AccountId: 011433970860
ContactId: a6fea5a9-fad2-415f-87db-0a838c90b7e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135380 ms
Total Talk Time (AGENT): 62844 ms
Total Talk Time (CUSTOMER): 50401 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/a6fea5a9-fad2-415f-87db-0a838c90b7e3_20250109T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I am calling from a dental office, and I actually was calling to see if I could get some updated information. We had gotten, uh, just a copy of the of y'all's fee schedule, and I'm seeing if I could get an updated one of those. My last one's from [PII].
[AGENT][NEUTRAL] OK, um, the fax back that shows all of the benefit information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got it. OK, um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, we only have a few patients have it. I'll give you one. Let me see.
[CUSTOMER][NEUTRAL] OK, we'll do this 1 613-972.
[AGENT][NEUTRAL] I'm sorry, that was 613-972?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], no, well, that's the patient [PII], the, yeah, yeah, I'm sorry, [PII], his date of birth is [PII].
[AGENT][NEUTRAL] Uh, whoever you're seeing, that's perfectly fine.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so the policy is active. Effective date was [PII].
[AGENT][NEUTRAL] One moment, let me get this pulled up for you.
[AGENT][NEUTRAL] All right, and what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure that I heard that correctly, uh, that was [PII].
[CUSTOMER][NEUTRAL] 33, yes, your phone cut out. Let me make you said [PII], yes, yes, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, um, and when I just put this to your attention.
[CUSTOMER][NEUTRAL] Um, yeah, that'd be fine.
[AGENT][NEUTRAL] OK, alright, I will get it sent, uh, now you should get it maybe uh 10-15 minutes depending on how busy your machine is. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.