AccountId: 011433970860
ContactId: b94d7104-a3d2-42ea-b3cd-6d34d43a4c40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106419 ms
Total Talk Time (AGENT): 30313 ms
Total Talk Time (CUSTOMER): 31469 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b94d7104-a3d2-42ea-b3cd-6d34d43a4c40_20250513T13:30_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], this is [PII] with White Brown Smiles. I was giving you a call in regards to orthodontic benefits for a patient in the chair, and I was hoping you could assist me with that.
[AGENT][NEUTRAL] OK, uh, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy ID for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 02612784.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is Ms. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] And just ortho benefits, is that all you needed?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] Um, not a guarantee of payment, just a basic outline of the policy, uh, better effective, [PII], she's active, and I don't show any ortho benefits on this policy.
[CUSTOMER][POSITIVE] Perfect thank you so much for all your help today, Ms. [PII].
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.