AccountId: 011433970860
ContactId: 7bd3e4bb-11e0-479e-bf71-0ca5aa20e62a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226559 ms
Total Talk Time (AGENT): 97377 ms
Total Talk Time (CUSTOMER): 61504 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/7bd3e4bb-11e0-479e-bf71-0ca5aa20e62a_20250506T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have a couple of questions about my patients benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII]. My number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And I'm calling from Dr. [PII]'s office.
[AGENT][NEUTRAL] OK, thank you very much. And you said your name was [PII] or [PII]? [PII]. OK. Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK. Let me look Miss [PII] up real quick.
[AGENT][NEUTRAL] And you said her name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She goes by [PII].
[AGENT][NEUTRAL] OK, I was gonna say I'm showing [PII] and I had the same date of birth, so it kind of confused me for a minute. OK. All right, and [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said you had questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just have a couple. Can you tell me when if, can you tell me if she has a history of extractions?
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, and what is the code?
[CUSTOMER][NEUTRAL] It would be uh D 7140 or D 7210.
[AGENT][NEUTRAL] OK, let me look up real quick.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey Mr. [PII].
[AGENT][NEUTRAL] OK, she did have an extraction on the last date of service was [PII].
[CUSTOMER][NEUTRAL] Can you tell me what two number that was?
[AGENT][NEUTRAL] It was tooth number 31.
[CUSTOMER][NEUTRAL] OK, and that's the only one she has on file?
[AGENT][NEUTRAL] No, she also has on uh [PII] tooth number 32.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on [PII], she has tooth number 20.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's it. That's all of them.
[CUSTOMER][POSITIVE] OK, OK, perfect, that's what I needed thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And a reference number for our call?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL you have a good night.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.