AccountId: 011433970860
ContactId: 3b0d1440-b206-48e8-85bd-b4f32639c70f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100959 ms
Total Talk Time (AGENT): 58951 ms
Total Talk Time (CUSTOMER): 33621 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/3b0d1440-b206-48e8-85bd-b4f32639c70f_20250204T21:42_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, my name's [PII] and I'm calling from a dental office.
[CUSTOMER][NEUTRAL] And I was calling.
[AGENT][NEUTRAL] This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, and I was just calling regarding um I'm not sure if it's an authorization. I don't know if it was approved or not. I just wanted to verify it.
[AGENT][NEUTRAL] Certainly look a pre uh pre-op. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's going to be 022-73451.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] It's for [PII] with date of birth [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it looks like your claim number is 3553845. It has been processed. Now, um, code, uh, procedure code 07230 will pay $144. 0431 will pay $8560. Now this is just an estimate, not a guarantee of payment, but, um, that is what the uh.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Pre-authorization is going to say now we you should be getting that um.
[AGENT][POSITIVE] In the mail, uh, just any time, uh, we send out, uh, around the [PII], so you should be getting that just any time.
[CUSTOMER][NEUTRAL] OK, with the numbers on it?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, OK, I'll wait for that that's all I needed.
[AGENT][POSITIVE] OK, there's nothing else I can help with and thank you for contacting AP. Have a good day.