AccountId: 011433970860
ContactId: 44fa6c9c-af2a-4742-aa2a-6e90269958f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108980 ms
Total Talk Time (AGENT): 51841 ms
Total Talk Time (CUSTOMER): 41200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/44fa6c9c-af2a-4742-aa2a-6e90269958f1_20250109T16:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL.
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a provider's office and I am needing to get um an orthodontic breakdown.
[AGENT][NEUTRAL] OK, uh, I can send you a fax back.
[CUSTOMER][NEUTRAL] OK, and will, will it have all the information in regards to um codes that are covered, um, work in progress, claim filing deadline waiting period, all of those things.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, um, so there's, uh, it will have all of the limitations and all covered procedures, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, [PII] really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02284276.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, it's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK perfect so this policy is active. Effective date was [PII] and uh what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and when I just put this to your attention?
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] OK, alright, I will get that sent to you. You should get it here maybe 10-15 minutes depending on how busy your machine is. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh no ma'am, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.