AccountId: 011433970860
ContactId: 02d1e1da-3f24-4e24-a26f-4a122617f5a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86569 ms
Total Talk Time (AGENT): 34940 ms
Total Talk Time (CUSTOMER): 29056 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/02d1e1da-3f24-4e24-a26f-4a122617f5a8_20250331T16:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] calling from Cool S Mot Dental. How are you?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] I'm doing pretty good. I'm, I'm calling to see if Orthos a cover benefits for my patient.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be 02594532.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[AGENT][NEUTRAL] What what's the patient's name?
[CUSTOMER][NEUTRAL] We're looking at um [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you are wanting to know if the benefits?
[CUSTOMER][NEUTRAL] Or social cover benefit?
[AGENT][NEUTRAL] OK. I can give you that information. This policy does not cover orthodontics.
[CUSTOMER][NEGATIVE] That's not OK, and is there a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it you have a great week.
[AGENT][POSITIVE] Thank you, [PII] for calling APL you as well.