AccountId: 011433970860
ContactId: 510b2002-6fda-4ab4-aafe-6dc97824a4a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113220 ms
Total Talk Time (AGENT): 55847 ms
Total Talk Time (CUSTOMER): 59641 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/510b2002-6fda-4ab4-aafe-6dc97824a4a6_20250311T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Keri Dental. I was wanting to see if I could get a free schedule faxed over, and I just had a few questions regarding it.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is going to be 01885798.
[AGENT][POSITIVE] OK, I have that as 01885798. Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much for that verification process and you're requesting a thank you, a fax back sent over to you. I can certainly do that for you. What is your fax number, please? Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEGATIVE] It is [PII]. You sound like you're sniffly like me.
[AGENT][POSITIVE] I am, I'm sorry. I'm so sorry.
[CUSTOMER][POSITIVE] No, you're good. I'm like that right now too.
[AGENT][NEUTRAL] I'm sorry, let me repeat that number for you. That's [PII], please.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][POSITIVE] OK, yes ma'am, and you said you had questions, yes ma'am, how can I help you?
[CUSTOMER][NEUTRAL] Yes, so, um, the, the fee schedule, is there a certain way that you go by, like, is there, is it just a flat percentage that you guys go off of, or is there like a co-insurance type of thing that you guys do?
[AGENT][NEUTRAL] OK, the plan follows the UCR, usual custom and re rates, and we pay based on coverage. So like for preventive, yes ma'am, it's 100, basic 80, and then major is 40%.
[CUSTOMER][NEUTRAL] Right, next appointment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect alright so yeah I'll be looking out for that fax if I have any more questions I will give you a call.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. You have a great day and hope you feel better.
[CUSTOMER][POSITIVE] Thanks you too thank you bye.
[AGENT][POSITIVE] Thank you bye bye.