AccountId: 011433970860
ContactId: 441a7ed5-3b94-4455-b9fd-85592ce38045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381179 ms
Total Talk Time (AGENT): 112370 ms
Total Talk Time (CUSTOMER): 86153 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/441a7ed5-3b94-4455-b9fd-85592ce38045_20250129T14:36_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Doctor [PII]'s office. I'm calling in reference. We sent in a pre-estimate for a patient, and we have not heard anything from it, so I'm calling to check on the status of it for her, please.
[AGENT][NEUTRAL] I can certainly help with that. Do, what is the policy number, please?
[CUSTOMER][NEUTRAL] 617-299
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just checking now.
[AGENT][NEUTRAL] OK, so you just, you, you have sent this in. When, when did you send it in to us, uh, [PII]?
[CUSTOMER][NEUTRAL] The first time we sent it on [PII], then I resend it again in this month.
[AGENT][NEUTRAL] OK. OK. Let me check. Excuse me, just one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, it looks like that was sent out on um.
[AGENT][NEUTRAL] Give me just a minute, please. OK, it looks like that was sent out uh on the [PII]. It probably didn't go out uh in the mail though, until the [PII] or [PII]. Yeah, probably the [PII] or [PII] actually, because there was that holiday. Um, so, uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, with the
[CUSTOMER][NEUTRAL] And we had a snowstorm in [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Oh no, just one thing after another, um, so it
[CUSTOMER][NEUTRAL] Oh yeah we were everything was shut down for a week so OK I just wanted to make sure that we are getting an answer on it because uh she's checking on it.
[AGENT][NEUTRAL] Yes, yeah. It looks like the, um, it looks like the benefit, it looks like the, it's uh it's a $50 deductible, um, but it does look like that, uh, it does look like that could be covered. So, um, you should be getting that just any time and I'm sorry for the delay, but, uh, it, it is on its way to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, uh, can you, can.
[AGENT][NEUTRAL] Now is this the only one that we're looking at or?
[CUSTOMER][NEUTRAL] Yeah, it's can you tell me what they approved and what the patientsport would be because that's what she's she's wanting to know.
[AGENT][NEUTRAL] It looks like her responsibility will be $67.
[CUSTOMER][NEGATIVE] So they did not approve for the crowns.
[AGENT][NEUTRAL] Uh, that's, that is the only thing that's, that's what I'm showing so far. Let me just see.
[CUSTOMER][NEUTRAL] Yeah, because this is a claim for $3600 a pre-estimate.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] That's the only part that I'm able to see is it is uh it it it there's a $50 deductible and it's uh and there is a uh her portion will be $67. That's the only thing that that is showing on here.
[CUSTOMER][NEUTRAL] Oh, it doesn't show that it was a pre-estimate for a fixed bridge.
[AGENT][NEGATIVE] No, it doesn't because I, I just don't see it. Uh, I just don't have the ability to see it. Uh, the only thing I can tell you is when it was sent out and, uh, in this, just this portion, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, alright, well I guess I'll wait till I get here and see what it says because it sounds like I don't know what that sounds like that was just for her claim and we had sent in a pre-estimate for a bridge on the upper left for $3600.
[CUSTOMER][NEUTRAL] Do they do free estimates?
[AGENT][POSITIVE] Yes, absolutely they do. Yeah, they do. It's just that's, you know, it's just it it just seems like it's taking a while to get to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thanks for contacting AP have a good day.
[CUSTOMER][NEUTRAL] Uh.