AccountId: 011433970860
ContactId: 689f02b1-9f8c-4e83-8df2-0caaaa24760c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229119 ms
Total Talk Time (AGENT): 101011 ms
Total Talk Time (CUSTOMER): 56063 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/689f02b1-9f8c-4e83-8df2-0caaaa24760c_20250407T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to um confirm uh members eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling from which facility for my notation?
[CUSTOMER][NEUTRAL] Northern Star Dental Group.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02584554.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Mm perfect, Miss [PII]. All right. And we have an effective date of [PII]. It is showing active at the moment and this is one of our basic dental policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need any other information? Go ahead.
[CUSTOMER][NEUTRAL] And you have the group
[CUSTOMER][NEUTRAL] Um, do you have the group number?
[AGENT][POSITIVE] I do. Let me go ahead and get that for you.
[AGENT][NEUTRAL] Alright, the group number is 70052.
[CUSTOMER][NEUTRAL] And do you have the group name?
[AGENT][NEUTRAL] The group name is Oxford Global Resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the coverage for cleaning?
[AGENT][NEUTRAL] Regular cleanings?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see, and this is not a guarantee your payment, just a verification of coverage.
[AGENT][NEUTRAL] Yeah, let's see, let me come back to this.
[AGENT][NEUTRAL] Casual um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so for a fee.
[AGENT][NEUTRAL] That's under preventative, so it is pay 100% once every 6 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how about PPRO?
[AGENT][NEUTRAL] What's the code on that one?
[CUSTOMER][NEUTRAL] Let me get that for you one second, sorry, it is.
[AGENT][NEUTRAL] Mhm, it's OK.
[CUSTOMER][NEUTRAL] D 4910.
[AGENT][NEUTRAL] 4910.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That one is not covered under this policy. This one is just basic. It doesn't have any major, so, uh, endodontics, periodontics, prosthodontic, repair, and oral surgery are not covered under this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK awesome thank you so much that's all I needed.
[AGENT][POSITIVE] You're welcome. All right. Well, thank you for calling APO. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.