AccountId: 011433970860
ContactId: 8f8a4af4-f888-4e2b-aab3-34bb361fc789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231899 ms
Total Talk Time (AGENT): 95762 ms
Total Talk Time (CUSTOMER): 122470 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/8f8a4af4-f888-4e2b-aab3-34bb361fc789_20250113T16:56_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Yale School of Dentistry. Um, I received some information from one of our patients. They're, um, trying to add new coverage to their account, and I was calling to verify.
[AGENT][NEUTRAL] OK, I can certainly look that up. And is there a policy number or do or do we
[AGENT][NEUTRAL] They don't have their policy yet? Is that what you're saying, or?
[CUSTOMER][NEUTRAL] Um, let me see, I do have a policy number. Yeah, they didn't have their physical card. I do have a policy number and then I think, yeah, I have a social security number and date of birth as well for patients.
[AGENT][NEUTRAL] OK, and what is the policy number that they gave you?
[CUSTOMER][NEUTRAL] It's 023.
[CUSTOMER][NEUTRAL] 71422
[AGENT][POSITIVE] Thank you. And I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. And the uh patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, it's uh [PII] and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you very much. It does look like uh she had a policy with us from [PII] until [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, um, you mentioned, uh, elig eligibility. It, it's, it looks like this has uh lapsed as of [PII].
[CUSTOMER][NEUTRAL] So she hasn't had coverage since [PII]?
[AGENT][NEUTRAL] Not with us. Now this is through her employer and uh you know, she may have another employer uh for all we know, but through us it lapsed as of that date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then it was effective you said [PII]?
[AGENT][NEUTRAL] Right, [PII], 2023 until [PII]. Now, is there anything else at all I can tell you about the policy? I is the data service during this period of time or is it, is it current?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look and see. Looks like patient will was last seen um let me see.
[CUSTOMER][NEUTRAL] No, I don't think they were covered because we saw them in November of last year and then we saw them again this year, but they were not covered in November or and they're not covered now. Um, let me see.
[AGENT][NEGATIVE] No, that, that's yeah they're not.
[CUSTOMER][NEUTRAL] May, May, May, May, [PII].
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Um, they did have some services back in [PII] of last year.
[CUSTOMER][NEUTRAL] Um, and then in [PII], so yeah, they had a couple of appointments that should be covered with you all. Um, I would like to go ahead and get that insurance information entered so that we can rebuild for those services. Um, is there a group number associated with this?
[AGENT][NEUTRAL] Yes, the group number.
[AGENT][NEUTRAL] Yes 70069.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is 8
[CUSTOMER][NEUTRAL] 70069.
[AGENT][NEUTRAL] Right, yes, and that's ATC Healthcare.
[CUSTOMER][NEUTRAL] HTC
[AGENT][NEUTRAL] Um, ATC, A as in apple, T as in Tom. Yeah.
[CUSTOMER][NEUTRAL] ATC.
[CUSTOMER][NEUTRAL] Healthcare, um, would you be able to fax over the um benefits and eligibility to our fax number?
[AGENT][NEUTRAL] Yes, of course. What is that fax number, please?
[CUSTOMER][NEUTRAL] It's 502-852.
[CUSTOMER][NEUTRAL] 0868.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and I can send this to your attention. Is there, is there anything else at all that I may help you with?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting UT have a good day.