AccountId: 011433970860
ContactId: 7390afd2-efcb-45ba-b855-292bcb8844c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482760 ms
Total Talk Time (AGENT): 87005 ms
Total Talk Time (CUSTOMER): 104907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7390afd2-efcb-45ba-b855-292bcb8844c8_20250617T14:06_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] They.
[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I'm checking on a predetermination for a patient please. I mean there is one that I have.
[AGENT][NEUTRAL] OK, um, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And where are you calling from [PII]?
[CUSTOMER][NEUTRAL] I'm calling from Doctor [PII]'s office. Do you need our tax ID?
[AGENT][NEUTRAL] Oh, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number for her is going to be just a sec um 00614095.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, um, it's gonna be [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And were you needing a fax back of her benefits?
[CUSTOMER][NEUTRAL] Um, I sent in a, we sent in a predetermination. I just wanted to see if it was approved for a crown.
[AGENT][NEUTRAL] Yeah, I don't think we do predeterminations. Let me check real quick, OK?
[CUSTOMER][NEUTRAL] OK, but yeah, you can fax me uh the benefits that'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment to get the facts ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] is.
[CUSTOMER][NEUTRAL] So you can make it
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Right, and would you like the attention to be to you?
[CUSTOMER][POSITIVE] Yes ma'am, that'll be great.
[CUSTOMER][NEUTRAL] Tomorrow at [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking on the status of that um.
[AGENT][NEUTRAL] That predetermination as well. Um, when was it sent?
[CUSTOMER][NEUTRAL] It was sent on.
[CUSTOMER][NEUTRAL] It was sent out on um [PII].
[AGENT][NEUTRAL] Alright, let me check on that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEGATIVE] Looks like I'm having an issue with my tax.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] Um, area code [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just sent that over.
[AGENT][NEUTRAL] OK, and you said you sent it over on [PII]?
[CUSTOMER][POSITIVE] Thank you for calling B
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm not seeing it in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do y'all pay a certain percent on crowns or at a certain fee schedule?
[AGENT][NEUTRAL] This one will be a benefit amount, so a fee schedules, so for crowns, um, do you have the, the number, the procedure code?
[CUSTOMER][NEUTRAL] We can
[CUSTOMER][NEUTRAL] Yes, I do it's um D 2740.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] OK, it looks like that one would pay $215 towards that.
[CUSTOMER][NEUTRAL] I just want to make sure
[CUSTOMER][NEUTRAL] OK, and what about 2950?
[AGENT][NEUTRAL] Let me look here.
[AGENT][NEUTRAL] $45.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know and you did send over the breakdown.
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what is your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] is it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you very much [PII] you have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Alright bye.