AccountId: 011433970860
ContactId: 4751ac5a-a96c-492f-9254-b1348cddb568
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394429 ms
Total Talk Time (AGENT): 160346 ms
Total Talk Time (CUSTOMER): 95015 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/4751ac5a-a96c-492f-9254-b1348cddb568_20250609T18:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey I was calling to check eligibility on a patient please.
[AGENT][NEUTRAL] All right, you're just needing to get eligibility. Is that correct? Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I'm sorry.
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02621169
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And you were not needing any benefit information. It was only just to verify if the policy is active. Is that correct?
[CUSTOMER][NEUTRAL] Well, and is this just a discounted plan or is it actual uh actual insurance?
[AGENT][NEUTRAL] OK. The, OK, so first off, let's verify that I have the correct policy pulled up. What is the member's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] Date of birth. Hold on, let me message her and see.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you're getting his date of birth, is that right?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I do, now, the policy number that you gave me is a dental policy. Is that what you were trying to verify eligibility for?
[CUSTOMER][NEUTRAL] Yes, we're a dental office.
[AGENT][NEUTRAL] OK, so I do show that Mr. [PII] is the subscriber on this dental policy, and yes, ma'am, it is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it it has full benefits like 180 50.
[AGENT][NEUTRAL] OK, this policy only provides benefits for basic and preventative, and I do have a fax back of the benefit information that I would be happy to send to you if you would like.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] All right. So just a moment for me to get that pulled up.
[CUSTOMER][NEUTRAL] And does it show that anyone like is there any um anybody on this policy with him or is it just for him?
[AGENT][NEUTRAL] No, ma'am. This is an individual policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then just tell me whenever you're ready for the fax number.
[AGENT][POSITIVE] Yup, it's still pulling up everything for me.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEGATIVE] And there is no, um, there's no history also on file for him at this time.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all the covered services are listed on the fax back that you'll be getting.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Great.
[AGENT][POSITIVE] Still just, I'm still just waiting. Thank you for your patience.
[CUSTOMER][NEUTRAL] Are y'all associated with EMI at all or is that different?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, ma'am, I don't even know what that is.
[CUSTOMER][NEUTRAL] OK, I didn't know if they were, uh, they are kind of associated with like Dinimax and a couple of different insurances, so I didn't know if Carrington was one of them as well.
[CUSTOMER][NEUTRAL] What the schedule do y'all go with?
[AGENT][NEUTRAL] Oh, now, you may want caring, is the Carringtonee schedule. Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm just gonna reload this. Give me just a moment because it's not pulling up properly for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Will it need to have your name on it or is that not necessary, [PII]?
[CUSTOMER][NEUTRAL] It, it's not necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back to make sure I heard it correctly. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I have just sent that to you and if you all end up filing a claim with us for him once the claim has been processed, we do have a portal that you should be able to check claim status in, [PII], and the website for our portal is located at secured.
[CUSTOMER][NEUTRAL] OK, uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] All right. Well, you're very welcome. So is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Nope, that'll be all.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.