AccountId: 011433970860
ContactId: 80f2d395-9b10-43b0-a277-1bdaeb9a01e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107099 ms
Total Talk Time (AGENT): 41649 ms
Total Talk Time (CUSTOMER): 48586 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/80f2d395-9b10-43b0-a277-1bdaeb9a01e3_20250219T17:56_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have an insured on the line who is wanting to know um what does her dental policy covers.
[AGENT][NEUTRAL] OK, do you have a callback number for her?
[CUSTOMER][NEUTRAL] Uh, yes, that will be the one she's calling back from, that [PII] number.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm. Yes, her policy number is 2559901.
[AGENT][NEUTRAL] OK, and you verified everything already?
[CUSTOMER][NEUTRAL] Mhm. Yes, I have her verified. I will go um ahead and also issue her policy certificate to be sent to her mailing address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was just calling to um
[CUSTOMER][NEUTRAL] Get an idea of what's included in my benefits.
[AGENT][NEUTRAL] OK, I can help you with that. You just want to know what's covered under this policy?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, specifically orthodontic procedures.
[AGENT][NEGATIVE] Uh, now, this policy doesn't cover any type of major work. It doesn't cover ortho, it doesn't cover, um, crowns, bridges, partials, dentures, any endodontics, periodontics, oral surgery. It only covers, uh, preventative and basic services like fillings and simple extraction.
[CUSTOMER][POSITIVE] OK, that's fine. That's all I needed to know. Thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APO. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.