AccountId: 011433970860
ContactId: d53a3dcd-d542-4db5-bf4d-0aff34f984c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288559 ms
Total Talk Time (AGENT): 150448 ms
Total Talk Time (CUSTOMER): 71061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d53a3dcd-d542-4db5-bf4d-0aff34f984c1_20250303T16:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental office in regards to one of my patients' plan here.
[AGENT][NEUTRAL] OK, and um [PII], you're needing eligibility benefits or claim status?
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][POSITIVE] OK, thank you. And may I have a callback number just in case we get disconnected with me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility, Ms. [PII]?
[CUSTOMER][NEUTRAL] Boss Dental V as in Victor O S S.
[AGENT][NEUTRAL] OK, you can.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02042180
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] 040792.
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And let's see, so you need eligibility and we have an effective date of [PII]. Well, this member was effective [PII]. I'm sorry, so that's [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] OK, um, I have a breakdown of benefits earlier this year, uh, with a $1500 annual max $50 deductible, any of that met or used?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can check for you. Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so for [PII], um, it looks like she already used, uh, $438.40 and he already met the deductible, so he has remaining $1,061.60.
[CUSTOMER][NEUTRAL] Got it. uh, can I get the history to what has been used so far this year?
[AGENT][NEUTRAL] It was the name, uh, name and date of birth, her husband.
[CUSTOMER][NEUTRAL] Uh, for the policy holder?
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII], but we're looking at [PII] and [PII] still.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, but you just asked me to see if he has, if [PII] has used any of his benefits, correct?
[CUSTOMER][NEUTRAL] No, I meant [PII], since she's used $438.40 what would be the history that has been paid for for that?
[AGENT][NEUTRAL] Oh, OK, just bear with me, let me.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so it looks like um
[AGENT][NEUTRAL] There is a claim that was processed, uh, let's see. OK, we have an oral evaluation, a 140.
[AGENT][NEUTRAL] We have um let's see, X-ray at [PII] and at [PII] on [PII].
[AGENT][NEUTRAL] We have a profi.
[AGENT][NEUTRAL] And we have by Wings 274.
[AGENT][NEUTRAL] Um, let me see what else. And then the next an examination, the 120.
[CUSTOMER][NEUTRAL] OK, so I have dates of service for the patient on [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah, those are the days of um the service of [PII], um, we have [PII] is gonna be for the prophy, uh the oral examination.
[AGENT][NEUTRAL] Um, let's see what else, the bite wing.
[AGENT][NEUTRAL] Uh, the X-ray, the 220 and the [PII]. And then, um, another oral examination was on [PII].
[CUSTOMER][NEUTRAL] Got it. OK, sounds good. um, then that should be all I need for today actually. May I have your name one more time? any reference of any?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII], and we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.