AccountId: 011433970860
ContactId: e81e250e-445a-40fb-aea3-0477ff54fe04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571640 ms
Total Talk Time (AGENT): 96514 ms
Total Talk Time (CUSTOMER): 99947 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e81e250e-445a-40fb-aea3-0477ff54fe04_20250326T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning, my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Good thank you and you're calling from Rose Dental Center and would like to know if we can receive the fee scheduled from your insurance company.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Is it for dental?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, and I'm sorry, can you repeat the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Rose Dental Center.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure, [PII].
[AGENT][NEUTRAL] OK, and what's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, let me go back to the policy number, sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The policy subscriber ID is 774982.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you see any other numbers besides that one? It's a little bit too short.
[CUSTOMER][NEUTRAL] OK, let me go to the last fax back because that's what I have on this short, um.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Let me go back for a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, that's the the number that I have 77498.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me use that as a group number. Let me check and see if that will be a group number. OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Group number is 14585.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Group number is 14585.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the last name of the patient?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] is the policyholder.
[CUSTOMER][NEUTRAL] Is that seats [PII].
[CUSTOMER][NEUTRAL] And the name of the patient is [PII].
[AGENT][NEUTRAL] [PII], OK, and I'm sorry, I didn't quite catch that last name. Can you repeat the last name?
[CUSTOMER][NEUTRAL] [PII] is the last name and the first name is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is this the main holder or is this the dependent?
[CUSTOMER][NEUTRAL] Is a dependent [PII] is a dependent. The main holder is Siel [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Mhm thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I found it. OK, and um what is the fax number so I can uh send this fax back to you?
[CUSTOMER][NEUTRAL] Um, the fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I need the uh.
[AGENT][NEUTRAL] Go ahead. Yeah. Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need the fee schedule mhm.
[AGENT][NEUTRAL] Yeah, mhm. OK, 6109238342.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[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 being patient for Miss [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Great.