AccountId: 011433970860
ContactId: ae022c9c-7224-44df-81e2-b388ec0f6e2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252020 ms
Total Talk Time (AGENT): 99677 ms
Total Talk Time (CUSTOMER): 75828 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/ae022c9c-7224-44df-81e2-b388ec0f6e2a_20250418T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm just trying to go over a patient's orthodontic benefits please.
[AGENT][NEUTRAL] OK, I can help you with the orthodontic benefits. Um, can you please give me your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. Call back phone number is gonna be [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Simpson Orthodontics.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also, may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, um, it's gonna be for [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then ID number is 02126319.
[AGENT][NEUTRAL] OK, let me look up that number real quick.
[AGENT][NEUTRAL] OK. I do show that [PII] is active on this policy. Her effective date is [PII]. And let me pull up the policy facts back to see her benefits real quick.
[AGENT][NEUTRAL] OK, on this policy that the insured has for his family, orthodontic treatment is not covered.
[CUSTOMER][NEUTRAL] Not covered OK, and what is that, uh, group name and number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me get that for you real quick.
[AGENT][NEUTRAL] The group number is 20,390.
[AGENT][NEUTRAL] And it's Universal Trucking Boyd Brothers.
[CUSTOMER][NEUTRAL] OK, and for [PII] you said her effective date was [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK and then um does this run on a plan year or a calendar year?
[AGENT][NEUTRAL] Plan year um by the calendar year.
[CUSTOMER][NEUTRAL] OK, so January [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then I have subscriber as [PII]. Date of birth [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then what is your claims address there?
[AGENT][NEUTRAL] The claims address is APL Claims, and that is [PII] Box 248,950.
[AGENT][NEUTRAL] And that's Oklahoma City, Oklahoma.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, alright, um, that should answer everything that I needed to know today for Ms. [PII] since she is active, just no ortho benefits under her group. Um, would you have a reference number for our call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK great [PII] thank you so much for all of your help and I hope you have a great rest of your day.
[AGENT][POSITIVE] Well you too and thank you for calling APL you have a nice Easter.
[CUSTOMER][POSITIVE] You as well thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.