AccountId: 011433970860
ContactId: 2b07926e-b667-4315-9c9e-07bdedbeeae4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127180 ms
Total Talk Time (AGENT): 62470 ms
Total Talk Time (CUSTOMER): 50400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2b07926e-b667-4315-9c9e-07bdedbeeae4_20250416T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I work at Orthodontic Associates of Iowa with Doctor [PII], and I was wanting to check a patients, um, insurance plan and see if if there's any orthodontic coverage benefit.
[AGENT][NEUTRAL] OK, I can see if uh they have an orthodontic benefit at all. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01.
[CUSTOMER][NEUTRAL] 8,488,880.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that [PII]. uh, so of course this policy is active.
[CUSTOMER][NEUTRAL] He is not just so you know he's he's not the patient that we're treating it's a dependent.
[AGENT][NEUTRAL] Oh, OK, uh sure, which dependent?
[CUSTOMER][NEUTRAL] [PII] 523-13.
[AGENT][NEUTRAL] OK, yeah, he's covered under this policy. Alright, um, so of course this policy is active, uh, effective date was [PII]. So this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after his primary medical pays, and this policy does not offer any sort of dental coverage at all or orthodontic, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And so let's see, and that he does not have any other policies with us. We do have dental policies, but does not look like he has any of those.
[CUSTOMER][POSITIVE] OK, all right, I will make note of that thank you so much.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.