AccountId: 011433970860
ContactId: d688e1a9-faca-4d59-905c-b36c759766bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321109 ms
Total Talk Time (AGENT): 93653 ms
Total Talk Time (CUSTOMER): 88631 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d688e1a9-faca-4d59-905c-b36c759766bc_20250121T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Neva Dental. Would you like to check for me eligibility?
[AGENT][NEUTRAL] OK. I didn't understand your first name. Can you spell it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you said you're calling for benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is this in a doctor's office or is it hospital?
[CUSTOMER][NEUTRAL] Uh, doctor's office.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] OK, so I have 01834046.
[AGENT][POSITIVE] And a good phone number in case we're disconnected, disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thanks [PII], give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We're going into March.
[CUSTOMER][NEUTRAL] Let me get your.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Thursday.
[AGENT][NEUTRAL] Can I tell you what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, so that is for uh [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, I'm showing the date of birth, I mean, the effective date is [PII]. Policy is active at this time. Is this, are you calling from a dental office?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And you are all set. OK, thank you.
[AGENT][NEUTRAL] And do you want the schedule of benefits faxed over to you?
[CUSTOMER][POSITIVE] Um, yeah, please, that would be nice.
[AGENT][NEUTRAL] And what is, what is that number?
[CUSTOMER][NEUTRAL] So the fax number is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] One moment preparing the document.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I don't show any of the benefit used um so far this year.
[AGENT][NEUTRAL] And as far as her history.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing her last cleaning periodic oral evaluation was [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And of course on the the uh schedule of benefits it will have the um calendar your max deductible information uh the common limitations exclusions, it'll list each procedure code that's covered by the policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That'll provide the frequencies, uh, the claims payer ID number, mailing address and fax number as well as each procedure that's covered under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it's on its way. You should receive it within the next 5 minutes. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.