AccountId: 011433970860
ContactId: 2e4fec03-e27b-469d-8d3b-fc7324d663ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594599 ms
Total Talk Time (AGENT): 104873 ms
Total Talk Time (CUSTOMER): 155729 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/2e4fec03-e27b-469d-8d3b-fc7324d663ec_20250612T13:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Um, yes, ma'am, my name is [PII]. I'm calling from Serene Oral Surgery. I had called yesterday and spoke with [PII], and I was supposed to have a patient's insurance plan um faxed to me, and I never received it, and she's coming today. That's OK.
[AGENT][POSITIVE] I'm so sorry for that.
[AGENT][NEUTRAL] Oh, OK, I can go ahead and send that right now and wait to make sure you get it, um, [PII], may I have a callback number just in case we get disconnected first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 617992
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. And what is that fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, OK, let me go ahead and send it right now, bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Same.
[AGENT][NEUTRAL] OK, I'm waiting on the system, OK?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How do you spell your name just to make sure I spell it correctly.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As a state.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Exagger
[AGENT][NEUTRAL] Does it usually come fairly fast or it takes a little bit to get there?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, you're fine you're fine.
[AGENT][NEUTRAL] OK. OK. I was just checking. I already sent it. I just wanted to see like if it takes a long time or not. Sometimes it does, sometimes it just goes fast.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How do I need this?
[CUSTOMER][NEUTRAL] Do reprint go to to enter and scroll down.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have to look at it.
[CUSTOMER][NEUTRAL] Do you go more is there one for more? Yeah, do other.
[CUSTOMER][NEUTRAL] I can verify force reprint there we go.
[CUSTOMER][NEUTRAL] Last.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I want you.
[CUSTOMER][NEUTRAL] Alright, I'm gonna go check another computer really quick just to see if it comes through. Hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah sure.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEGATIVE] OK, I still haven't gotten it.
[AGENT][NEUTRAL] Yeah. Do you have an email?
[CUSTOMER][NEUTRAL] Um, can you email it? Yes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII]
[AGENT][NEUTRAL] [PII]. What's the next word?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They have
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] do
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's almost there.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Make sure the attachment has all the information before I send it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how are you? So she walked in the door and I went, never mind, birthday's mother.
[CUSTOMER][POSITIVE] I'm so sorry but so good morning.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just got it.
[AGENT][NEUTRAL] Oh OK and I just sent the email so you're gonna get to.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I just said it said when you said I got it, I'm like, OK.
[CUSTOMER][POSITIVE] That's so funny. Well, I appreciate all your help.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I was looking at this. There is not a group number for this, is there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Not for this one, this one doesn't have a group, this one itself.
[CUSTOMER][POSITIVE] OK, well I appreciate all your help. Thank you so much have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. No problem. Have a good day. You too. Thank you for calling. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.