AccountId: 011433970860
ContactId: acc925f1-f51e-40b5-a85f-bcd1035fccd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298989 ms
Total Talk Time (AGENT): 132043 ms
Total Talk Time (CUSTOMER): 93344 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/acc925f1-f51e-40b5-a85f-bcd1035fccd1_20250204T17:50_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling on behalf of the dental office, and I'm looking for the eligibility and benefit for one patient on a recording line. Could you help me out with that, please?
[AGENT][NEUTRAL] Yeah, I can look at eligibility and benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK and uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number would be
[CUSTOMER][NEUTRAL] 246-456-1
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Patient last name would be?
[CUSTOMER][NEUTRAL] [PII]. First name will be [PII]. First name will be
[CUSTOMER][NEUTRAL] Second one for the first name will be [PII].
[CUSTOMER][NEUTRAL] And the date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that Morris. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] And if you'd like, I can send you a fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Sure. So patients do have the dental coverage, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Can you please send me the fax?
[AGENT][NEUTRAL] Of course. What's that fax?
[CUSTOMER][NEUTRAL] Fax number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEGATIVE] Sorry, your voice is cutting in and out. I didn't get it. Sorry.
[AGENT][NEUTRAL] Oh sorry oh OK can can you hear me better?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, I'm gonna repeat that number back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I just put that to your attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will go ahead and get that sent to you now. You should get it here in maybe 10-15 minutes depending on how busy your machine is. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh yes, uh, under the facts, there will be history listed, correct?
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, under the text bag there is a part of the history, right?
[AGENT][NEUTRAL] No, uh, the fax back will not include history for this patient um I can take a look at that for you though.
[CUSTOMER][NEUTRAL] Sure, can you please?
[AGENT][NEUTRAL] Yes, and I do apologize. I gave you an incorrect effective date for this member, um, for this member, the effective date was uh November I'm sorry, [PII].
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][POSITIVE] OK. No problem.
[AGENT][NEUTRAL] Alrighty and then give me just a moment, let me see if it's got any history for them.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I don't have any history on file for storm.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Is there any waiting period missing too plus?
[AGENT][NEUTRAL] There is a missing tooth clause, a waiting period of 12 months for major expenses, and aontic, periodontic, and oral surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh provider would be in or out of network?
[AGENT][NEUTRAL] This plan does not have a set network it just pays a percentage of UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you. Bye for now and have a great day.
[AGENT][POSITIVE] OK, yeah, thanks for calling ATL. You too bye bye.
[CUSTOMER][NEUTRAL] Bye.