AccountId: 011433970860
ContactId: 654deec9-c068-4a09-aef0-5294eaa19218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192229 ms
Total Talk Time (AGENT): 56061 ms
Total Talk Time (CUSTOMER): 47243 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/654deec9-c068-4a09-aef0-5294eaa19218_20250609T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at the Ranch Orthodontics, and I need to see if this policy has orthodontic benefits, please.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] OK, I can help you with looking at those benefits, and I'm sorry, I missed your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, OK. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] 015372
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Page [PII].
[AGENT][NEUTRAL] I think I may have typed a number wrong. got a totally different set there. OK, what is that number again for the policy?
[CUSTOMER][NEUTRAL] I have 015372.
[CUSTOMER][NEUTRAL] I have a social, that's better.
[AGENT][NEUTRAL] Yeah, let's try that. I'm not pulling up that information under that.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well, that's just spinning and spinning. Let's try, um, what about first and last name?
[CUSTOMER][NEUTRAL] The patient or the subscriber?
[AGENT][NEUTRAL] Uh, let's go with the subscriber.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then you said [PII] was the patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, policy number I have is 12553772.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me get that pulled up.
[AGENT][NEUTRAL] And ortho benefits, that was correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. Let me see if they have any ortho.
[AGENT][NEGATIVE] Uh, they do not have any ortho coverage.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.