AccountId: 011433970860
ContactId: 4c06e298-31f5-40f5-b1b4-ce514bc57ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247919 ms
Total Talk Time (AGENT): 105845 ms
Total Talk Time (CUSTOMER): 73246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/4c06e298-31f5-40f5-b1b4-ce514bc57ef7_20250418T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon Ms. [PII]. My name is [PII] and I'm calling with the dental provider's office.
[AGENT][POSITIVE] All right, how can I help today?
[CUSTOMER][NEUTRAL] Yes, I was just calling to verify eligibility for a dependent on an account.
[AGENT][POSITIVE] All right, I'm happy to check eligibility. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 01735036.
[AGENT][POSITIVE] Alright, thank you for that one moment.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And then can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] As far as like
[CUSTOMER][NEUTRAL] OK, it will be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. It looks like the effective date on here is [PII]. And if you guys need us to, we can also send a fax back with benefits.
[CUSTOMER][POSITIVE] Yes ma'am, I would really appreciate if you do so.
[AGENT][POSITIVE] Absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, I had [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'm sending that now. Give me about 5 minutes. It should be over there. Is there anything else we can check on?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, can you just please let me know if there's any outstanding claims on this patient and last day of history?
[AGENT][NEUTRAL] Uh, let's see here one moment.
[AGENT][NEUTRAL] Right, don't show any claims on file for this patient and I'm not showing any history either. The effective date on this is [PII], so we haven't had any activity since then.
[CUSTOMER][NEUTRAL] OK, and I was gonna ask you about a certain procedure code the code D 1354, is that covered benefit?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And is there an age limit?
[AGENT][NEUTRAL] Let's see here one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The 1354.
[AGENT][NEUTRAL] OK, so I do not see 1354 listed on the fax back, therefore it would not be covered.
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's not a covered benefit, OK, and what is the age limit on the floor right?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So it looks like it is limited to dependent children under the age of [PII], and it is a maximum of 1 procedure for 12 months.
[CUSTOMER][POSITIVE] OK, thank you so much. If I could just please um get a reference number for today's call and your name please?
[AGENT][NEUTRAL] Absolutely. So call reference is my name with my initial to my last name and then today's date. My name again is [PII] and that's [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much Ms. [PII] you have a great day.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.