AccountId: 011433970860
ContactId: bb0c5a42-5423-40e5-8cd6-931aaf5d7195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129000 ms
Total Talk Time (AGENT): 57161 ms
Total Talk Time (CUSTOMER): 43365 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/bb0c5a42-5423-40e5-8cd6-931aaf5d7195_20250129T16:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental office and I'm trying to find out if a patient has active dental coverage.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check coverage. What's the policy number?
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that?
[AGENT][NEUTRAL] Yeah, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have 238-537-0.
[AGENT][NEUTRAL] All right, let me pull that up here one moment.
[AGENT][NEUTRAL] Thank you, [PII]. And then if I can get the patient's name and date of birth?
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that? I, I didn't get it. I apologize.
[AGENT][NEUTRAL] No, that's all right. Can I just get patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's uh last name is [PII], first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date is [PII], and if you need it, we can also send a fax back with the benefits.
[CUSTOMER][NEUTRAL] Yes, please. And now, can you answer me one question? Does this patient have orthodontic coverage?
[AGENT][NEUTRAL] Uh, let me pull this up and see here. Give me one second.
[AGENT][NEUTRAL] ta da. Orthodontic treatments not covered under the patient's plan.
[CUSTOMER][POSITIVE] Got you. OK, yeah, if you don't mind sending that over, I appreciate it. Um, do you, we need the fax number?
[AGENT][POSITIVE] Yeah, absolutely, go ahead.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, just to confirm, I had [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright honey, I'm sending that over should be there in about 5 minutes. Anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am, that should be it.
[AGENT][POSITIVE] Alright thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][NEUTRAL] Bye bye.