AccountId: 011433970860
ContactId: cae44c69-4ff4-4edf-981e-8c25af585ffc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456500 ms
Total Talk Time (AGENT): 94439 ms
Total Talk Time (CUSTOMER): 64161 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/cae44c69-4ff4-4edf-981e-8c25af585ffc_20250317T18:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, my name is [PII] and I'm calling from the providers, a dental provider's office. I have a question about a patient's policy, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with any questions about the policy, Ms. [PII]. May I have a policy, uh, I'm sorry, a callback number just in case we get disconnected, followed by the policy number.
[CUSTOMER][NEUTRAL] Sure it's 281.
[CUSTOMER][NEUTRAL] 943-733-8
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And the policy number is 437199.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK, the patient is [PII] and the birth date is [PII].
[AGENT][NEUTRAL] Thank you. All right. And it looks like we have an effective date of [PII] and it is active at the moment. And what are your questions, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I just, um, need to find out what fee schedule that we use, um, in our office for this patient's policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so this one pays a flat amount based on the coding, um, and it's, so it's gonna be a uh breakdown that we send out with option A, which is the one that we pay out of. Um, I can go ahead and send it to you if you need it because again we pay a flat amount on this one.
[CUSTOMER][POSITIVE] Yeah, that would be great if you could send that to me I'd appreciate it so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yes, and what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's [PII]. OK. Thank you. And do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] [PII] uh huh.
[CUSTOMER][NEUTRAL] No, that's fine thank you.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and be impatient for you, Ms. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, you can give us a call back and we can resend it, but it should be there by then.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, OK, thank you so much. I appreciate all your help.
[AGENT][NEUTRAL] Mm mm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, I'm good again thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome