AccountId: 011433970860
ContactId: be6f745d-2b29-4253-82a8-4b928ecae86a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102699 ms
Total Talk Time (AGENT): 33397 ms
Total Talk Time (CUSTOMER): 39870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/be6f745d-2b29-4253-82a8-4b928ecae86a_20250311T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Kes Dental. I was wanting to see if you could provide me the fee schedule that you guys are under for dental.
[AGENT][NEUTRAL] OK, and your name, did you say it's [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, where did I get that?
[CUSTOMER][NEUTRAL] I, I think probably because I, I said it from care is dental.
[AGENT][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] OK. And do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] I do it is going to be oh my goodness, I just got rid of it.
[CUSTOMER][NEUTRAL] 01885798
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And you said that you would like to get a copy of the fee schedule?
[CUSTOMER][NEUTRAL] Um, yeah, if you can, um, if not, if you could just provide me with who the fee schedule that you guys are under.
[AGENT][NEUTRAL] Yeah there is no network affiliated with this particular dental policy, so it's based off of UCR.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] UCR.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, uh, alright, thank you for the information.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh bye-bye.