AccountId: 011433970860
ContactId: 247867da-f1b2-4607-95c7-6c47ff0cd44f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114250 ms
Total Talk Time (AGENT): 50399 ms
Total Talk Time (CUSTOMER): 32140 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/247867da-f1b2-4607-95c7-6c47ff0cd44f_20250115T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII] from the provider's office. I'm checking patients dental orthodontic benefit.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have. Uh 02515604.
[AGENT][NEUTRAL] All right, thank you, [PII]. One moment, let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And then if I could please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and the date of birth was [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient plan is active. The effective date if you need that is [PII].
[AGENT][NEUTRAL] Uh, let me just pull this patient's plan. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so under this patient's dental plan, orthodontic treatment is not covered.
[CUSTOMER][NEUTRAL] Uh, zontic treatment is, uh, is it not covered at all or is it not covered due to age limit or something?
[AGENT][NEGATIVE] Not covered at all.
[CUSTOMER][NEUTRAL] OK, no problem then. Uh, could you spell out your name?
[AGENT][NEUTRAL] My name is spelled [PII]
[CUSTOMER][NEUTRAL] And the reference number for this call?
[AGENT][NEUTRAL] Is my name with my last initial and then today's date my name again is [PII] last initial is [PII].
[CUSTOMER][POSITIVE] And, uh, OK, thank you so much, uh, thank you so much for your help. Hope you have a great day.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.