AccountId: 011433970860
ContactId: c7f71de9-ad0c-42fd-a08e-77900fbbda85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231070 ms
Total Talk Time (AGENT): 88429 ms
Total Talk Time (CUSTOMER): 53870 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/c7f71de9-ad0c-42fd-a08e-77900fbbda85_20250522T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Avair Dental. I'm looking to get status of a predetermination for a patient, please.
[AGENT][NEUTRAL] OK, I can check that status for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, direct number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number this was for?
[CUSTOMER][NEUTRAL] I do. It's 1121254.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, it's for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. OK, and then, uh, when was this sent to us, [PII]?
[CUSTOMER][NEUTRAL] Um, we sent it once you guys didn't receive it and we sent it most recently on [PII].
[AGENT][NEUTRAL] [PII], OK, give me just a moment, let me check that for you.
[AGENT][NEUTRAL] Sorry, bear with me just a moment. I'm just thinking about it.
[CUSTOMER][POSITIVE] Yep, not a problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Was this just for the one procedure code?
[CUSTOMER][NEUTRAL] Yeah, the 19944, the approval guard.
[AGENT][NEUTRAL] OK, I do think I found it. Bear with me. It's just taking its time trying to load.
[AGENT][NEUTRAL] OK, there we are. 9944, you said I'm sorry?
[CUSTOMER][POSITIVE] Mhm, yes, yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, it does look like it completed processing. I can go ahead and send this to you as well um if you've got a fax number.
[AGENT][NEUTRAL] It, I'm so sorry, it is just taking so long to load. OK, um let me go ahead and get that fax number from you.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK, I will send this to you, um.
[AGENT][NEUTRAL] I'm so sorry it's taken so long for it to load.
[CUSTOMER][POSITIVE] Oh, that's, that's speedier, speedier than most plans when I call, so the fact that I got straight through to a human.
[AGENT][NEUTRAL] My goodness. No, I was just.
[AGENT][POSITIVE] Not letting me like I'll go to click one thing and it's just I see it spinning, but my goodness, I can go ahead and send it though so I will, you should get it within about 10 minutes um if you have any questions or anything definitely feel free to give us a call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good. I'll watch for it then thanks for your time.
[AGENT][POSITIVE] All right. Thanks, [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] Mm. You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.