AccountId: 011433970860
ContactId: b794dbfd-5236-40a6-8f82-22b32fd21a23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250690 ms
Total Talk Time (AGENT): 101894 ms
Total Talk Time (CUSTOMER): 69960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b794dbfd-5236-40a6-8f82-22b32fd21a23_20250529T15:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine and yourself?
[CUSTOMER][POSITIVE] I'm good thank you I am calling to check on a status of a pre-op for a patient.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] And your name is, again, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 603-568
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And when was the pre-treat sent?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, it looks like it was sent back in [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, what was it for? Because I don't see.
[AGENT][NEUTRAL] Any pre-treats.
[CUSTOMER][NEUTRAL] Um, it was for 3 fillings.
[AGENT][NEUTRAL] OK, let me look at this one. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Was this for uh teeth number 30, 14, and 3?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull this claim up.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] July
[AGENT][NEUTRAL] It looks like it was received on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] and
[AGENT][NEUTRAL] Process on [PII], and y'all have not received that?
[CUSTOMER][NEUTRAL] We don't
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] Uh, give me a moment, make sure I can pull it up.
[CUSTOMER][NEUTRAL] we can.
[CUSTOMER][NEUTRAL] Hi how you doing?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] She.
[AGENT][NEUTRAL] Sorry, my computer is moving slow this morning.
[CUSTOMER][POSITIVE] That has been me as well, so I completely understand.
[AGENT][NEUTRAL] I think it's still on vacation for Memorial Day.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] See, so
[AGENT][NEGATIVE] Don't tell me they did not pay.
[AGENT][NEUTRAL] Well this really say a pre-treats oh it is estimate. OK, I can send this to you via fax if you like.
[CUSTOMER][POSITIVE] Yes, that would be perfect.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, what's that uh fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And spell your name for me, so I don't misspell it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments. Uh, is there anything else, Miss. [PII], I can assist you with today?
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][POSITIVE] Uh, no, ma'am, that'll be everything. Thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome and thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you mhm bye bye.
[AGENT][NEUTRAL] Bye.