AccountId: 011433970860
ContactId: 54784242-597f-4915-85da-403a0e12a336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136470 ms
Total Talk Time (AGENT): 76680 ms
Total Talk Time (CUSTOMER): 62401 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/54784242-597f-4915-85da-403a0e12a336_20250508T21:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm calling to verify orthodontic benefits for a patient please.
[AGENT][NEUTRAL] OK, I can check those orthodontic benefits. Uh, can I get it, oh, I'm so sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], almost like yours, except yours isn't used for in derogatory manners like mine is.
[AGENT][POSITIVE] All right, very close, yes.
[AGENT][NEUTRAL] Hey, come on, we all know not all [PII] are [PII].
[CUSTOMER][NEUTRAL] Yeah, just not fair though, you know, I've actually considered, I've considered changing my name because any time I type anything into Facebook that's controversial, they say, oh, you might have known as [PII].
[AGENT][NEUTRAL] It's like I still get cold cans sometimes. It is not, and that is, I understand.
[AGENT][NEUTRAL] Oh, I'm sure there's jokes. Yes.
[AGENT][NEUTRAL] I did see that the millennial version of [PII] is apparently now Kelsey, so maybe we'll back off of [PII]'s and [PII]'s gonna be the new target.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yeah, but you and I both know that Brand is there forever.
[AGENT][NEUTRAL] It's, it's a joke, it's a joke.
[CUSTOMER][NEUTRAL] You're, you're not fooling me.
[AGENT][POSITIVE] I'm trying to make you feel better.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, Miss [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then can I get that policy number, please?
[CUSTOMER][NEUTRAL] I have 262-302-0.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII] and I can send you a fax back that shows all of the coverage procedures and benefit information. Um, however, I will say that this policy absolutely does not cover orthodontic treatments.
[CUSTOMER][POSITIVE] Oh really, I was hoping it would. OK, thank you. Uh, there's no use in, in going any further. I appreciate your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I, I understand. All [PII]. Absolutely. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.