AccountId: 011433970860
ContactId: e05efe29-3dc9-4103-a059-8f325132ee61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225559 ms
Total Talk Time (AGENT): 100520 ms
Total Talk Time (CUSTOMER): 61187 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e05efe29-3dc9-4103-a059-8f325132ee61_20250618T17:26_UTC.wav
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[CUSTOMER][NEUTRAL] So you don't have to verify those but we do need to do is we put in any.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling with Badger Mountain Dental, and um I was wondering if I can get a patient's eligibility and benefits emailed to me.
[AGENT][NEUTRAL] Um, we don't email, uh, information. We can only fax.
[AGENT][NEUTRAL] Um, do you have the patient ID?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEGATIVE] Yeah, I did call earlier and ask for it to be faxed, um, but I have still haven't received it.
[AGENT][NEUTRAL] Um, let's see, was that, I think I spoke with you, so I sent it to [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it, it timed out, so it abandoned the
[AGENT][NEGATIVE] It it didn't successfully transmit. Do you have another fax number or?
[CUSTOMER][NEUTRAL] No, that's the only one we have.
[AGENT][NEGATIVE] OK. Um, yeah, I tried to send it 3 times and it wouldn't go through.
[AGENT][NEUTRAL] Um, so I, I can go over it with you on the phone.
[CUSTOMER][NEUTRAL] It it would be a ton of information for you to have to give us and you guys can't send that through email.
[AGENT][NEUTRAL] Uh, no, we can't send it through email, but do you want me to try the fax again maybe I.
[AGENT][NEGATIVE] Maybe it was something because like I said, it tried 3 times and abandoned it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, maybe if you could again and we can see um because it's like there's literally a ton of stuff I'd have to ask you.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me get that
[CUSTOMER][NEUTRAL] And it would, it would still go through even though we're not in contract with you guys, right?
[AGENT][NEUTRAL] Oh yeah, yeah, just um.
[AGENT][NEUTRAL] I don't know why it didn't go through. OK, so that was 02555701. Is that the right policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] Yeah, I just know a couple of insurance companies. If you're not contracted with them for some reason the fact don't go to you.
[AGENT][NEUTRAL] Yeah, that's, no, that shouldn't affect it. Um, let me get it pulled up real quick again. Give me just a moment.
[CUSTOMER][POSITIVE] Oh you're fine, thank you.
[AGENT][NEUTRAL] OK, and if I remember correctly, was that for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I'm gonna do, I'm gonna try to send it without the one and then with the one. Maybe that's maybe that might make a difference, but just again to triple check, [PII], right?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK. OK, let me, uh, try this again. I'm gonna send it both ways. Um, you should get it within about 5 minutes. So if you don't have it by then, um,
[AGENT][NEUTRAL] I mean we can we we get these calls sometimes so we I mean we definitely can go over all the codes that you'll need to check on and all that so.
[CUSTOMER][POSITIVE] OK, OK, yeah, I'll give you a call back if I don't get that thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.