AccountId: 011433970860
ContactId: 198188bb-748b-4c4c-a314-857be248b72b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218389 ms
Total Talk Time (AGENT): 90251 ms
Total Talk Time (CUSTOMER): 77572 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/198188bb-748b-4c4c-a314-857be248b72b_20250206T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and did you say your name was [PII]? It cut out. I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, I appreciate that, [PII]. I was needing to get orthodontic benefits for a patient if the patient has any.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so this is for a dental policy, [PII] that you're needing benefit information on?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And to see if orthodontics is covered. Yes, ma'am, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Policy number is 02521268.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments I to get all of the information pulled up on this number.
[AGENT][POSITIVE] And I can and I can help you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], which is spelled [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So, uh, he is the subscriber on this dental policy, [PII]. However, there is no benefits for Ortho. Ortho is not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So there's like no ortho on the policy at all or like it's for dependents?
[AGENT][NEUTRAL] Orthodontic treatment is not covered.
[AGENT][NEUTRAL] Under this policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, well, since the patient don't have any orthodontic benefits, could I get a reference number?
[AGENT][NEUTRAL] Yes, ma'am, you may, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] Do you spell your name with an [PII] or a Y?
[AGENT][POSITIVE] With an I and thank you for asking.
[CUSTOMER][NEUTRAL] Yes ma'am, it's kind of hard when you have one of those things that you can either use Y or I or I or.
[AGENT][NEUTRAL] Yes. In this day and time, people spell names all types of different ways. So, do you spell yours with a Y or an I or an I E?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, so I used to.
[AGENT][NEUTRAL] I see it all way.
[CUSTOMER][NEUTRAL] So I used to do it with a Y and then I used to do it with just an I and then now I do it as IE.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I, OK. All right. Well, thank you very much. So is there anything else, [PII], that I could help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was the only.
[CUSTOMER][POSITIVE] Information I needed. I do appreciate you.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL. I hope that you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.