AccountId: 011433970860
ContactId: 56786e3d-c682-4d47-829f-40286083b1e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231240 ms
Total Talk Time (AGENT): 79019 ms
Total Talk Time (CUSTOMER): 71088 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/56786e3d-c682-4d47-829f-40286083b1e7_20250131T21:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a quick question. Um, what the schedule do y'all follow?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry, what, what schedule do we follow?
[CUSTOMER][NEUTRAL] Yes, like what fee schedule?
[AGENT][NEUTRAL] I know, OK, V as in Victor or B as in boy?
[CUSTOMER][NEUTRAL] P as in FEE.
[AGENT][NEUTRAL] Oh, fee, um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] For like what purpose?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm not 100% sure of your question. Who am I speaking with?
[CUSTOMER][POSITIVE] This is [PII] with Ideal Deal and Hearst. I have a patient and we called and requested a fax back and it was sent to us.
[CUSTOMER][NEUTRAL] Um, but on the fax back there's no fee schedule so we don't go, we don't know what to go based off.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, um, do they have like a policy number or a group number that they, yeah, could you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the policy number that I have is 02521313.
[CUSTOMER][NEUTRAL] Group number is 20,730.
[AGENT][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, give me one second.
[AGENT][NEUTRAL] Mm, to be honest, I'm not 100% sure. I might.
[AGENT][NEUTRAL] Have to, um, give me a second. I'm gonna put you on a brief hold and I'm gonna send you to our dental line, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] didn't know.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] Good for you.
[AGENT][NEUTRAL] Good, I have somebody from a um dental office who is calling. I think she has one of our patients um in her um.
[AGENT][NEUTRAL] In her chair trying to get some dental work and she wants to know what fee schedule we go off of.
[AGENT][NEUTRAL] And the person is with the Universal Trucking Montgomery Transport.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 20,730. Do you mind talking to her because we don't deal with. OK, thank you.
[CUSTOMER][NEUTRAL] Oh, not at all. Yeah, you can send her over.
[CUSTOMER][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] Ah sorry, [PII], go ahead.
[CUSTOMER][NEUTRAL] That's. Hi, this is [PII] in the claims department. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Everything is all I'm gonna go over to the.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, can you hear me? Yes ma'am hi this is.