AccountId: 011433970860
ContactId: 5ce652e9-9020-4f85-9135-f8005029e2e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182360 ms
Total Talk Time (AGENT): 80794 ms
Total Talk Time (CUSTOMER): 71680 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/5ce652e9-9020-4f85-9135-f8005029e2e5_20250211T17:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Southern Magnolia Dentistry, and I was trying to get some um information about this dental plan, please.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. And first, could I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII]. I'm calling from Southern Magnolia Dentistry. Our phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] OK, policy number is 02573941.
[AGENT][NEUTRAL] And please verify your patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, the patient is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for a breakdown of all the benefits and the fee schedule, I can fax that over to you.
[CUSTOMER][POSITIVE] OK, that would be great, um.
[AGENT][NEUTRAL] OK, and your fax number? Mhm.
[CUSTOMER][NEUTRAL] Now we are at a network um we are at a network is that gonna make a difference?
[AGENT][NEUTRAL] No, ma'am, it doesn't cause we actually work with our providers.
[CUSTOMER][NEUTRAL] OK, alright, our fax number is [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] um [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, is there?
[CUSTOMER][NEUTRAL] Like you said, it doesn't matter that we're out of network. Um, is there anything specific I need to know or will it all be in the fax?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, it'll all be in the fax. There's a $500 benefit maximum and a $50 deductible, and let's see if she's used anything so far this year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so far nothing's been met this year and yeah, pretty much everything else will be in the fax.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for your help.
[AGENT][POSITIVE] OK, thank you again for calling APL. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Well, I do have this question. Is it all based on reasonable and customary, or is it a schedule of benefits?
[AGENT][POSITIVE] Reasonable and customary.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Thank you again for calling ATL [PII]. Have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Mm