AccountId: 011433970860
ContactId: 92b615a7-6da3-4a65-b7e9-2729d5d5903f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130619 ms
Total Talk Time (AGENT): 63297 ms
Total Talk Time (CUSTOMER): 63619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/92b615a7-6da3-4a65-b7e9-2729d5d5903f_20250303T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah I can hear.
[CUSTOMER][NEUTRAL] Hey I was calling to get a benefit detail on a mutual patient.
[AGENT][POSITIVE] Sure, I can take benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 94327.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Um, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that back. Uh, so this policy is active. Effective date was [PII], and if you'd like, uh, I can send you a fax back that shows all of the covered procedures and the benefit information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh perfect, that would be great.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly, and that was [PII].
[CUSTOMER][POSITIVE] Yep perfect.
[AGENT][NEUTRAL] OK, I will get that sent to you. Did you have uh any questions uh for me over the phone?
[CUSTOMER][NEUTRAL] Um, I didn't. I was just looking for that fax back. Do you have the information pulled up? Are you allowed to just like tell me one thing, I guess?
[AGENT][NEUTRAL] Oh sure.
[AGENT][POSITIVE] Of course, yeah, definitely.
[CUSTOMER][NEUTRAL] Um, I was seeing, um, I was seeing if she had any adult coverage for orthodontics.
[AGENT][NEUTRAL] This policy does not have any orthodontic treatment covered.
[CUSTOMER][POSITIVE] [PII]. OK, OK, awesome. Thank you for that. That's all that I needed.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Of course. Alrighty, you should be getting this fax back here in about 10-15 minutes. Alrighty, well, I hope you have a great rest of your day. Thanks for giving us a call.
[CUSTOMER][POSITIVE] Awesome, thank you.
[CUSTOMER][NEUTRAL] You as well. Bye.
[AGENT][POSITIVE] Thank you bye bye.