AccountId: 011433970860
ContactId: 9b503e43-b5f9-4877-b0ff-d85e7b1e0545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284859 ms
Total Talk Time (AGENT): 122578 ms
Total Talk Time (CUSTOMER): 69028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9b503e43-b5f9-4877-b0ff-d85e7b1e0545_20250121T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to um find out for uh patients eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you uh what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 123-7011.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's for [PII] and [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII]. If you'd like, I can send you the fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, sure, what's that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what I just put this to your attention?
[CUSTOMER][NEUTRAL] Yes, and then what's her maximum, her deductible?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Of course, give me just a moment.
[AGENT][NEUTRAL] Uh, of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, the calendar year maximum is $1500 and there is a $50 deductible per insured that does not apply to preventative expenses. Um, I know the year just started, but I will go ahead and check to see if any of that has been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][NEUTRAL] OK, is there any history for SRP?
[AGENT][NEUTRAL] Oh, let me take a look.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I do have some history for Monique, um.
[AGENT][NEUTRAL] The most recent I have is from [PII]. Uh, were you looking for specific codes or procedures?
[CUSTOMER][NEUTRAL] Yeah, um, no, you could just tell me.
[AGENT][NEUTRAL] OK, so for [PII], uh, she had 0270 for tooth number one.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1110.
[AGENT][NEUTRAL] 0274.
[AGENT][NEUTRAL] And 0270.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was all she had for that date, um, before that, the most recent I have is [PII].
[CUSTOMER][NEUTRAL] OK, what about for [PII]?
[AGENT][NEUTRAL] 0210, let me see.
[AGENT][NEUTRAL] I do not see any history for 0210.
[CUSTOMER][NEUTRAL] OK, and for 4341?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't see any history for that one either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, perfect. I think that's pretty much it. That was probably the last time she was here with us 333, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, just if you could go ahead and fax that over for me.
[AGENT][NEUTRAL] Of course, yep, you should get it here maybe about 10-15 minutes depending on how busy your machine is.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.