AccountId: 011433970860
ContactId: 795f5658-be9c-4f89-a4dc-ae381724999d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147940 ms
Total Talk Time (AGENT): 87452 ms
Total Talk Time (CUSTOMER): 44480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/795f5658-be9c-4f89-a4dc-ae381724999d_20250228T21:31_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good day. My name is [PII] calling from Newsm Industry, and I would just like to ask for a fax copy of the provider's reschedule.
[AGENT][NEUTRAL] OK, um, what is the, I can, uh, I can look that up. What is the policy number please, [PII]?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I don't have any patient.
[AGENT][NEUTRAL] Is this for
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] The only uh
[CUSTOMER][NEUTRAL] Yes, I just, yes.
[AGENT][NEUTRAL] Yeah, I don't have a, we, some of our policies are by the uh by uh the UCR if it's a dental policy, um, and some of the policies follow the Carrington PPOC schedule, so I'm, I'm not, I'm afraid I don't understand what you're asking for.
[CUSTOMER][NEUTRAL] Alright, um, we can try this patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes. Patient's ID number is [PII].
[AGENT][NEUTRAL] Thank you. And if I could just verify their name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And I, I do have to ask for a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] OK, thank you. Their policy went into effect on [PII]. It is active. Now, this particular policy um follows the Carrington.
[AGENT][NEUTRAL] Uh, PPO ee. Well, I, I don't have a copy of their fee schedule. Now it is online, but I'm afraid it's not something that I have myself.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Oh, what copy of the provider's fee schedule you have, do you have?
[AGENT][NEUTRAL] Well, I don't have, I don't have a copy of it at all. Um, it's, uh, I don't work the claims myself and, and, uh, it's in our system. It's not something that I have, uh, that's that's on paper that could be transferred to you. It's, it's actually uh a computer system that we have and it's, um, it follows the the the Carrington PPOC schedule, but it's not anything that I can mail out to someone. I can tell you that uh that it is uh online.
[AGENT][NEUTRAL] Um, but that's the only thing that I would be able to tell you.
[CUSTOMER][POSITIVE] Hey thank you so much have a great day.
[AGENT][POSITIVE] OK, thank you for