AccountId: 011433970860
ContactId: 57f466bf-0590-43df-b0c1-9d603a18e9ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377109 ms
Total Talk Time (AGENT): 80200 ms
Total Talk Time (CUSTOMER): 37679 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/57f466bf-0590-43df-b0c1-9d603a18e9ad_20250425T17:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I'm calling from a provider's office. Um, I was calling to see about getting a fee schedule that we use for this plan.
[AGENT][NEUTRAL] Is it for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, sure. I can assist you with um text back. Um, may I have um your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] Thank you. And may I have um the patient's policy number?
[CUSTOMER][NEUTRAL] 00717165
[AGENT][NEUTRAL] All right. Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you. And what is the, OK, so this is one of our selected benefits. OK, so this one has a fee schedule. So we pay based on the code and we have just a set amount for each code, um, which the ones that we cover are the only ones on that um fax bags. Um, may I have the fax number so I can send you a fax back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I've got you on the line, Ms. [PII]?
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] All right, well thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you, I appreciate your help you the same.
[AGENT][POSITIVE] Thank you. You're welcome. Thank you. Bye-bye.