AccountId: 011433970860
ContactId: 099c2c20-4bc7-48f8-81be-abf4d6374c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564760 ms
Total Talk Time (AGENT): 179034 ms
Total Talk Time (CUSTOMER): 106976 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/099c2c20-4bc7-48f8-81be-abf4d6374c79_20250411T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII]. I called half an hour ago, um, and got was supposed to get a fax from EB and it never came through and I, the patient is here.
[AGENT][NEUTRAL] OK, and you were supposed to get a fax from EV, is that correct?
[CUSTOMER][NEUTRAL] Yes, and it was at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you um and what was your name again please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, Miss [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK and then um the name of the facility one more time again, please?
[CUSTOMER][NEUTRAL] It's Nora Creek, K W E I K. It's uh Uptown Dentistry, Mint dentistry.
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you very much. And then what was the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It was [PII] [PII] and her number is 02607892.
[AGENT][POSITIVE] OK, let me look her policy up real quick and I'll make sure I get that faxed to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] And uh, yes, ma'am. Sometimes, um, after the fax machine attempts 3 times, it may, uh, stop trying to send if the fax line is busy.
[AGENT][NEUTRAL] So what I'm gonna do is I'm just gonna keep an eye on it and if it does that then I'm gonna resend it but I'll make sure that I'm watching it to make sure that you get it, um.
[CUSTOMER][NEUTRAL] OK, usually if that's the case it rings like a phone number and it didn't, it did, I don't have anything. It's [PII].
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and I'm gonna send this while we're on the phone together, um, of course we're gonna have to give it a few minutes to go through, but I'm gonna put you on a quick hold. I'm gonna get it ready for you and I'll get right back with you as soon as it's sent, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, this is [PII] back with you again. I do have that fax on its way to you. I have sent it and like I said, I'm gonna watch it, keep my eye on it. If it happens to come back, um, not sent, I'll resend it again for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there any chance you could email it to me?
[AGENT][NEUTRAL] Yes, I can email it. What is your email address?
[CUSTOMER][POSITIVE] That would be great. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a hold and I'm gonna send that to you while we're on the phone together and I'll be right back with you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Ms. [PII] I'm getting ready to um click on send and I just wanted to verify before I sent it.
[AGENT][NEUTRAL] For um the insured and that email address is [PII]
[AGENT][NEUTRAL] [PII]. OK, let me make sure. OK, let me add thats on there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and that will be at.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm getting ready to push send.
[AGENT][NEUTRAL] Um, for Ms. [PII], and I did, um, notice that the fax that I sent you did come back, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it only tried one time, so.
[CUSTOMER][NEGATIVE] Yeah, I just got a fax from Humana, so I, I don't know why they're coming back.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Hm, it's saying that the recipient is blocked.
[AGENT][NEUTRAL] That's what the um
[CUSTOMER][NEUTRAL] I, I don't know why that's.
[AGENT][NEUTRAL] Code on it once.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But that's OK we got it coming by email.
[CUSTOMER][POSITIVE] Well, I'm glad I asked if you could email.
[AGENT][NEUTRAL] Yes, um.
[CUSTOMER][POSITIVE] I just got it, yay.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Yay, woohoo, we did it.
[AGENT][POSITIVE] Happy Friday.
[CUSTOMER][POSITIVE] I appreciate your help. Thank you, [PII], so much. I appreciate it. Bye-bye.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You're so welcome