AccountId: 011433970860
ContactId: fb03a606-fc14-4eba-8fb2-e2dc1b9d1770
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302269 ms
Total Talk Time (AGENT): 103876 ms
Total Talk Time (CUSTOMER): 112106 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/fb03a606-fc14-4eba-8fb2-e2dc1b9d1770_20250507T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi [PII] from West Metery Dental Care. Hold on, I got a.
[CUSTOMER][NEUTRAL] Excuse me, I had to sneeze. Couldn't even get that part out. Thank you.
[AGENT][POSITIVE] Oh bless you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] I'm trying to see if y'all received a preauthorization for my patient.
[CUSTOMER][NEUTRAL] Because I've not gotten anything in the mail and I some reason that I don't know I I'm not don't seem to get to the right um website to pull up information for him but anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, so prior authorization, so we don't require prior authorization, but I can check and see if one's here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Alright, [PII] and his policy number is 02478118.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, let me see.
[AGENT][NEUTRAL] If this is it.
[AGENT][NEUTRAL] I believe we look, we have received it. I'm just waiting for it to come up so I can see the image of it to know.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 16,470.
[AGENT][NEUTRAL] OK, so yes, we have received it, um.
[AGENT][NEUTRAL] We received it on [PII].
[AGENT][NEUTRAL] Was there one sent after that?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, um, so this is for [PII]. Let me see what I can.
[AGENT][NEUTRAL] See on here.
[AGENT][NEUTRAL] That's the first. So it really it just has like the um
[AGENT][NEUTRAL] Oh, here goes the estimate on page 2.
[AGENT][NEUTRAL] It's for code 05211.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, 5211, yes.
[AGENT][NEUTRAL] OK, so um for the, on the pre-treat, it shows it's covered at 40%.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need a copy
[CUSTOMER][NEUTRAL] Of the 1144 code or is it a a lesser fee that y'all are.
[CUSTOMER][NEUTRAL] Um, we're contracted with y'all for or what?
[AGENT][NEUTRAL] No, so this is just 40% of the UC of the of the rate we would pay 40% of it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] U UCR? OK, all right, can you um either email or fax over fax back to me the authorization?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] OK, it's area code [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And that's [PII]. Should I put attention, Dara?
[CUSTOMER][NEUTRAL] Yeah it it comes right to me at my computer.
[AGENT][NEUTRAL] Oh, OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK. Yes ma'am.
[AGENT][NEUTRAL] All right, and I just sent that over to you.
[CUSTOMER][NEUTRAL] Yes ma'am, OK, and.
[AGENT][NEUTRAL] So you should be receiving that shortly. It just sent. And then was there any other questions you had about the estimate? I'm sorry.
[CUSTOMER][NEUTRAL] So yeah
[CUSTOMER][NEUTRAL] Uh-huh, no, that was it. I just want to make sure that y'all had it and it, um, he's uh within his 2nd year of coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. All right then, thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. I hope you have a great evening.
[CUSTOMER][NEUTRAL] name.
[CUSTOMER][POSITIVE] Thank you you too. All right, bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK.