AccountId: 011433970860
ContactId: 351d3668-a0d6-4717-93ab-8ec9a8758568
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187619 ms
Total Talk Time (AGENT): 68009 ms
Total Talk Time (CUSTOMER): 64488 ms
Interruptions: 2
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/351d3668-a0d6-4717-93ab-8ec9a8758568_20250512T14:56_UTC.wav
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[CUSTOMER][NEUTRAL] Forever ago now.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Sturg Orthodontics. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][POSITIVE] I am great thank you. I am calling to see.
[AGENT][POSITIVE] Good. Well, how can I help you?
[CUSTOMER][NEUTRAL] Yes, so I'm just calling to see if you could help verify any orthodontic benefits for a patient of ours.
[AGENT][NEUTRAL] OK, so you're just wanting to verify if the policy has ortho benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Uh, um, I have a social and I have [PII].
[AGENT][NEUTRAL] OK, thank you. And that is the primary policy holder's social, is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] OK, name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so this dental policy for her, [PII], it is active with an effective date of [PII], but this policy does not have any benefits for Ortho.
[CUSTOMER][POSITIVE] Perfect all right I appreciate your help so much.
[AGENT][POSITIVE] Well, you are certainly welcome. And um is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I don't think so. If I could just get a call reference number that should be perfect.
[AGENT][NEUTRAL] OK, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK wonderful I appreciate it and you hope hope you have a great day.
[AGENT][POSITIVE] Oh, I hope you have a great day too, [PII], and thank you again for calling APL if that is all I can help you with.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright, yes ma'am alright bye bye.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye