AccountId: 011433970860
ContactId: 066ccc6d-fdc8-4ef8-ae1a-406d05ae42f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118910 ms
Total Talk Time (AGENT): 58883 ms
Total Talk Time (CUSTOMER): 56278 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/066ccc6d-fdc8-4ef8-ae1a-406d05ae42f8_20250625T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Oh hey [PII], I'm calling from a dental practice and I don't know who you guys are. I don't, I can't find a payer ID for you, um, and I have a patient. I don't even know where to send a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can give you payer ID, claims, mailing address, all of that, absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and that's for dental?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and are you at [PII]?
[AGENT][NEUTRAL] We're actually not. That address is changed. I can give you the correct one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] All right, what's that? Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII] and we also accept claims via fax if you want a fax number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh excellent OK and what's the fax number?
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and um do you require X-rays and uh pre-certification for uh SRPs?
[AGENT][NEUTRAL] We do not require any pre-cert, no.
[CUSTOMER][NEUTRAL] OK, so no X-rays. I don't need to send you X-rays or anything?
[AGENT][NEUTRAL] Mm, no, we don't require that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, but if I send it, you'll send something back?
[AGENT][POSITIVE] Mhm, yes, absolutely, yes, yeah.
[CUSTOMER][NEUTRAL] OK, all right, well, you know, you never know.
[AGENT][NEUTRAL] I gotcha, yeah, yeah.
[CUSTOMER][NEUTRAL] Because I want you to tell the patient it's not covered.
[AGENT][POSITIVE] I got you. I got you.
[CUSTOMER][NEUTRAL] Because I told her and she's like oh no no no I'm like uh huh uh huh uh huh OK.
[AGENT][POSITIVE] I got you.
[CUSTOMER][POSITIVE] All right, well, yeah, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] Alright you as well bye bye.
[AGENT][NEUTRAL] Bye bye.