AccountId: 011433970860
ContactId: 1befe72f-70e0-4bfd-92a0-f420815ec16c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106989 ms
Total Talk Time (AGENT): 57567 ms
Total Talk Time (CUSTOMER): 43340 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=3.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1befe72f-70e0-4bfd-92a0-f420815ec16c_20250310T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling on behalf of an ortho orthodontic office wanting to see if a patient has ortho coverage.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] OK, policy number is gonna be 02545716. Patient name is last name [PII] First name [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now you said your patient's name is [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. And what was her date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty [PII], thank you for all that information. Looks like [PII] is the insured on this dental plan. They show her original effective date is [PII]. She is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want to know if Ortho was covered. Is that correct?
[CUSTOMER][POSITIVE] Correct, ma'am, yes.
[AGENT][NEGATIVE] No, ma'am, she does not have any type of or benefits here at all.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate your help.
[AGENT][POSITIVE] Yes, ma'am. That's that all I can help answer for you today, [PII].
[CUSTOMER][POSITIVE] That would be it, thank you.
[AGENT][POSITIVE] OK, well, thanks so much for calling AP and you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.