AccountId: 011433970860
ContactId: 0715543d-d9ee-435d-9308-fd94d41e1866
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68260 ms
Total Talk Time (AGENT): 26470 ms
Total Talk Time (CUSTOMER): 31358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0715543d-d9ee-435d-9308-fd94d41e1866_20250220T15:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to verify orthodontic benefits, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, I have 01997256.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is for [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and as you show with this policy, ortho would not be covered.
[CUSTOMER][POSITIVE] OK, all right, well that's all I needed to find out thank you so much.
[AGENT][POSITIVE] Thank you for calling ACL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.