AccountId: 011433970860
ContactId: e5dee8d1-7bb5-4cba-a888-cdf3a6362b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298299 ms
Total Talk Time (AGENT): 138065 ms
Total Talk Time (CUSTOMER): 70034 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e5dee8d1-7bb5-4cba-a888-cdf3a6362b2e_20250421T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is.
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from a provider's office. I need to get some information on a patient's dental policy, please.
[AGENT][NEUTRAL] OK, well, I can help you with the dental policy, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is 423583.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. And what type of questions did you have about the policy?
[CUSTOMER][NEUTRAL] All right. First, is there a benefit facts I could get?
[AGENT][POSITIVE] Yes, I can, let me, I'm actually pulling it up right now. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And yes, what's a good fax number for you to send this to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And can I put attention Morgan or?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, and it was [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, hold on, let me send this to you.
[AGENT][NEUTRAL] All right, so the fax back is on the way to you. Did you have any questions about the information on it or you OK? OK.
[CUSTOMER][NEUTRAL] Yeah, can you tell me first if Doctor [PII] is in network with the policy?
[AGENT][NEUTRAL] So this policy doesn't have a network. So basically when you get the fact that you'll see it's like a list of codes and then the dollar amount that's applied to that code and then it has like the max deductible, all the frequencies, how to file a claim. So.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] A little different.
[CUSTOMER][NEUTRAL] And has any of the deductible or max been used or met for the year?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] And it was 7.
[AGENT][NEUTRAL] 04, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so, so far,
[AGENT][NEGATIVE] He's used $55 of the max, and he has $945 left. Um, he has not met the $50 deductible.
[CUSTOMER][NEUTRAL] All right. And would they still be eligible for another exam or a panel X-ray?
[AGENT][NEUTRAL] Um, what are those codes?
[CUSTOMER][NEUTRAL] It's gonna be either the D0140 or the D0150 for the exam and then the X-ray code is D0330.
[AGENT][NEUTRAL] OK. So for
[AGENT][NEUTRAL] How long.
[AGENT][NEUTRAL] Let me see 50.
[AGENT][NEUTRAL] Alright, so the last day of service for 00140 was uh November, I'm sorry, hold on.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see if there's one. Hold on one second.
[AGENT][NEUTRAL] 00150.
[AGENT][NEUTRAL] Last day of the service was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment and then the last one is coming up now.
[AGENT][NEUTRAL] 0330 is also [PII].
[CUSTOMER][NEUTRAL] All right, and is the claims address on the fax?
[AGENT][NEUTRAL] Yes, the um mailing address, payer ID and fax numbers on the fax bag.
[CUSTOMER][POSITIVE] All right I appreciate your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.