AccountId: 011433970860
ContactId: 153a11d9-0a6e-454b-82c9-0d1a335966c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237580 ms
Total Talk Time (AGENT): 92470 ms
Total Talk Time (CUSTOMER): 80519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/153a11d9-0a6e-454b-82c9-0d1a335966c0_20250401T19:35_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I was calling, um, my daughter went to a dentist yesterday and she was waiting for a pre-approved. We got the pre-approved for the co-pay with $61 for a consultation, but she was waiting for a pre-approval to get her teeth pulled and I thought maybe I need to call because they're waiting for it.
[AGENT][NEUTRAL] OK. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I'm [PII]. The phone number is [PII].
[CUSTOMER][NEUTRAL] And the patient name is [PII]. My husband's insurance is [PII].
[AGENT][NEUTRAL] And, and let me have the policy number, Miss.
[CUSTOMER][NEUTRAL] I don't have it on me.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm.
[AGENT][NEUTRAL] Do you know how they send that information in to us from the provider?
[CUSTOMER][NEUTRAL] We had this insurance like.
[CUSTOMER][NEGATIVE] No, it should be [PII] with our address.
[AGENT][NEUTRAL] I, I understand. I, I got the information that you have. So I'm just asking about the provider of service. Did they send in something for us to approve and send back or how they were waiting for that information?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He was waiting for that information.
[CUSTOMER][NEUTRAL] The the approval so.
[AGENT][NEUTRAL] Did
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Because we have not received anything asking for a pre-authorization or um and even if they send it by fax it's gonna take a couple of days um so I'm not sure exactly how they send that pre-approval um.
[CUSTOMER][NEUTRAL] Well, um, I know they sent, I, I know they sent the fax over for her to get her, uh, consultation yesterday, and they sent it right back, so she got it yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there, is this the insurance department?
[AGENT][NEUTRAL] Um, this is the insurance department, but we don't, um, it does, it doesn't work like that. I see Miss [PII] from the provider's office called yesterday and we gave her the benefits of the policy.
[AGENT][NEUTRAL] But it was verbally, it was over the phone.
[CUSTOMER][NEUTRAL] Yeah, OK, we got that.
[CUSTOMER][NEUTRAL] We got that done, but I'm just waiting on the approval for to get her teeth pulled.
[CUSTOMER][NEUTRAL] That was for a consultation.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Is there any way you can call the office and do a three-way call to see exactly what they're needing or what they did, how they send in for that approval because I don't see anything here indicating that we have received an approval request.
[CUSTOMER][NEUTRAL] OK, can you hold on?
[AGENT][NEUTRAL] Sure.