AccountId: 011433970860
ContactId: 5b733014-f7e5-4adb-a937-8f7cb1cd4930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87519 ms
Total Talk Time (AGENT): 25758 ms
Total Talk Time (CUSTOMER): 32393 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5b733014-f7e5-4adb-a937-8f7cb1cd4930_20250522T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I'm calling from um Southeastern Oral Surgery and dental implant.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm trying to see if a patient has coverage under a medical plan for removal of impacted wisdom teeth.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] 02504688
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And you said you're checking under a medical plan?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like the policy number you gave me is for dental, but they do have a hospital indemnity plan and that would not cover it.
[CUSTOMER][NEUTRAL] OK, that's what I needed. Can I get a reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much you have a good evening.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.