AccountId: 011433970860
ContactId: 767e2f65-4a55-458a-9c12-1f7da392e1dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139289 ms
Total Talk Time (AGENT): 49197 ms
Total Talk Time (CUSTOMER): 45732 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/767e2f65-4a55-458a-9c12-1f7da392e1dd_20250210T20:34_UTC.wav
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[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was trying to see if uh um services covered under a patient's dental policy.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] calling from Baton Rouge Oral and Facial Surgery.
[AGENT][POSITIVE] And you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, 606-632.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if a certain procedure was covered?
[CUSTOMER][NEUTRAL] Yes ma'am, I, I believe it's not, but I just gotta double check.
[AGENT][NEUTRAL] OK. I can help you with that. What's the procedure code?
[CUSTOMER][NEUTRAL] Um, it is uh D 6100.
[AGENT][NEUTRAL] 6100. Is that an implant or?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, removal of implants.
[AGENT][NEUTRAL] Hold on just a moment, I'll look for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] No, ma'am, it is not covered.
[CUSTOMER][NEUTRAL] OK, just wanted to make sure, um, and do you do reference numbers?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, just your name again, I'm, uh, sorry.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] Thank you for calling APL Carry. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.