AccountId: 011433970860
ContactId: 15c443eb-c078-4fe0-8f07-bc941ada4134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83980 ms
Total Talk Time (AGENT): 40910 ms
Total Talk Time (CUSTOMER): 42221 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/15c443eb-c078-4fe0-8f07-bc941ada4134_20250609T20:01_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 [PII], my name is [PII]. I'm trying to see if a patient has orthodontic coverage with you guys.
[AGENT][NEUTRAL] Hey [PII], so you're wanting to verify if a member's policy has ortho benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that, [PII]. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] I have A for Alpha, F for Frank, L for Larry, M for Mary, F for Frank, E for Edward, A for apple 684401-432.
[AGENT][NEUTRAL] OK, now, [PII], thank you, but I don't know what that number is. That is not an American public life policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty. I didn't think so, but I figured I would try. Uh, thank you so much.
[AGENT][POSITIVE] Yeah. No, I understand. Yes, ma'am. Well, you're very welcome. So is there anything else that I could help you with?
[CUSTOMER][POSITIVE] I don't believe so, thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APL. I hope you have a very nice evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.