AccountId: 011433970860
ContactId: 57102bed-48e5-4e09-b9f1-3568372eb88d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286260 ms
Total Talk Time (AGENT): 134887 ms
Total Talk Time (CUSTOMER): 74666 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/57102bed-48e5-4e09-b9f1-3568372eb88d_20250421T13:33_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I want, I'm calling from a dental provider's office. I want to get a breakdown of benefits for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure, I can assist you with the breakdown of benefits. May I have your name?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And what's the name of the facility or the provider for my location?
[CUSTOMER][NEUTRAL] Um, facility's name is Premier Dental. I can also give you a provider's name and MPI.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, it's, it's fine. It's just OK. Thank you, Ms. [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01638304
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you need this benefit breakdown given to you verbally or faxed over to you?
[CUSTOMER][NEUTRAL] Um, we could do it verbally.
[AGENT][NEUTRAL] OK, you have a specific questions about the clothes or do you just need a full breakdown of regular?
[CUSTOMER][NEUTRAL] Um, I just want to see if he's met his max, um, what he's out of his max or met his deductible, and I do have a couple codes that I do need history for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you. OK, let me go ahead and pull the.
[AGENT][NEUTRAL] And if it's you.
[AGENT][NEUTRAL] OK, so as of today, for [PII], he still have the 1500 available and he has not met his deductible of 50.
[AGENT][NEUTRAL] And for the history, what code do you need, you need to check on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 0 to 10.
[CUSTOMER][NEUTRAL] 0120.
[CUSTOMER][NEUTRAL] 11 100274. I'm sorry.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Give me just a second because I was not gonna write them down. I'm just gonna put in the system. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you want to give it to me just one by one and I'll go ahead and just put it in, check and see if there's history. OK. So you said the first one is 00210?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so there's no history for that one. What's the next one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0120.
[AGENT][NEUTRAL] OK, so the last oral evaluation was on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What about 11:10?
[AGENT][NEUTRAL] The last prophy was on [PII].
[CUSTOMER][NEUTRAL] OK and 0274.
[AGENT][NEUTRAL] The last win was on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 4341.
[AGENT][NEUTRAL] I don't see anything for 4341.
[CUSTOMER][NEUTRAL] OK, and then just to confirm his um coverage for preventative is at 100, basic is at 80, and major is at 40?
[AGENT][NEUTRAL] Correct, um, but, uh, the, um, I'm sorry, yeah, the preventatives are 100. The radiograph FMX is 80. Basic expense and basic restorative is 80, the major services is 40% after the 12 month waiting period, which she's already out of the waiting period.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know, thank you and what was your name again? I'm sorry?
[AGENT][NEUTRAL] No. It's OK. My name is [PII]. That's [PII]. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that was it thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day. Good week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.