AccountId: 011433970860
ContactId: 436bb883-3c47-45a4-9452-4d6d4afa5337
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164830 ms
Total Talk Time (AGENT): 82480 ms
Total Talk Time (CUSTOMER): 91879 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/436bb883-3c47-45a4-9452-4d6d4afa5337_20250109T21:18_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm not even sure if I have the right number, my dear, but I'm gonna tell you what's going on. We have a patient, we have a patient that's in orthodontic treatment with us, and her mom wanted me to call and check and see if she is covered for orthodontics. So I am trying to dig up information from her when she started and this is what I come up with, so hopefully you can help me.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So you have a patient that you're wanting to see if they have orthodontic benefits on their policy?
[CUSTOMER][NEUTRAL] Yes, ma'am, please. Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you, sure, I can help you with that. And who am I speaking with?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Thank you. My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I believe this is an old one she didn't know she just gave me your social but it looks like when we checked it back in April it was [PII].
[AGENT][NEUTRAL] OK, one moment. All right, one moment please, let me pull that up.
[CUSTOMER][NEUTRAL] If that tells you anything, OK, thanks.
[CUSTOMER][NEGATIVE] She didn't even know who the policy with or anything, so this is a stab in the dark here.
[AGENT][NEUTRAL] OK. All right. So first off, any information that I provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is the patient's, um, what is the subscriber's name first off and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The subscriber, sure, her name is [PII] and it's either gonna be under [PII] or [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK. And what is the child's name that you're calling about?
[CUSTOMER][NEUTRAL] The child is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] [PII]'s, OK. And you said your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Now, on this policy, the number that you gave me, this policy was active from [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To its term date of [PII]. The child was not covered under that policy, and there is no other coverage with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you. OK, that is what I need to know. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK. Well, you, absolutely. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, that'll do it thanks a lot I appreciate it.
[AGENT][POSITIVE] All right. Well, you're welcome and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Yes ma'am, thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.