AccountId: 011433970860
ContactId: 07f670a5-578c-4157-86b6-580689f2ef1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387859 ms
Total Talk Time (AGENT): 102269 ms
Total Talk Time (CUSTOMER): 100486 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/07f670a5-578c-4157-86b6-580689f2ef1e_20250328T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, this is [PII]. I'm just trying to see if we are in network with you guys or if, if we're not in network if there's any out of network benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the network. Uh, can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. And what is the name of your facility?
[CUSTOMER][NEUTRAL] Studio Dental of Cypress.
[AGENT][NEUTRAL] OK, thank you. And can I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] All right, it's gonna be, I think it's [PII] and last name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his date of birth and policy number, please?
[CUSTOMER][NEUTRAL] [PII] and then the policy number is.
[CUSTOMER][NEUTRAL] 02363602
[AGENT][NEUTRAL] OK, real quick, can you repeat the policy number 023.
[CUSTOMER][NEUTRAL] 02363602
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, that policy didn't pull up for me. It looks like it might be shorter number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Um, is there any way, any other way to check?
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Find him by his name.
[CUSTOMER][NEUTRAL] OK, and if it's not [PII] [PII], try an [PII] because I couldn't really hear over the phone.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That's fine. I'll try both ways.
[CUSTOMER][NEUTRAL] Just to double check.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you spell the first name [PII]?
[CUSTOMER][NEUTRAL] Um, the first name is uh either [PII] or [PII], but it's [PII] Last name is [PII].
[AGENT][NEUTRAL] OK. All right, let's keep looking.
[AGENT][NEUTRAL] Oh, OK, I have him.
[CUSTOMER][NEUTRAL] OK nice um and are we in network with you guys?
[AGENT][NEUTRAL] Uh, they can use any dental, um, provider they want to use. There's not a network, um, we, we, uh, pay based on the UCR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] If you wanna give me your
[CUSTOMER][NEUTRAL] And then can I get some.
[AGENT][NEUTRAL] Oh sorry about that, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, I'm sorry, what were you saying?
[AGENT][NEUTRAL] I was gonna say if you want um their benefits and fee schedule I can send it to you by fax if you give me your fax number.
[CUSTOMER][NEUTRAL] Oh, yes, please. Um, the fax number is gonna be, tell me when you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I fax that over to you, Ms. [PII], and I'll be right back.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Alright sounds good.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 63
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I have that fax on its way to you now.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there in, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] Oh, and
[CUSTOMER][NEUTRAL] Oh, that has like the frequencies on it, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][POSITIVE] Oh, you're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a great weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye bye.