AccountId: 011433970860
ContactId: 99a24236-2fc0-4407-99e6-f22754961d96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122150 ms
Total Talk Time (AGENT): 61962 ms
Total Talk Time (CUSTOMER): 59530 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/99a24236-2fc0-4407-99e6-f22754961d96_20250114T17:34_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], this is [PII] calling from the Creswell Dental Clinic in [PII]. How are you doing this? It is still this morning. Yes ma'am. How are you? I'm like, what time is it?
[AGENT][NEUTRAL] You were just wishing. You were wishing. I'm on central standard.
[CUSTOMER][POSITIVE] Yes, I was wishing a whole lot, girlfriend, yes.
[AGENT][NEUTRAL] Yeah, unfortunately, it's still morning. Just come on, bring it on.
[CUSTOMER][NEGATIVE] Like, please, [PII], come on.
[AGENT][NEUTRAL] I hear you, [PII].
[CUSTOMER][NEUTRAL] I am trying, I've got a claim that's at 96 days and I'm just trying to make sure you guys got it all the things, um, what do you wanna start with?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 690633
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright, thank you. I will be happy to check that claim information for you. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, we did not have that claim on file.
[AGENT][NEUTRAL] Would you like to fax it to our claims department?
[CUSTOMER][NEGATIVE] I would love nothing more. What is that fax number?
[AGENT][NEUTRAL] Our claims fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that comes straight to our claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty thank you so very much I greatly appreciate your help.
[AGENT][POSITIVE] My pleasure to help you with that claim status. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll do it. You were my lone ranger with you guys, so thank you so much.
[AGENT][POSITIVE] It's been my pleasure, [PII]. Thank you for calling APL. Hope our afternoon goes by quickly and you have a lovely evening.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Um bye bye.