AccountId: 011433970860
ContactId: 74070ff5-a357-4c8d-b631-d841b92749f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121139 ms
Total Talk Time (AGENT): 48432 ms
Total Talk Time (CUSTOMER): 38802 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/74070ff5-a357-4c8d-b631-d841b92749f1_20250422T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to check some orthodontic benefits for um siblings, 2 patients on the same policy, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with orthodontic benefits. And may I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure can. It is um 02604339.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII] is the 1st 1, [PII].
[AGENT][NEUTRAL] OK. And what's the name and date of birth of the 2nd 1?
[CUSTOMER][NEUTRAL] Um, it is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you. All right. And you say you're looking for orthodontic benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] Put the benefits really quick.
[AGENT][NEUTRAL] OK, so this particular policy doesn't have any orthodontic treatment.
[AGENT][NEUTRAL] Coverage.
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.