AccountId: 011433970860
ContactId: daeeb3c3-c83c-4c64-b55c-f7430e175774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231160 ms
Total Talk Time (AGENT): 56678 ms
Total Talk Time (CUSTOMER): 68687 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/daeeb3c3-c83c-4c64-b55c-f7430e175774_20250606T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a dental office um regarding uh, uh, husband and wife and their claims we sent in some predeterminations for them.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] And I was just calling to check the status.
[AGENT][NEUTRAL] All right. Uh, what is your policy number? Do we have that?
[CUSTOMER][NEUTRAL] OK, so the policy holder's number is 02296314.
[AGENT][NEUTRAL] Right. And then if I could get the uh name and date of birth.
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], was there a pre-treatment on both patients or just one?
[CUSTOMER][NEGATIVE] On both for [PII] we sent in for a core build up and crown on number 13 and I called back in May regarding it and spoke with someone and was told the claim was processed and we would receive it but we didn't but maybe it got lost in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. Do you guys have like a fax I can send it to?
[CUSTOMER][NEUTRAL] Sure do, um, it is 814.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 266.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 866 8.
[AGENT][POSITIVE] OK, perfect, thank you. So I see the one here for [PII], so let me just.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so let me get this one sent to you and then let me check under her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII]'s is on the way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see one here too for [PII], so.
[CUSTOMER][NEUTRAL] Yes, and that one is for number 4.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, [PII], I got that 2nd 1 sent to you also, so it shouldn't take longer than like 5 minutes for them to come through, OK?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright hey I appreciate your help, [PII] thank you so much and you have a great weekend.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] Bye bye