AccountId: 011433970860
ContactId: 6b89bc24-f5c5-4efd-8874-4cc72d770357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395339 ms
Total Talk Time (AGENT): 114901 ms
Total Talk Time (CUSTOMER): 125238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6b89bc24-f5c5-4efd-8874-4cc72d770357_20250327T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on dental eligibility. And for your information, this call may be recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, thank you [PII] can you please um and I can help you with the eligibility, can you please provide for me the call back number?
[CUSTOMER][NEUTRAL] Yeah, sure, my callback number is [PII].
[AGENT][NEUTRAL] And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Name of the facility is Midtown Modern Dentist, Modern Dental Group.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number is 02539231 and patient's name, [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK, uh, so first of all, could you please help me with the claims mailing address and payer ID?
[AGENT][NEUTRAL] Yes, ma'am. The mailing address is [PII].
[AGENT][NEUTRAL] And the payer ID is 60801.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. Just give me one moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And yeah, can you please help me with the uh net network of the provider?
[AGENT][NEUTRAL] Uh, the, it is APL.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK. What would be the fee schedule?
[AGENT][NEUTRAL] If you give me your fax number, I can send you a breakdown of the benefits and the fee schedule.
[CUSTOMER][NEUTRAL] OK, uh, you wanna be able to uh help me with the benefits via this call?
[AGENT][NEUTRAL] Well, um, if I send you, if you give me your fax number I can send all that to you and you can just have it right there in front of you for everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh how long will it take for me to receive that uh fax?
[AGENT][NEUTRAL] I'm gonna send it um while we're on the phone together.
[CUSTOMER][NEUTRAL] OK. Uh, the fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready and back and let you know that I've got it sent, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much for that. And I just wanted to con yeah, confirm some general information. Um.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So, could you please help me with the coordination of benefits on this plan?
[AGENT][NEUTRAL] There's not a coordination of benefits.
[CUSTOMER][POSITIVE] OK, got it. Thank you. Is there a missing tooth loss?
[AGENT][NEUTRAL] Yes ma'am, that'll be on your fax back.
[CUSTOMER][NEUTRAL] OK. Uh, and what, what about the downgrades?
[AGENT][NEUTRAL] There's no downgrades?
[CUSTOMER][NEUTRAL] OK, the crowns appear on the date of birth date.
[AGENT][NEUTRAL] Seat date
[CUSTOMER][NEUTRAL] Thank you. And for SRP uh, are all 4 quotes allowed on the same day?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. And finally, could you please help me if there is any history on file for this patient?
[AGENT][NEUTRAL] Uh, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The patient had on [PII] procedure.
[AGENT][NEUTRAL] 00150 and 00210, and that is the only history on this policy.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. Yeah, so that's all I just have to confirm about this patient. Yeah, thank you for providing the information. May I have the reference number for the call, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much, [PII]. Thank you for your assistance. Have a nice day. Bye for now.
[AGENT][POSITIVE] You too, Ms. [PII], you have a blessed one. Thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.