AccountId: 011433970860
ContactId: af6e9f52-96d1-48b4-a840-840a1b7b101f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550330 ms
Total Talk Time (AGENT): 201735 ms
Total Talk Time (CUSTOMER): 354446 ms
Interruptions: 10
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/af6e9f52-96d1-48b4-a840-840a1b7b101f_20250211T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor [PII]'s office at Dogwood Dental in [PII]. Um, I called a couple times yesterday, um, to receive a fax back. Hi, I'll be with you in just a moment and I didn't receive those. I was just wondering if I could um maybe try again today.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Absolutely I'll help you, Ms. [PII]. um, what is your um your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEUTRAL] Could I have you on hold for just a second or can I have just a second? I'm sorry, I'm the only one at the front desk right now. OK, what's your name?
[AGENT][NEUTRAL] Yes, ma'am. Yes. Yes, yes, that's fine.
[CUSTOMER][NEUTRAL] OK, and you're a new patient for us, right? OK.
[CUSTOMER][NEUTRAL] Never felt that insurance case because the phone like other people are coming in.
[CUSTOMER][NEUTRAL] OK, so, um, I'm just gonna have you send the paperwork out for pay.
[CUSTOMER][NEUTRAL] Or you have a question um you can just blank and I can help you out.
[CUSTOMER][POSITIVE] OK wonderful well you can just.
[CUSTOMER][POSITIVE] OK, I'm so sorry.
[AGENT][NEUTRAL] No, that's OK. Um, what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] OK, yes, Miss uh [PII].
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] It is 02592825.
[AGENT][NEUTRAL] OK, let me look her policy up real quick for us.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm getting that fax back ready, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For you now while we're on the phone.
[CUSTOMER][NEUTRAL] What in the world is going on?
[CUSTOMER][NEUTRAL] OK, I mean all these noises and just.
[AGENT][NEUTRAL] Everybody's busy, yeah, all of a sudden.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] It's always when you get on the phone, so everybody decides they want to come and uh come on in.
[CUSTOMER][POSITIVE] Well, and I've got one, girl that's out this morning so I'm doing.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All the things which is fine um but yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][MIXED] You're a little overwhelmed today, but that's all right. Your day is gonna go by quick because you're gonna be so busy.
[CUSTOMER][NEUTRAL] Yes, well, and this, this patient that I'm calling about, she is.
[CUSTOMER][NEUTRAL] She's a handful so I'm trying to make sure I've got all my.
[AGENT][POSITIVE] Oh my goodness. Yes, ma'am. Yes, got all your, yep, I understand.
[CUSTOMER][NEUTRAL] Is [PII] mhm mhm.
[AGENT][NEUTRAL] OK, and um let me get your fax number real quick.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] OK, let me repeat it back to you since you didn't get it yesterday, um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK. All right. Let me, I'm gonna do it while we're on the phone together. The, the way that our system works is if the phone is busy, the fax is busy, it'll tempt, but it'll attempt up 3 times. And then after the 3rd attempt, it'll, it'll stop trying to send it, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, so it probably tried or whoever I spoke with yesterday tried it it didn't come through on our end.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, if the, right.
[CUSTOMER][NEUTRAL] Because it was busy.
[CUSTOMER][NEUTRAL] Mhm we were calling for a lot of a lot of COIs yesterday so I'm sure that our line was busy.
[AGENT][NEUTRAL] Yes ma'am, that that.
[CUSTOMER][NEUTRAL] I haven't called anyone else this morning.
[AGENT][POSITIVE] Yay, so maybe we have a, maybe we have a line through.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I hope so.
[AGENT][NEUTRAL] OK, I just sent it, so it should be on the way, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] Yeah, it normally takes a few minutes on on our end so I I'm hopeful today that it it's gonna come through um can I, can I go ahead and verify um just a couple of things on her plan um in case.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] For some reason it doesn't come through um like I said she's.
[CUSTOMER][NEUTRAL] A handful so I, I wanna be prepared.
[AGENT][NEUTRAL] Yes ma'am I understand.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Her
[AGENT][NEUTRAL] And this will be just to verify her coverage. It's not a guarantee of payment. Um, yes, go ahead.
[CUSTOMER][NEUTRAL] Out of
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her, um, her max for the year is $500 correct?
[AGENT][POSITIVE] Correct, yes, that's correct.
[CUSTOMER][NEGATIVE] OK, OK, um, I think she was so upset yesterday because she, she didn't realize that she thought she had like um a better dental plan than she had through her employer um so that kind of sparked some.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Some issues there because I know she doesn't have um like major benefit coverage a lot of it's for her preventative treatment is that correct? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that, that's correct.
[CUSTOMER][NEUTRAL] OK, and she is needing.
[AGENT][NEUTRAL] Yeah, she has preventative and basic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, and she was like having a hard time.
[CUSTOMER][NEUTRAL] Understanding that like.
[CUSTOMER][NEUTRAL] I couldn't help her with that like her employer would have to like give her her her employee benefits or she you know she's welcome to call you guys but I kind of had to like break that to her yesterday and it was a lot because she you know she needs a a flipper she needs an extraction she she's a lot of like major work so.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh bless it. Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, well, I am just gonna wait for that fax. I just wanted to verify that that was right for the, the maximum for the year.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, you are correct and
[AGENT][NEUTRAL] And she does have a $50 calendar year deductible.
[CUSTOMER][NEUTRAL] OK, and I think I had that.
[CUSTOMER][NEUTRAL] Calendar double.
[AGENT][NEUTRAL] And if she
[AGENT][NEUTRAL] Like even if she called us.
[AGENT][NEUTRAL] We would have to tell her that she would have to get with her employer, um her HR department and see about benefits and if they have a better plan that she can sign up for our next open enrollment is what we would tell her um because.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, I mean.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] She, she just, she didn't get it and then she was like I'm just gonna get another job and I said oh OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know that's not, that's not my business, but OK.
[AGENT][NEUTRAL] Oh my. OK, right.
[CUSTOMER][NEUTRAL] Just let me know if you get a different insurance so I can keep it correct on our system and we're not sending, you know, bills so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK well I I haven't got it yet but I I think I will in just a few minutes so I really appreciate your help this morning.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I'm gonna.
[AGENT][NEUTRAL] You're welcome. And I'm gonna keep a watch for it. I put a tag on it, so if it didn't go through, it would um alert me and I'll try to send it again if it doesn't.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Um, I enjoyed talking with you. You too. Thanks for calling APO.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye bye. Uh-huh, bye bye.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Hey, how are you? Let me just put that in there. Oh, OK, yeah, the same one we gave her. OK, um, yeah, so she doesn't need anything else from us right now. OK.
[CUSTOMER][NEUTRAL] If he, if he wants to have it be, uh, I mean checked out and I'll, I'll call you back, OK, OK.
[CUSTOMER][NEUTRAL] And you have MetLife insurance. I have um but I have the copy of my card.