AccountId: 011433970860
ContactId: 73add3a6-7bae-4433-b8af-2e783a4c2aa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195679 ms
Total Talk Time (AGENT): 84304 ms
Total Talk Time (CUSTOMER): 66488 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/73add3a6-7bae-4433-b8af-2e783a4c2aa9_20250102T17:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from my dental provider's office and I need to get a breakdown on a patient please.
[AGENT][POSITIVE] All right, [PII], I'm happy to check that for you. What is the policy number you have?
[CUSTOMER][NEUTRAL] 02218765
[AGENT][POSITIVE] All right, thank you so much. And do you have a good callback number just in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you so much. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient plan is active. The effective date if you need that, it looks like it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And then I can verbally give you a breakdown we can also send a fax back whatever works best for you.
[CUSTOMER][NEUTRAL] Uh, verbally she's actually gonna be here shortly.
[AGENT][NEUTRAL] All right, so what are we needing from the plan today, [PII]?
[CUSTOMER][NEUTRAL] Um, I just need kind of a full dental breakdown. I was looking at last year's and it looks like um it was 18,040. Is that still correct?
[AGENT][NEUTRAL] Mhm, yep, all of that is still the same. The calendar year maximum is still $1500 the deductible for the year is $50 up to $150 per family.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's see, does she have any frequencies that may or any history that may affect her frequencies, exams, X-rays, cleanings?
[AGENT][NEUTRAL] Let's see here one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm showing it looks like the last um oral evaluation cleaning that was done was on [PII]. That's the last date of service I see.
[CUSTOMER][NEUTRAL] OK, yes ma'am, and.
[CUSTOMER][NEUTRAL] Let's see, I think that that might be all that I need. So I have on the previous breakdown that Doctor [PII] is an out of network provider. Can you check to see if that is still the case?
[AGENT][NEUTRAL] Yeah, let's take a look.
[AGENT][NEUTRAL] Yeah, it looks like none of that has changed.
[CUSTOMER][NEUTRAL] OK, yes ma'am and you guys.
[CUSTOMER][NEUTRAL] Pay is it at usual and customary or maximum allowable?
[AGENT][NEUTRAL] Um, yeah, it's paid by UCR looks like.
[CUSTOMER][POSITIVE] UCR OK, perfect. Well then that's what I needed. Thank you for your help. I appreciate it. Could I just get a reference number?
[AGENT][NEUTRAL] Absolutely, [PII]. Call references my name with my last initial and then today's date. My name again is [PII] spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much sir you have a great day.
[AGENT][NEUTRAL] You too, [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye bye.