AccountId: 011433970860
ContactId: 5bfb9a9e-2838-47d5-a596-65a92e7e3090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188300 ms
Total Talk Time (AGENT): 72842 ms
Total Talk Time (CUSTOMER): 80296 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/5bfb9a9e-2838-47d5-a596-65a92e7e3090_20250501T15:59_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 is [PII]. I'm calling from Dental Works. I just wanted to check to see if there was any history for a patient on, uh, for a crown on a certain tooth.
[AGENT][NEUTRAL] OK, yeah, I can check that history for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Um, you want the patient's ID number?
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] 01833994.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So of course this policy is active. Effective date was [PII] and we were just needing to check to see uh if we have history on file for a crown.
[CUSTOMER][NEUTRAL] Right, it's for tooth number 2.
[AGENT][NEUTRAL] OK, do you happen to have that procedure code?
[CUSTOMER][NEUTRAL] 2740.
[AGENT][NEUTRAL] OK, specifically for 22. All right, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see 1 for 13.
[AGENT][NEUTRAL] 1 for 14.
[AGENT][NEUTRAL] 14 5.
[CUSTOMER][NEUTRAL] I think there was one for 32 back in [PII].
[AGENT][NEUTRAL] OK, yeah, I'm going, going pretty far back. Just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No I don't have any history on file for um.
[AGENT][POSITIVE] A crown on a tooth too. Correct.
[CUSTOMER][NEUTRAL] For 2.
[CUSTOMER][NEUTRAL] OK. Did you show the one for tooth number 3 at all?
[AGENT][NEGATIVE] I don't believe so. Um.
[CUSTOMER][NEUTRAL] I'm thinking we, but it was back from [PII].
[AGENT][NEUTRAL] Right, um,
[AGENT][NEUTRAL] I'm looking at, I don't have any history for that too, uh, particularly.
[CUSTOMER][NEUTRAL] OK, you're not showing anything for that. OK, now if we would submit, I mean he does have a crown on that tooth already, but again it would still have to be that frequency of 7 years, correct?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Before you would replace it, OK.
[CUSTOMER][NEUTRAL] But nothing on 2, so 2 should be covered then, OK, because he doesn't have a crown on that tooth. I just wanted to make sure that I wasn't missing anything. All right, then that, and I'm showing that crowns are paid at 40%, correct?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK. All right, then that is all I needed.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright well thanks for giving us a call and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.