AccountId: 011433970860
ContactId: 7fa5d8be-8ede-4e93-a7b0-c11e59ee6661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125779 ms
Total Talk Time (AGENT): 58992 ms
Total Talk Time (CUSTOMER): 34890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7fa5d8be-8ede-4e93-a7b0-c11e59ee6661_20250326T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Cool Smile Dental. Um, I'm just calling to see if Orthos are covered benefits for my patient, please.
[AGENT][NEUTRAL] OK, I can uh check to see if orthodontics, you said at orthodontics, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh.
[AGENT][NEUTRAL] OK, and Ms. [PII]?
[AGENT][NEUTRAL] I apologize. What is your, um, callback number?
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02594532 and we're looking at [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] All right. I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, let me pull up her benefit, um.
[AGENT][NEUTRAL] Fax back and that'll tell me real quick if she has orthodontics.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Orthodontic treatment is not a covered um procedure.
[CUSTOMER][NEUTRAL] It's not covered. Alrighty, and can I get a reference number please?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you you have a great day.
[AGENT][POSITIVE] You're very welcome. Thank you for calling APL. You have a great day too.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] But by Miss [PII].