AccountId: 011433970860
ContactId: 8f7c2f3f-5e39-4461-ab60-1b05343c07cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150880 ms
Total Talk Time (AGENT): 74892 ms
Total Talk Time (CUSTOMER): 55490 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/8f7c2f3f-5e39-4461-ab60-1b05343c07cd_20250428T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning sir. This is [PII]. I'm checking out with on a patient please.
[AGENT][NEUTRAL] All right, [PII], happy to check eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 0234 0455
[AGENT][POSITIVE] Thank you and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It'll be for [PII] [PII].
[AGENT][POSITIVE] Thank you so much. And are you verifying dental coverage?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanted to make sure so patient is active. Effective date is [PII], and if you need us to, we can send a fax back with a breakdown of benefits as well.
[CUSTOMER][POSITIVE] Sure that'd be great.
[AGENT][POSITIVE] Not a problem. What's good facts?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the first part is 209, yes?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, not a problem. Give me about 5 minutes, [PII], that'll be over there. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Alright, um, yeah, just to verify just every anything that's on the faxes cover everything that's not isn't, is that correct?
[AGENT][NEUTRAL] Yeah, yes, absolutely correct. If it's not on the fax back, it's not covered.
[CUSTOMER][POSITIVE] OK perfect and there's no other coverage correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, any missing 2 class any waiting periods?
[AGENT][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] So it looks like the policy does have a missing tooth clause. It does have a 12 month waiting period for all major expenses that would include endoyio oral surgery.
[CUSTOMER][POSITIVE] Alright, perfect. Let me see how many downgrades on composites, crowns on back teeth.
[AGENT][NEUTRAL] No, no downgrade. Oh.
[CUSTOMER][POSITIVE] Drag race that's perfect. And all X-rays are 80%, is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me see if I have anything else.
[CUSTOMER][NEUTRAL] Um, no, I think that should be it, yeah, I think that's it. If I can just get a reference number please.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a good rest of your day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you