AccountId: 011433970860
ContactId: cfe2f948-3c4b-459d-b6b9-5d2ed2dbd508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169839 ms
Total Talk Time (AGENT): 100406 ms
Total Talk Time (CUSTOMER): 47373 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/cfe2f948-3c4b-459d-b6b9-5d2ed2dbd508_20250217T13:20_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Doctor Vinson Family Dentistry. I just need to verify if a patient is eligible and try to get a breakdown of benefits.
[AGENT][NEUTRAL] I can help with eligibility and benefits. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It might begin with
[CUSTOMER][NEUTRAL] It looks like 02580467.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] 467. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The subscriber is [PII].
[CUSTOMER][NEUTRAL] But I'm needing [PII].
[CUSTOMER][NEUTRAL] Information
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Help with that. And what is there a good callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let's see, she'll be out.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I have your fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, I have this pulled up and I, and I sent it to you Friday. I'm gonna see if I can't send it to you again. I don't know what the problem was, so let me, while you're on the phone, let me just try to do it here again. Um.
[CUSTOMER][NEGATIVE] Yeah, that's what I had thought I had it. I had requested it Friday, but then I never got anything, so I was questioning if I requested it.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh yes, yeah, you did. Uh one, let's see, area code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, the uh policy has $1500 or excuse me, $500 per calendar year as the maximum. It just covers basic, basic, restorative and preventative services only. And I think we had talked about it before. It doesn't look like, um, yeah, anybody has used their benefits yet. I'm just gonna check here. So the benefits that you see on here will all be available. Now, we follow the Carrington PPO fee schedule, um, you don't need to be a member of Carrington.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so I just went ahead and, and sent that off to you again. You should be getting it just any moment. It's, it's showing uh on my side that I just sent it to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Um, thank you again for sending that.
[AGENT][NEUTRAL] OK, well, I'm sorry that you didn't get it the first time, but if, if you have any questions, uh.
[CUSTOMER][NEUTRAL] And sorry
[CUSTOMER][NEUTRAL] Yeah, no, that's OK.
[AGENT][NEUTRAL] We'll, we'll see what we can do about getting it, you know, if it doesn't come to you this time, we'll see what we can do about it somehow getting it to you, but I am showing that it's being transmitted right now.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting you too have a good day.