AccountId: 011433970860
ContactId: 7c683773-82ef-484f-a2c4-49cf72d59314
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148100 ms
Total Talk Time (AGENT): 94667 ms
Total Talk Time (CUSTOMER): 39577 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/7c683773-82ef-484f-a2c4-49cf72d59314_20250313T12:49_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was just calling to calling from a provider's office to verify patient dental benefits.
[AGENT][POSITIVE] I can certainly help with dental benefits and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 026048883
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The Wyatt date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, these policies have $500 per calendar year as a maximum. They cover basic, basic, restorative and preventative services only, and, and of course that's just a verification of the benefit, it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, is there anything in particular that I can tell you about the policy, [PII]? Would you like a fax back?
[CUSTOMER][NEUTRAL] Um, a fax that would be helpful, yes.
[AGENT][NEUTRAL] Certainly. What is your fax number that I can send this to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, the fax is going to um show uh the uh the benefits that are covered and the things that are covered on this are just the basics, just, uh, the preventative, basic and basic restorative services only. There's no endodontics, no periodontal services, anything like that. Um, it also has the address to send your claim to and um.
[AGENT][POSITIVE] Uh, what we pay on each thing that is covered. So you should be getting this in just a couple of minutes. I'm gonna send it to you right now. Uh, before I do, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um, you said it just covers the basic, is all surgery included in that or no?
[AGENT][NEUTRAL] Uh, no, it is not. That's considered a, a major service and, and this doesn't cover any, yeah, it doesn't cover any major services at all. But it's just a very basic plan, um, but you'll see that when, when you, uh, see the, the facts which I'm sending to you right now.
[CUSTOMER][POSITIVE] A major service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much. I appreciate it. That was all I needed.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. You have a very good day.