AccountId: 011433970860
ContactId: fb55fdc6-ae2a-4ff9-bc03-9a35233827f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104279 ms
Total Talk Time (AGENT): 40449 ms
Total Talk Time (CUSTOMER): 33621 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/fb55fdc6-ae2a-4ff9-bc03-9a35233827f7_20250311T17:35_UTC.wav
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[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling here from Western Dental, and I need to see what fee schedule we use for your guys' insurance.
[AGENT][NEUTRAL] OK, I can help you with the fee schedule Miss [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name, date of birth, and policy?
[CUSTOMER][NEUTRAL] It's [PII]. Policy number is 0248699999.
[CUSTOMER][NEUTRAL] And date of birth is going to be [PII].
[AGENT][NEUTRAL] OK, let me look that.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Let me look this up real quick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so with [PII]'s, um, policy you are going to be using the UCR, usual customary reasonable.
[CUSTOMER][NEUTRAL] OK, what, what's your phone's a little bit cutting out. What the schedule are we using?
[AGENT][NEUTRAL] UCR usual customary reasonable.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes