AccountId: 011433970860
ContactId: 61e85fb4-22ea-4fcb-a084-248fcc1959bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100550 ms
Total Talk Time (AGENT): 41417 ms
Total Talk Time (CUSTOMER): 35660 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/61e85fb4-22ea-4fcb-a084-248fcc1959bf_20250523T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling here from Western Dental, and I need to see if a patient had orthodontic coverage on her plan.
[AGENT][NEUTRAL] OK, you're just needing to verify if there are benefits for Ortho, is that correct?
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It is going to be 024869999.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and her date of birth is going to be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, on this policy, no, ma'am, there are no benefits for orthodontics.
[CUSTOMER][NEGATIVE] No ortho coverage.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much. I just wanted to double check. I do appreciate it have a good one.
[AGENT][NEUTRAL] OK. Well, yeah.
[AGENT][POSITIVE] Absolutely. You too, [PII]. That's all I can help you with. Thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.