AccountId: 011433970860
ContactId: 3f16f1e4-c5ff-4b3f-abf9-5e942660a806
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165350 ms
Total Talk Time (AGENT): 72670 ms
Total Talk Time (CUSTOMER): 62855 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3f16f1e4-c5ff-4b3f-abf9-5e942660a806_20250506T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I am calling in on behalf of a patient. I'm calling from a uh dental office, please. I need some help with their policy.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 00614208.
[AGENT][POSITIVE] All right, thank you. Let me pull that up here.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] All right, so patient is active. It looks like effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, um, she has been here before y'all still use the, uh, use your own customary fee schedule.
[AGENT][NEUTRAL] Yeah, it is on a fee schedule, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is there a way you can fax me that fee schedule because I don't have one from, uh, except I have one like from 3 years ago.
[AGENT][POSITIVE] Oh yeah, absolutely. What's a good facts?
[CUSTOMER][NEUTRAL] It's 225-622.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], is it gonna have the patient's name on it?
[AGENT][NEUTRAL] Yes, I'll put patient's name, effective date, policy number, and um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does have their calendar year max and deductible. It won't have the used amounts. Do you need me to check that?
[CUSTOMER][NEUTRAL] Um, if she's using any this year, please.
[AGENT][NEUTRAL] Let me see if there's anything on file for this year, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, because sometimes we get faxes through but there's no name so I'm like I don't even know what to do with it.
[AGENT][NEUTRAL] Uh, no, no, no, yeah, it'll have patient name, policy, cert, effective date.
[AGENT][NEUTRAL] Um, yeah, it doesn't look like [PII]'s used anything for the year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it is the insurance fee minus the user and customer equals what the patient pays, correct?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] OK, got it, got it, yeah, honey if you can send that to me I'd appreciate it.
[AGENT][POSITIVE] Yeah, absolutely. Just give me about 5 minutes and it should be on your uh backs over there. Do you want me to mark it attention to you, [PII]?
[CUSTOMER][POSITIVE] That that'd be great thank you.
[AGENT][POSITIVE] Yeah, not a problem. Anything else?
[CUSTOMER][POSITIVE] No, that's it. I do appreciate your time.
[AGENT][POSITIVE] You're very welcome. Have a great day.
[CUSTOMER][POSITIVE] You too honey bye bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.