AccountId: 011433970860
ContactId: 0ba9fbd7-d49a-4712-a023-d95b3e132fa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144600 ms
Total Talk Time (AGENT): 36333 ms
Total Talk Time (CUSTOMER): 33999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/0ba9fbd7-d49a-4712-a023-d95b3e132fa7_20250625T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Broadway Dental Center, and I'm trying to check on the status of a predetermination that we had submitted.
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, and I can check that predetermination for you. Do you have that policy number for the patient?
[CUSTOMER][NEUTRAL] Yep it's 022798008.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let's see. And what, uh, what was the bill charges on that?
[CUSTOMER][NEUTRAL] It was 9:21. It was for a crown code 2740 and 213.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment, it's pulling it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, it looks like we process that on [PII]. Do you want me to fax you over a copy of it?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Just give me a few minutes, um, and then is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye bye.