AccountId: 011433970860
ContactId: f39a6edc-174d-4ed1-ae65-e989c5cfcbb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226800 ms
Total Talk Time (AGENT): 104983 ms
Total Talk Time (CUSTOMER): 116403 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f39a6edc-174d-4ed1-ae65-e989c5cfcbb3_20250310T20:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon, my name is [PII]. I'm calling from dental office. I'm calling from, I need to know for the eligibility for patients.
[AGENT][NEUTRAL] OK. Well, thank you for contacting ATL and my name is [PII], and you're wanting to know about, um, is there, is there a particular policy that I may look up, [PII]?
[CUSTOMER][NEUTRAL] Yes, I, I have a card with the patient, so I'm sorry my English, OK.
[AGENT][NEUTRAL] No, no. Thank you, and I'm sorry, I don't speak Spanish. I apologize. Um, what is the
[CUSTOMER][NEUTRAL] It it's OK, it's OK, it's fine, um.
[CUSTOMER][NEUTRAL] What do you need the policy number? Yes, it's 02064133.
[AGENT][NEUTRAL] The policy number? Yes, please.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it's, um, patient name [PII].
[CUSTOMER][NEUTRAL] And they give me a second.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] I appreciate that. The only other thing I need please is a callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] Thank you very much. The policy.
[CUSTOMER][NEUTRAL] Give me, give me, give, give me a moment, give me a moment.
[AGENT][NEUTRAL] Oh, sure, of course. Uh-huh.
[CUSTOMER][NEUTRAL] The moment.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, that's fine.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Um, the policy number went into effect on, uh, July, excuse me, uh, [PII], it is active. Now,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary or gap insurance. Is there any particular benefits that I may help with, uh, inpatient or outpatient benefits, or?
[CUSTOMER][NEUTRAL] Um, it's a PPO HMO. what is the uh type plan type?
[AGENT][NEGATIVE] Well, no.
[AGENT][NEUTRAL] Yes, this is a secondary or gap insurance, and what we do is we pick up the deductible, co-payment or co-insurance from the major medical. Yeah, so we're not the major medical. The, um, this individual will have major medical and what we do is we are their secondary insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I understand. um, I have a, you, you can send me the information, the eligibility and all the code for, for fax or email.
[AGENT][NEUTRAL] Um, no, I, yeah, I don't have, I can't send out his policy. Um, I can't send that out. I can tell you what it is over the phone, but that's the only thing that I could do.
[CUSTOMER][NEUTRAL] The eligibility for thisation no?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm, the patient needs the crown but um.
[CUSTOMER][NEGATIVE] He needs another service. Give me a second.
[AGENT][NEUTRAL] Is, is this for dental that he is needing or?
[CUSTOMER][POSITIVE] It's for it's yes it's for them.
[AGENT][NEUTRAL] I see, because this is medical insurance. This isn't dental insurance.
[CUSTOMER][NEUTRAL] Oh, OK, I understand.
[AGENT][NEUTRAL] I, I, yeah, I think he, he's got, um, he probably does have dental insurance.
[AGENT][NEGATIVE] But this is not it.
[CUSTOMER][POSITIVE] Oh, OK, OK, thank you, thank you so much for your information, OK?
[AGENT][POSITIVE] OK. Well, there's nothing else I can help with. Yeah, thank you for contacting you you have a good day.