AccountId: 011433970860
ContactId: c8c41d6b-fd49-489c-ba15-68eeb49c35a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175529 ms
Total Talk Time (AGENT): 88661 ms
Total Talk Time (CUSTOMER): 89119 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/c8c41d6b-fd49-489c-ba15-68eeb49c35a6_20250210T17:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi [PII], it's [PII]. How are you doing today? Happy Monday. I'm, I'm good, thank you. Listen, I've got a provider on the line about a pre-treat.
[AGENT][POSITIVE] Hey [PII]. I'm good. How are you?
[CUSTOMER][NEGATIVE] Um, and I can't find anything regarding she's asking what we're gonna pay. I don't even see line. I mean, in, in.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] On base.
[AGENT][NEUTRAL] What is the policy number, [PII]? I don't know anything about the um the dental, the, the stuff, but I think [PII] put it on the notes, but what's the policy number? Cause I don't.
[CUSTOMER][NEUTRAL] It's 604-814.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And who is it for?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] And what is the um,
[AGENT][POSITIVE] [PII] is nice.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh, the provider's name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she don't they don't put it in on base anymore?
[AGENT][NEGATIVE] I don't know why when I first started here they used to list it, itemize it on the EOB, but now they don't. I don't understand why they don't because that's confusing to the provider. You're sending them something with nothing on there. They don't know the reason for the pre-treat is to show them what we're gonna pay on it, but.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, and all I could, I mean all I could see in Onase was the actual claim itself.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And so, um, [PII] puts it on the notes.
[AGENT][NEUTRAL] And so I could tell her from the notes, I could read it from the notes and let her know. You said her name was [PII]?
[CUSTOMER][NEUTRAL] [PII] and her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and that's good to know. I mean, I, I had no clue I thought.
[CUSTOMER][NEUTRAL] We always sent the pre-treat estimate.
[AGENT][NEUTRAL] I don't know why they haven't changed it, but I'll let her know.
[CUSTOMER][POSITIVE] I appreciate you, [PII]. Thank you. You have a wonderful day.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] Have a good day as well. Thank you.
[CUSTOMER][NEGATIVE] Oh, she just hung up. Are you kidding me?
[AGENT][NEUTRAL] She'll call back cause she's gonna wanna know what we pay on it.
[CUSTOMER][NEUTRAL] I, I just might give her a call back so just to make sure um.
[AGENT][NEUTRAL] It's right here, um, the first one for the data service [PII], well not the date of service but the notes is from [PII], but you can just directly transfer it to me if you call her back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got you. I got you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Well, I, I think I can, I'm sorry. I did, I was not aware of that. That's a really good thing to know.
[AGENT][NEUTRAL] No, cause I wasn't aware of it until I called [PII] one day and asked her.
[CUSTOMER][POSITIVE] That's just crazy. But anyway, that's all right. We, we will go, we'll just roll with it, won't we?
[AGENT][POSITIVE] Mhm, yeah, we'll make it work.
[CUSTOMER][POSITIVE] That's right. So good to talk to you. You have a wonderful day. Thank you. Bye-bye.
[AGENT][POSITIVE] Same here, [PII]. You do the same. Thank you. Bye.