AccountId: 011433970860
ContactId: 6f263b4b-8131-4c36-a9cc-4e57cee5c79d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83680 ms
Total Talk Time (AGENT): 31471 ms
Total Talk Time (CUSTOMER): 21202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6f263b4b-8131-4c36-a9cc-4e57cee5c79d_20250602T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Georgetown Ortho. Just trying to see if the patient has any ortho benefits.
[AGENT][NEUTRAL] OK. Happy to check on benefits, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] I have 02229695.
[AGENT][NEUTRAL] Alright, thank you. Let me just pull that up here.
[AGENT][NEUTRAL] And then if I can get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is the daughter. That's [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. So patient is active. Uh, their effective date is [PII]. Orthodontic treatment is not a covered benefit on the member plan.
[CUSTOMER][NEUTRAL] OK, just wanted to make sure and your name?
[AGENT][NEUTRAL] Yeah, no problem. My name is [PII], that's [PII]
[CUSTOMER][POSITIVE] Thanks [PII] have a great day.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.