AccountId: 011433970860
ContactId: 9039a8f6-b65a-47f8-ab7f-370856414738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142559 ms
Total Talk Time (AGENT): 42182 ms
Total Talk Time (CUSTOMER): 101059 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9039a8f6-b65a-47f8-ab7f-370856414738_20250227T19:10_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], it's [PII] at Doctor [PII]'s office in [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Girl living in the dream every day.
[CUSTOMER][NEGATIVE] Just live in the dream every day. Hey, I have got a patient that's got an outstanding claim that's sitting at 140 days and I'm like, this ain't like my peoples. Can I, can you look up something for me?
[AGENT][POSITIVE] Sure, OK, I'll be happy to assist him. um, what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that policy number?
[CUSTOMER][NEUTRAL] 690-633.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mr. [PII], [PII].
[AGENT][NEUTRAL] And the date of service.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Mm, I don't see we have that.
[CUSTOMER][NEUTRAL] OK, can I get, I have got all this at my office on [PII]. Can you give me your fax number so I can get that faxed in for you, please?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome, we'll get that zipped right over for you. Thank you so much.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Baby, that's the only long ranger I've got for you guys. I was like, I bet they ain't got it because they y'all always pay our claims so fast. I'm like because we've been with y'all for 80,000 years, so I just wanted to double check, like literally probably 40.
[AGENT][POSITIVE] Oh, wow.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] We've been a provider for APL girl we was we was back in the old dentaa days. That's how long we've been with y'all, yes ma'am, dental care 1 and 2, the OG the yes, the OG dental care. me and Miss [PII] are on first name basis and on speed dial.
[AGENT][POSITIVE] That's awesome.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh, wow.
[AGENT][POSITIVE] Oh, that's my manager. That's my girl. That's my girl.
[CUSTOMER][POSITIVE] Girl, I love Miss [PII]. She's my girl. I'm like, Miss [PII], she's a girl, girl, I got you just did that to me real fast. I said, OK, I got you.
[AGENT][NEUTRAL] We
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] Girl, we have processed. I would prob I would say hundreds of thousands of dollars for y'all service like I ain't joking.
[AGENT][POSITIVE] Wow, that's awesome.
[CUSTOMER][POSITIVE] Yep well girl I'll get that faxed right over to y'all thank you so much for your help I greatly appreciate it.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well, baby, bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.