AccountId: 011433970860
ContactId: cef2e85a-9c5a-4a45-8a7f-0973ef2b5b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237149 ms
Total Talk Time (AGENT): 118887 ms
Total Talk Time (CUSTOMER): 97479 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/cef2e85a-9c5a-4a45-8a7f-0973ef2b5b84_20250217T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. This is [PII] calling from a dentist office provider.
[CUSTOMER][NEUTRAL] I was trying to get eligibility and benefits for my patients.
[AGENT][POSITIVE] Sure, I can check eligibility and benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Oh, you're OK.
[AGENT][NEUTRAL] OK, got it, thank you. Alright, and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number, it is gonna be, give me a quick second.
[CUSTOMER][NEUTRAL] Let me go back to that note.
[CUSTOMER][NEUTRAL] It's gonna be I have here policy number 02013730.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Got it. OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a copy of the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry [PII] it cut out there. I heard uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent to you. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now is it gonna tell me any history on file for that patient?
[AGENT][NEUTRAL] No, it does not show history, but I can definitely take a look to see if we have any for this number. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I have no history on file for this number.
[CUSTOMER][NEUTRAL] OK, but tell me if they have any missing tooth lo anywhere waiting period?
[AGENT][NEUTRAL] Yes, yes, it will have all of that information. Um, there is a missing tooth clause, uh, the waiting period of 12 months for major expenses, but of course since the policy was effective in [PII], currently no waiting periods.
[CUSTOMER][NEUTRAL] Got it. Now one other thing, um, I know that sometimes they will show, sometimes they won't for the code 4341 for the SRP, can we do 4 quotes or 2 quotes at a time?
[AGENT][NEUTRAL] What code was that? I'm sorry.
[CUSTOMER][NEUTRAL] 4341.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, yes, all 4 can be done at once. Uh, the only limitation on that is maximum 1 each quadrant per 24 months. So each quadrant per per 24 months. Does that make sense?
[CUSTOMER][POSITIVE] Yes ma'am, got it. OK, I think that's um, you need, I think that's all that I needed. If I need anything else, I'll definitely call back. Can I have the reference number for this phone call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, I think that's gonna be it thank you very much.
[AGENT][POSITIVE] Alright, yep, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.