AccountId: 011433970860
ContactId: a50e84a0-2261-484f-8572-5c1d7c752477
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277559 ms
Total Talk Time (AGENT): 83625 ms
Total Talk Time (CUSTOMER): 64748 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a50e84a0-2261-484f-8572-5c1d7c752477_20250529T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I just, I was just checking on the status of a pre-op for a patient.
[AGENT][NEUTRAL] OK, I can see um about a pre-op for you. May I please get your name and your callback number and the name of your facility?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Um, phone number is [PII] and I'm calling with Delight Family Dental.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. Let me
[AGENT][NEUTRAL] Get over there where I can check things out for you. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, I have [PII]. Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member ID is 02277434.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] He does not need preauthorization um we just pay on a UCR.
[AGENT][NEUTRAL] Schedule
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Schedule OK and is there a way [PII] that I can get that faxed over to us?
[AGENT][POSITIVE] Yes ma'am, give me your fax number and I'll send you a fax back with this benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Oh my gosh, I don't know it off the top of my head. Hold on.
[AGENT][NEUTRAL] That's OK. Take your time. I don't know ours either.
[CUSTOMER][NEUTRAL] OK, I found it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] It's 21 it's 210,210.
[CUSTOMER][NEUTRAL] 888-947-2
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you, Miss [PII], and I'll be right back.
[CUSTOMER][POSITIVE] Perfect, thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, no, I believe that's all for today.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.