AccountId: 011433970860
ContactId: 7e4abb29-8ffc-45b8-ba9c-b3044f2b0a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295000 ms
Total Talk Time (AGENT): 195295 ms
Total Talk Time (CUSTOMER): 67632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7e4abb29-8ffc-45b8-ba9c-b3044f2b0a7f_20250411T15:45_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to verify benefits on a patient.
[AGENT][POSITIVE] I can help with benefits with him. I can do that and with whom am I speaking?
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I've got um I've got a social let me see if I've got anything else I'm looking.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Well, I, I could use the social security number, we could try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, while I'm looking that up, if I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like his policy number is 006.
[AGENT][NEUTRAL] 39893 and that went into effect.
[CUSTOMER][NEUTRAL] I'm sorry, 398 and then what?
[AGENT][NEUTRAL] Uh, yeah, let me go ahead and give it to you again, uh, [PII]. It's 006.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 398, excuse me, 00639893.
[AGENT][NEUTRAL] And that went into effect on [PII]. It is active. Uh let me see if I can get it. Now these policies, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, we send a
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, please go ahead.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] I just, just going to say that.
[CUSTOMER][NEUTRAL] We sent a claim in January.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] And I thought maybe he had terminated it but it doesn't look like it obviously.
[AGENT][NEUTRAL] No, no, it's still active. Um, did you want to know about any of the benefits? Is there anything at all I can tell you about the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I actually have a print out in front of me. It was from [PII], like you said, so I didn't know if it was still good or if you're going with a different insurance. um, I was checking that before I took the status of a claim from January.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, yes. OK, let's, uh, so, uh, let me see if I can find uh his claim. Excuse me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I wonder because I'm not seeing anything from January, let me just check.
[AGENT][NEUTRAL] OK, here we go and what date of service is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For $210?
[AGENT][NEUTRAL] Uh yes. So, uh, cleaning and periodic oral examination.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your claim number is 354.
[AGENT][NEUTRAL] 9266.
[AGENT][NEUTRAL] And it looks like that claim.
[AGENT][NEUTRAL] was processed on [PII]. Now, at that time, a check for $90 was submitted or sent out I should say, um, let's see where it went.
[CUSTOMER][NEUTRAL] On January, what was it again?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] would have been on [PII] the um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] On [PII] of this year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see about the check itself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the check was sent to um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. OK. um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's our address.
[AGENT][NEUTRAL] Alright, so you haven't received it yet, so.
[AGENT][NEUTRAL] Let's see, what I can do is I can um have the uh this check um voided, and we can reprocess uh that um.
[AGENT][NEUTRAL] If you, if you need that, so.
[CUSTOMER][NEGATIVE] A sore issue.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] I don't know for some reason we have problems getting our mail, so I, I know the term.
[AGENT][NEUTRAL] Yes, absolutely. Now, is this the only thing that we're looking at, uh, [PII], is there anything else? OK. So what I'm gonna do is I'll go ahead and arrange to have this, um, avoided. We will, uh, reissue that, um, and that address is correct, the one at the on [PII] we're good with that. OK.
[CUSTOMER][NEUTRAL] That's it, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, well, let me go ahead and, um, uh, submit this to, to be uh um reissued, and if you do have any questions or anything, just let us know. Uh, otherwise, I'll just go ahead and do that and uh you should be receiving a check. Um, usually takes about 8 to 10 business days for us to process that and then the, the check will go out.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you say it was for $90?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will watch for it.
[AGENT][POSITIVE] OK, well, [PII], thank you very much for contacting ATO. You have a good day.