AccountId: 011433970860
ContactId: 725ed71e-65e7-4c09-b9cc-307cd09a5b20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85260 ms
Total Talk Time (AGENT): 52058 ms
Total Talk Time (CUSTOMER): 19779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/725ed71e-65e7-4c09-b9cc-307cd09a5b20_20250310T19:57_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, that's fine to check eligibility.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], OK, thank you. What is that policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] 02 288048
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Um, [PII], the policy went into effect on December, excuse me, [PII], it is active. Now you mentioned eligibility. Is there anything else at all I can tell you about this dental uh policy?
[CUSTOMER][NEUTRAL] Is this PPO or HMO?
[AGENT][NEUTRAL] It's neither what we do is we pick up, uh, what we do is we pay a percentage of the um.
[AGENT][NEUTRAL] Of the UCR, uh, so it's, um, for, uh,
[AGENT][NEUTRAL] Preventative services, we pay 100% of UCR for basic and basic restorative, we pay 80% for minor er uh major services we pay 40%.
[AGENT][NEUTRAL] But they can go to any, any dentist, so it's, it's not a PTO.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, thank you so much.
[AGENT][POSITIVE] OK, well, thank you for contacting EP. Have a good day.