AccountId: 011433970860
ContactId: 38417f4b-9e40-4217-9b26-e19c0cbff2dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420619 ms
Total Talk Time (AGENT): 146044 ms
Total Talk Time (CUSTOMER): 107318 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/38417f4b-9e40-4217-9b26-e19c0cbff2dd_20250416T17:57_UTC.wav
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[CUSTOMER][NEUTRAL] That's the number I gave to the people because they said they already have 4.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I can barely hear you.
[AGENT][POSITIVE] Oh, I'm so sorry, let me see if I can fix that for us.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, thank you. Hi, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hey, um, I had a few questions about a patient's dental plan.
[AGENT][NEUTRAL] OK, I can help you with dental, um, questions. May I please get your name and your callback number just in case the call is disconnected? I'll be able to call you back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII], and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, urgessent Center.
[AGENT][NEUTRAL] Thank you. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, it's um the policy number is 604631. His name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull him up quick.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I got up now you said you had questions about the policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, I had gotten a fax back and it didn't, it showed like frequencies and stuff, but I just need to know his percentages. Um, what is his preventive basic and major coverage?
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] be just so the computer can pull it in.
[AGENT][NEUTRAL] Let's try to pull it in now for us.
[CUSTOMER][NEUTRAL] It's so weird seeing we were so little likey.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] What is it that the what was the um
[AGENT][NEUTRAL] Frequency
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I need to
[CUSTOMER][NEUTRAL] I have this spring and season I needed to know the percentage like what is preventative cover.
[AGENT][NEUTRAL] Preventative and.
[AGENT][NEUTRAL] this is based on um it's a set amount for a covered procedure, so when you see the procedure code and you look to the right, that's the amount that's going to pay.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and then the difference in our fees and what y'all allow is the patient's responsibility?
[AGENT][NEUTRAL] We don't give patient responsibility. We let the provider determine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right and um.
[CUSTOMER][NEUTRAL] Do you have a group name and number and if and could tell me if he has any history?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, um, the group number is LA like lion apple 0660.
[CUSTOMER][POSITIVE] I like to feel like.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] And it's Louisiana Transportation and Development.
[CUSTOMER][NEUTRAL] I'm on my own but I'm the same.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me see if insured has any history.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, I'll have to look it up by procedure code. Can you give me the first procedure code you like for search?
[CUSTOMER][NEUTRAL] Uh, sure, it's gonna be for.
[CUSTOMER][NEUTRAL] Um, 0150 and.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The next one is gonna be.
[CUSTOMER][NEUTRAL] It's gonna be 0150 and 0210.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me look those up real quick.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 0150 the last time that it was used was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then 02 10, the last time that one was used was also on the same day, [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] OK, and then, um, let's see, I guess I'm gonna go ahead and check for a cleaning [PII].
[AGENT][NEUTRAL] It's gonna be uh.
[CUSTOMER][NEUTRAL] The same day.
[AGENT][NEUTRAL] OK, let's see. OK.
[AGENT][NEUTRAL] The last time [PII] was used was [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, alrighty thank you so much.
[AGENT][POSITIVE] You're so welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No ma'am that's all.
[AGENT][POSITIVE] OK. You take care.
[AGENT][NEUTRAL] P
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye