AccountId: 011433970860
ContactId: 8a517a23-b0eb-4810-b2e3-48a9046fcbd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527020 ms
Total Talk Time (AGENT): 62809 ms
Total Talk Time (CUSTOMER): 98378 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/8a517a23-b0eb-4810-b2e3-48a9046fcbd6_20250312T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from Miss [PII], and we sent a pre-estimate, um, I guess about 3 to 4 weeks ago on a patient. We're just checking to see if that has been approved.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you, um, with the status of that. Well, first, can I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01777823
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, and one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is for data service 31 of 25.
[CUSTOMER][NEUTRAL] Well, no, ma'am, it's actually, um, we got paid well it was a pre-estimate we sent for scale and routepla.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But we haven't done the procedures yet. This was just a preestimate to see if y'all are gonna cover anything on that.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm waiting on my system. I'm gonna place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Right, thank you.
[CUSTOMER][NEUTRAL] You're welcome. You are on hold.
[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][NEUTRAL] OK. Thank you, [PII] for your patience. Um, I'm showing, yes, ma'am, I'm showing for code 04341. The pay estimate is $113.60.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So 1:13 and that's what you'll pay on each quadrant?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, good deal. Will they be sending me something on that or fax me over something?
[AGENT][NEUTRAL] Um, yes, ma'am. You should be receiving something, but let's see if I can fax it to you. Let's see if a copy is available. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII] now [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, yes, ma'am. Here's a pre-treatment estimate. Um, what's your fax number?
[CUSTOMER][NEUTRAL] So. Yes, alright. Yes, hold one sec. Yes, I was trying to reach [PII].
[CUSTOMER][NEUTRAL] This is Ms. [PII]. We're just checking to see if you're on your way to your appointment. We had confirmed yesterday for [PII]. Oh my [PII], I'm supposed to call you. I'm at work and I'm supposed to. Hold on just one sec, OK? One minute. Alright, ma'am, my fax number is [PII].
[AGENT][NEUTRAL] OK, that's attention. [PII] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] That, that'd be fine. Yes, ma'am. [PII], that's it.
[CUSTOMER][POSITIVE] I appreciate it. Thank you, bye bye.
[AGENT][POSITIVE] No problem.