AccountId: 011433970860
ContactId: fc4208b2-d217-4dfa-a715-1d2bf8209984
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337369 ms
Total Talk Time (AGENT): 115527 ms
Total Talk Time (CUSTOMER): 46569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/fc4208b2-d217-4dfa-a715-1d2bf8209984_20250224T20:33_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to know if the patient is active.
[AGENT][POSITIVE] I can help you with your name.
[CUSTOMER][POSITIVE] I'm so sorry, what was that again?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 603-568.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that information, [PII], and we're just checking eligibility and the policy is currently active.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty, I have that information for you. I'm showing an effective date of [PII]. Uh, this policy is active at this time. And any other questions?
[CUSTOMER][NEUTRAL] Um, and has anything been used for the max deductible?
[AGENT][NEUTRAL] Let's see, I'll verify that for you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] I'm sorry, did you say this is for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for [PII], the $1000 is remaining, which means the $50 calendar year deductible has not been satisfied.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, can you tell me what the fees, the amount for the 42,427,070 is?
[AGENT][NEUTRAL] D 4270.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that like a graft, a soft tissue graft?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 110 is the benefit amount.
[CUSTOMER][NEUTRAL] 110.
[AGENT][NEUTRAL] 110, 110.
[CUSTOMER][NEUTRAL] OK, and any preventative history?
[AGENT][POSITIVE] I'll check that for you.
[AGENT][NEUTRAL] OK, so these services were done on the [PII]. They have the D0220.
[AGENT][NEUTRAL] The D 0 140.
[AGENT][NEUTRAL] On that date, uh, [PII] for the D 0 220 and 229 for the.
[AGENT][NEUTRAL] There was no tooth number on the D0140 and let's see.
[AGENT][NEUTRAL] And then the next cleaning was in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Was the last cleaning that they had?
[CUSTOMER][NEUTRAL] When was the last cleaning?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] When was their last exam?
[AGENT][NEUTRAL] Give me the procedure code for the exam.
[CUSTOMER][NEUTRAL] 0120.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, the 140 was on [PII]. Let's see the 0 D 0 120.
[AGENT][NEUTRAL] I don't show a history for that code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do. It's in [PII], the periodical or evaluation.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can I get a um a reference number?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's state is your reference, [PII] last name is [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] All righty, thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.