AccountId: 011433970860
ContactId: 7f64b4ed-40ff-46b6-8ee0-4109a48faf20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251199 ms
Total Talk Time (AGENT): 105542 ms
Total Talk Time (CUSTOMER): 81158 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7f64b4ed-40ff-46b6-8ee0-4109a48faf20_20250106T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, um, my name is [PII]. I'm calling from Advanced Dental Center. I was just calling to see if the patient is still active.
[AGENT][NEUTRAL] OK, you're just wanting to verify if the member's policy is still active, is that correct?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][POSITIVE] Yes, I can help you with that, and I'm so sorry. What was your first name again?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]
[AGENT][NEUTRAL] OK, thank you and also what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 1787958.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, his first name is [PII], his last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I do show that he is the subscriber on this policy and it is still active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, [PII]. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[CUSTOMER][NEUTRAL] OK. And um his last full mouth or pano was done on 927-19.
[AGENT][NEUTRAL] I can check the code for you. What is the code?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] For 0 to 10, I show that.
[AGENT][NEUTRAL] 0210 was 9:27 and 19. Let me check the other one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what I've got.
[AGENT][NEUTRAL] That's what you had. I don't have anything on file for 0330.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, and it it is on a calendar year, correct?
[AGENT][NEUTRAL] Just name it is.
[CUSTOMER][NEUTRAL] OK, and he still has the $1500.50 dollars deductible, right?
[AGENT][POSITIVE] Yes, ma'am. Uh-huh. That is correct.
[CUSTOMER][POSITIVE] OK, all right, sweetie that's all I need to know but thank you so much you have a good one.
[AGENT][NEUTRAL] OK. Well, yes, and you too, [PII]. And one last thing, have, do you have our website for where you can check claim status?
[AGENT][NEUTRAL] It's secure and get OK so we do have a portal now that you can check status on claims and have access to the EOBs once we've processed a claim, and that portal website is [PII].
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hi, I got that written down, but thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Well, you're certainly welcome, and I, if that's all I can help you with, thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] I will you too darling thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.