AccountId: 011433970860
ContactId: e24b882d-9530-42f3-8502-2c7735889972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90540 ms
Total Talk Time (AGENT): 44506 ms
Total Talk Time (CUSTOMER): 31903 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e24b882d-9530-42f3-8502-2c7735889972_20250117T13:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] calling from office checking on benefits.
[AGENT][POSITIVE] Let's see. Excuse me, [PII]. It would be a pleasure to assist you with benefits. What is a good call back number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the policy ID is 02494791.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm. The name of the patient is [PII], [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And this is for dental?
[AGENT][NEUTRAL] Benefits
[CUSTOMER][NEUTRAL] Yeah, I just want to confirm which fish we gonna follow for this patient.
[AGENT][NEUTRAL] So this policy does not does not um participate in a network. We pay a percentage of UCR usual customary rate.
[AGENT][NEUTRAL] So you would use your general office fee schedule and we would pay accordingly.
[CUSTOMER][POSITIVE] All right, no problem. That's all I want to know. Thank you so much. You have a good day.
[AGENT][POSITIVE] And it's been my pleasure to assist you with that network information, [PII]. If there's nothing else I can help you with, I hope you have a wonderful day and thank you for calling APL.