AccountId: 011433970860
ContactId: 010dfb2a-1f2d-4726-8be4-326d39222363
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86459 ms
Total Talk Time (AGENT): 38887 ms
Total Talk Time (CUSTOMER): 43232 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/010dfb2a-1f2d-4726-8be4-326d39222363_20250131T18:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling to see if um our patient has any orthodontic benefits with this plan.
[AGENT][NEUTRAL] OK, so you're calling to find out if there's any orthodontic benefits. Is that correct for your patient? Yes, ma'am, I can help you. And who am I speaking with, please?
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I see it says.
[CUSTOMER][NEUTRAL] It says group number, effective date and then plan, and then there's an in-hospital benefit number and out benefit number. Which one do you need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is, OK, so that policy is not a dental policy. That is a supplemental medical policy only.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][POSITIVE] Perfect. I just wanted to to verify that. Thank you.
[AGENT][NEUTRAL] Yes, ma'am. OK, [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] OK, well then, thank you for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.