels, um, this policy covers preventive and basic only, no major coverage.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] In the.
[CUSTOMER][NEUTRAL] the.
[AGENT][NEUTRAL] Um, it will also include the claims mailing address, payer ID number, and fax number.
[CUSTOMER][NEUTRAL] Now
[AGENT][NEUTRAL] And then it'll list each procedure code that's covered under this policy. It's gonna be about 5 pages including the cover sheet and it's on its way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] it's gonna be about 5.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] All [PII]. Any other questions I can help out today?
[CUSTOMER][NEUTRAL] No ma'am, not at the moment thank you ma'am.
[AGENT][POSITIVE] Alright [PII] thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.