AccountId: 011433970860
ContactId: 01f6ef1e-dccf-4c20-bceb-acd32aaaeb39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158399 ms
Total Talk Time (AGENT): 51519 ms
Total Talk Time (CUSTOMER): 58508 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/01f6ef1e-dccf-4c20-bceb-acd32aaaeb39_20250131T17:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APAL. This is [PII]. May I help you?
[AGENT][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. My name is [PII] and I'm calling from Family First Dental and I needed um
[CUSTOMER][NEUTRAL] Assistance with the patient's breakdown please.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 022856550.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I can help you with that. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEGATIVE] If the fast is gonna give me downgrade, uh, missing tooth loss.
[CUSTOMER][NEUTRAL] Uh, what if I needed?
[CUSTOMER][NEUTRAL] Waiting period? Yes.
[AGENT][NEUTRAL] Yes, ma'am. It'll have all that on there. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Can you give me the payer ID?
[AGENT][NEUTRAL] It is 60801.
[CUSTOMER][NEUTRAL] 80.
[CUSTOMER][NEUTRAL] OK. And the PO box is at [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Alrighty, I'll wait for the fast back thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] Oh, quick question.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What will be the fee schedule that my provider should be under?
[AGENT][NEUTRAL] If you all are providers, we use Carrington's network.
[CUSTOMER][POSITIVE] Got it. Thank you so much. Now I'm done.
[AGENT][POSITIVE] You're welcome. Thank you, [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.