AccountId: 011433970860
ContactId: 496dc0b1-54b5-4310-a055-11014516ac0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237429 ms
Total Talk Time (AGENT): 79495 ms
Total Talk Time (CUSTOMER): 80800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/496dc0b1-54b5-4310-a055-11014516ac0d_20250203T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling you from Leidenheimer Dental Group.
[AGENT][POSITIVE] Hey [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good I'm good.
[AGENT][NEUTRAL] How can I help?
[CUSTOMER][NEUTRAL] I am just calling to um verify my patient's eligibility. They haven't been here in a while to see if they're still eligible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no worries. What's their policy number?
[CUSTOMER][NEUTRAL] 01817005
[AGENT][POSITIVE] Alright, thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for that. So patient is still active. The effective date is [PII].
[CUSTOMER][NEUTRAL] And they still have the 50 deductible 1500 max.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, have they used any of their Macs this year?
[AGENT][NEUTRAL] Let me double check here. One moment.
[CUSTOMER][NEUTRAL] you didn't hit me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] After the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. So, yeah, looks like patient has not used anything to date, so they still have everything remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you tell me by looking there if they're eligible for exam cleaning bite wing panel.
[AGENT][NEUTRAL] Let's see for [PII], correct?
[CUSTOMER][NEUTRAL] Things of that nature.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see what we got on here.
[CUSTOMER][NEUTRAL] No flu I didn't see it once I see that.
[AGENT][NEUTRAL] Yeah, it's not bringing up any history.
[AGENT][NEUTRAL] I'm not seeing anything that would affect any of that. I double checked and triple cause I'm like that doesn't seem, but yeah, and there's nothing popping up that looks like would mess with frequency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and his um.
[CUSTOMER][NEUTRAL] Looks like that panel, if we do take a panel that's covered at 80%.
[AGENT][NEUTRAL] Let me double check the facts back here. I can confirm that with you. It should probably be the same.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, yes, it looks like you are that is covered at 80%.
[CUSTOMER][POSITIVE] Alright perfect that is all I needed so thank you for your help and if you're able to send a fax of those verification of benefits, that'd be great.
[AGENT][POSITIVE] Absolutely, [PII]. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alright, I'm sending that now. It should be there in about 5 minutes, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.