AccountId: 011433970860
ContactId: 8a69218a-94b1-4d5b-a6a1-005cf8d366da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259260 ms
Total Talk Time (AGENT): 105641 ms
Total Talk Time (CUSTOMER): 93330 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8a69218a-94b1-4d5b-a6a1-005cf8d366da_20250617T16:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is, uh, my name is [PII]. I'm calling from a provider's office, a dental provider. Um, I'm trying to verify.
[CUSTOMER][NEUTRAL] This mutual patients plan that we have here just wanted to know if we're in network. Let me pull up the information here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Sorry, let me pull this phone up.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK. So I have his social, date of birth. I don't, I don't know what you need.
[AGENT][NEUTRAL] Um, yeah, I can check my social. Give me just a second. What is the social?
[CUSTOMER][NEUTRAL] Of course, yes, that'll be [PII].
[AGENT][NEUTRAL] Let me check right now. One moment.
[AGENT][NEUTRAL] And what is the patient first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. It looks like the effective date is [PII].
[AGENT][NEUTRAL] Uh, participants plan does participate in the uh Carrington PPO network. However, it's not required for usage. If you guys are not a part of that network, it would just pay off of UCR.
[CUSTOMER][NEUTRAL] Harrington PPO. OK, does he have a Max?
[AGENT][NEUTRAL] Uh, yes, let me check that for you.
[AGENT][NEUTRAL] Uh, it looks like their calendar max is $500 with a $50 deductible. They have both remaining.
[CUSTOMER][NEUTRAL] Deductible 50.
[CUSTOMER][NEUTRAL] Um, OK, any waiting period?
[AGENT][NEUTRAL] No, patient plan is just uh preventative and basic, so there's no waiting periods on those.
[CUSTOMER][NEUTRAL] OK, so then there's no missing tooth cloth.
[AGENT][NEUTRAL] I do think it actually does have a missing tooth clause even though there's no major benefits. One second.
[CUSTOMER][NEUTRAL] I'll prevent.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, there is a missing tooth cloth.
[CUSTOMER][NEUTRAL] OK, um, anything else? Let me see effective maximum deductible and then you said, um, no, nothing has been met with max or deductible, so is there any history?
[AGENT][NEUTRAL] Uh, yeah, that has not been met. Let me check history. One moment.
[AGENT][NEGATIVE] No history on file.
[CUSTOMER][NEUTRAL] OK, and then I know you said that we go off of Carrington PPO, um, is there like a group number or a payer ID?
[AGENT][NEUTRAL] Um, yeah, so our payer ID is 60801.
[AGENT][NEUTRAL] And there is a group number for the employer if you'd like that also.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Pay. Yes, please.
[AGENT][NEUTRAL] The group number is 70072.
[CUSTOMER][NEUTRAL] OK employer.
[CUSTOMER][NEUTRAL] Number OK and are you able to send a fax of eligibility?
[AGENT][NEUTRAL] Yeah, I can send you a fax back. Do you, what's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right. Give me about 5 minutes and you should have that. OK, [PII]?
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You, um, oh sorry, before I let you go, could I have a reference number? I'm so sorry.
[AGENT][NEUTRAL] Yeah, no, that's OK. Call references my name with today's date. My name again is [PII], which is [PII] My last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much sir you have a great rest of your shift.
[AGENT][NEUTRAL] You too bye bye.