AccountId: 011433970860
ContactId: ab622a21-48c4-466a-a361-b2a997a94ffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136460 ms
Total Talk Time (AGENT): 60854 ms
Total Talk Time (CUSTOMER): 46928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ab622a21-48c4-466a-a361-b2a997a94ffa_20250313T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII] how are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good look I was calling. I need to get orthodontic benefits for a patient of mine, please.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. What is the policy number we have?
[CUSTOMER][NEUTRAL] The policy number I have is 02557643.
[AGENT][NEUTRAL] OK, let me pull this up. If you don't mind, can I grab your first name and a call back number?
[CUSTOMER][NEUTRAL] It's [PII] and then my callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII], one moment.
[AGENT][NEUTRAL] Policy number just to confirm was 02557643.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][POSITIVE] It's beautiful, beautiful spelled [PII] is her last name and then her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So the patient is active. I don't know if you need that. The effective.
[CUSTOMER][NEUTRAL] Yes, can I get the effective date, please?
[AGENT][NEUTRAL] Yeah, that's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And patient plan looks like covers preventative and basic only. There's no orthodontic uh coverage on this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I get a reference number for this, please?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], that's spelled [PII] Last initial [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][POSITIVE] OK awesome thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye.