AccountId: 011433970860
ContactId: 85b11a18-4496-4f9e-a237-ea459f73da9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216100 ms
Total Talk Time (AGENT): 93442 ms
Total Talk Time (CUSTOMER): 123579 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/85b11a18-4496-4f9e-a237-ea459f73da9a_20241230T19:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Doctor [PII]'s office. How are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] Trying to get over this Christmas time pneumonia here in [PII], but other than that, I'm good. I know this weather change.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Bless your heart, I bet that just makes you feel miserable. I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] That's OK. We're, we're going into a [PII], right?
[AGENT][POSITIVE] It's gonna get better.
[CUSTOMER][NEUTRAL] It's just crazy ass weather we got going on down here, hey.
[AGENT][NEUTRAL] I tell you, warm one day and freezing the next, right?
[CUSTOMER][NEUTRAL] Tornado tornadoes over the weekend like come on people.
[AGENT][NEUTRAL] We did that too. We did. We had like in [PII] in the central, central [PII], we had like 4 or 5 going on at the same time right around us and we're like, OK, whatever.
[CUSTOMER][NEUTRAL] Did you, where are y'all?
[CUSTOMER][POSITIVE] OK, yeah, you did, you sure did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So did we. I was like, OK, people, this is enough.
[AGENT][POSITIVE] Just, just, just let it blow through. Yeah, exactly.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] I have a question on the frequencies on a patient of mine.
[AGENT][POSITIVE] Well, it'll be my pleasure to assist you. And you said your first name is [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] 747016.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Let me get that schedule pulled up so I can assist you.
[CUSTOMER][NEUTRAL] I have the I'm looking at the fee schedule, um, and I see the frequencies. The only thing I don't see on here is for fillings. I don't see a frequency for that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I didn't know if maybe there that meant there wasn't one.
[AGENT][NEUTRAL] That's if there's not a frequency, then there's not one if it's not listed.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] She's just kind of a pain in my butt and I wanted to make sure.
[AGENT][NEUTRAL] Don't you love those?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] And I swear the same week of every year it happens to me with her.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] And you're like, you know, all she has to do is download her policy certificate number and she can see everything.
[CUSTOMER][NEUTRAL] Let me call again.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, she doesn't wanna do that. Her husband's a, a chiropractor, so she thinks his insurance is the same as ours, so she tells me how to do my job and I'm like, no, they're completely different.
[AGENT][NEUTRAL] Oh, got you.
[AGENT][POSITIVE] Yep, yep, yep, got you.
[CUSTOMER][NEUTRAL] I just wanted to make sure I wasn't speaking out of turn because I see the frequencies on the fax back that y'all sent me with the crowns, the partials, all that good stuff, but I didn't see anything for filling, so I wanted to make sure.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yeah, if it's not on there, it's not, there's not a frequency.
[CUSTOMER][NEUTRAL] OK, and you show she's met her deductible correct this year?
[AGENT][NEUTRAL] Well, I can check that.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I feel like I have the same conversation every single year this week.
[AGENT][POSITIVE] Yes, she has met it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and you all paid the last one I billed just not with the code I billed so I think.
[CUSTOMER][NEUTRAL] I think I built out a 2393 m.
[CUSTOMER][NEUTRAL] Flipped it around somewhere.
[AGENT][NEUTRAL] Yeah, it's gotta match the fee schedule.
[CUSTOMER][NEUTRAL] Because I don't see a 2393 yeah.
[CUSTOMER][POSITIVE] OK perfect that's what I needed to know.
[AGENT][POSITIVE] My pleasure to assist you, [PII]. I hope you get to feeling better.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you, I appreciate that, me too, out with the old in with the new.
[AGENT][POSITIVE] Thank you
[AGENT][POSITIVE] That's right. Thank you for calling APL. Happy [PII] to you as well, [PII]. Thank you.
[CUSTOMER][POSITIVE] Happy [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.