AccountId: 011433970860
ContactId: 808a5deb-f755-4f77-8959-9e623f642cab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174179 ms
Total Talk Time (AGENT): 69976 ms
Total Talk Time (CUSTOMER): 53492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/808a5deb-f755-4f77-8959-9e623f642cab_20250521T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm needing to check on orthodontic coverage for a patient that we have in office.
[AGENT][POSITIVE] OK, sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII]. And what was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], that's initial [PII].
[AGENT][NEUTRAL] And may I have um the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Go orthodontics.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It looks like let's see here.
[CUSTOMER][NEUTRAL] It is 02613989.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Can you verify that um date of birth one more time, that's not matching my system.
[CUSTOMER][NEUTRAL] Yes, she put um [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] No, that's not matching our system at all.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have her group number, her ID number.
[AGENT][NEUTRAL] Do you happen to have the last 4 of her social?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, so that is OK. That is matching. The date of birth is not matching, so they'll have to call in to change that or with the employers to change it. All right. Um, let's see. So this particular policy doesn't have any benefits for orthodontics.
[AGENT][NEUTRAL] This is a basic dental.
[CUSTOMER][POSITIVE] OK perfect thank you so much and can I get a reference number for this call?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.