AccountId: 011433970860
ContactId: 8bc518a8-4bfe-4d9a-9ea4-5042ef2ccd9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94620 ms
Total Talk Time (AGENT): 47218 ms
Total Talk Time (CUSTOMER): 26762 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/8bc518a8-4bfe-4d9a-9ea4-5042ef2ccd9c_20250512T19:03_UTC.wav
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[CUSTOMER][NEUTRAL] what the person.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Thomas Dental Center. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good um I need to get a full breakdown on a patient.
[AGENT][NEUTRAL] OK, let's take a look. What is the patient's policy number?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] 33279
[AGENT][POSITIVE] All right, thank you for that. One moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right. And then if I could grab patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. The effective date on the member's plan is [PII].
[AGENT][NEUTRAL] Were the member's secondary insurance, so this will cover deductible co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] Members outpatient benefit max for the calendar year is 3500. Looks like it's the same for inpatient as well.
[CUSTOMER][NEUTRAL] And this is for dental, right?
[AGENT][NEUTRAL] This is just medical or they, you're looking for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, patient does not have a dental plan with us.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.