AccountId: 011433970860
ContactId: 03cfd8bb-5442-46dd-bf9c-fad1765f70d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144759 ms
Total Talk Time (AGENT): 40019 ms
Total Talk Time (CUSTOMER): 31399 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/03cfd8bb-5442-46dd-bf9c-fad1765f70d1_20250529T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was trying to um
[CUSTOMER][NEUTRAL] Get confirmation of coverage for dental.
[AGENT][POSITIVE] OK, I'm happy to check on that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, just give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 025.
[CUSTOMER][NEUTRAL] 797
[CUSTOMER][NEUTRAL] 68
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] And are you calling from a provider's office, [PII]?
[AGENT][NEUTRAL] Are you the insured? Is it your policy?
[CUSTOMER][NEUTRAL] Oh no, this is what.
[CUSTOMER][NEUTRAL] Yes, my policy.
[AGENT][NEUTRAL] OK. Uh, let me just verify, please, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. All right. So I am showing [PII] that your policy is active, so you can use it. It's been effective since uh February of this year.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Do, do I have orthodontic coverage?
[AGENT][NEUTRAL] Uh, let me see. Let me pull your plan here, one moment.
[AGENT][NEUTRAL] Um, it looks like orthodontics are not covered on your plan.
[CUSTOMER][POSITIVE] OK. Thank you. That's all I needed to know.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Uh-huh. Have a good day.