AccountId: 011433970860
ContactId: f1571972-dffa-410b-a7be-609e8bbf3ba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450519 ms
Total Talk Time (AGENT): 107951 ms
Total Talk Time (CUSTOMER): 113205 ms
Interruptions: 4
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f1571972-dffa-410b-a7be-609e8bbf3ba4_20250414T20:01_UTC.wav
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[CUSTOMER][NEUTRAL] section
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm looking for a pre-op for a patient.
[AGENT][NEUTRAL] OK, I can help you with preop. Can I get your name and your callback number and the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] My name's [PII]. I'm calling from Woolsey Dentistry.
[CUSTOMER][NEUTRAL] And the phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 614,820.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] Alright, I do show that Miss [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][NEUTRAL] And if you want to give me your fax number I can send you her benefit breakdown and pre-authorization is not required.
[CUSTOMER][NEUTRAL] Pre-authorization is not required. Well, her secondary it is, so I have to have something from the primary.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, that's the first person I think could maybe take.
[AGENT][NEUTRAL] Let me look and see she has let's see her dental plan.
[CUSTOMER][NEUTRAL] I receive from the shop.
[CUSTOMER][NEUTRAL] And all set and then and I heard the other side of where to said it you just stand there and you know like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Plan B.
[AGENT][NEUTRAL] Let me look it up real quick.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I walk down the stairs in the car.
[CUSTOMER][NEUTRAL] Go to.
[CUSTOMER][NEUTRAL] Get out of the truck.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] OK, on this policy, pre-authorization is not required. It is um a plan that has a set benefit amount for covered procedures.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Yeah yeah pay it.
[AGENT][NEUTRAL] If you want, if you can give me your fax number, I'll send you the benefit breakdown so that you can see what's covered in the amount.
[AGENT][NEUTRAL] For the fee schedule?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if there's anything that you're needing to do that's not on the fax back then it's a noncovered procedure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] OK, and what is your fax number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much Ms. [PII]. I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on now.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. I have that fax on its way to you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] Alright well we appreciate you calling APL. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] OK, well, you have a wonderful week, Ms. [PII]. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.