AccountId: 011433970860
ContactId: 81bad0c4-68e8-4073-9c50-199f59e8f376
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261440 ms
Total Talk Time (AGENT): 128183 ms
Total Talk Time (CUSTOMER): 82947 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/81bad0c4-68e8-4073-9c50-199f59e8f376_20250407T12:13_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from a doc a dental office. I'm trying to verify a patient. He didn't pull up online, so I'm not sure if he's even active anymore.
[AGENT][NEUTRAL] OK, so we're checking eligibility.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh yes 019-09510.
[AGENT][NEUTRAL] And then I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, I'm sorry, hold on one second that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Might not be the right number [PII].
[CUSTOMER][NEUTRAL] And um my telephone is [PII] my gosh it's Monday [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, great, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thanks for that [PII] so we're checking um just the eligibility dates.
[CUSTOMER][NEUTRAL] Uh, he's coming in Friday, so, um, and then I think I need to get some codes. I do need to verify some indo codes.
[AGENT][NEUTRAL] OK, what's a, uh, patients, um.
[AGENT][NEUTRAL] OK, now this is a disability policy.
[AGENT][NEUTRAL] Let me check to see if they have a dental. They do have a dental policy. The one you gave me before is correct, ending in 9510.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is the dental policy number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] Uh, make sure that oh shoot, could you give it to me again? I put in the other number.
[AGENT][NEUTRAL] Oh, OK, it's 0 excuse me, 019.
[AGENT][NEUTRAL] 09510.
[AGENT][NEUTRAL] And I can fax the schedule over to you if you would like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With all the codes?
[CUSTOMER][POSITIVE] That'd be wonderful.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 919, it's the same uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it's the same as your phone number?
[CUSTOMER][NEUTRAL] Yeah, I don't know how it knows but it knows.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, when you, when you, what website did you go on, on, uh, use to get benefits?
[CUSTOMER][NEUTRAL] Um, secure. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, that is our online service center, but benefits are not available online at this time, so you'll have to call us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem, um, so is that fax pretty detailed with codes?
[AGENT][NEUTRAL] Give me one second. Uh-huh.
[AGENT][NEUTRAL] Uh-huh, it, it's about 9 pages including the cover. So in addition to the procedure codes, it'll give you the calendar, your maximum deductible information, uh, the percentage of coverage expenses, it's based on UCR.
[AGENT][NEUTRAL] Um, and it covers, uh, preventive, basic, and major which endo period falls under major. Um, it will provide the frequencies, the claims mailing address, payer ID number, and fax number, and then it's about 45677 pages of procedure codes and then there are also limitations listed on the last page so I think that's pretty detailed.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][POSITIVE] Yeah wonderful.
[AGENT][NEUTRAL] And so you should receive it within the next 2 to 5 minutes.
[AGENT][NEUTRAL] Um, and did you have any other questions, [PII], we can help out with today?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, that's all um do you have a reference number?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII]
[AGENT][NEUTRAL] And then first initial of my last name is [PII] and I just faxed it so you should get it here shortly.
[CUSTOMER][POSITIVE] Wonderful thank you so much for your help.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling ATL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Bye bye.