AccountId: 011433970860
ContactId: c738f4b2-0d62-4c0c-91f3-f954f1f80724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91220 ms
Total Talk Time (AGENT): 38271 ms
Total Talk Time (CUSTOMER): 42290 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c738f4b2-0d62-4c0c-91f3-f954f1f80724_20250515T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I'm calling from Leman Orthodontics. We have a patient that we are trying to verify if she has any orthodontic coverage on her insurance, um, and so that's what I was just going to check today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, absolutely. What is the patient policy number?
[CUSTOMER][NEUTRAL] That is 02455925.
[AGENT][NEUTRAL] OK, let me pull this up here one moment.
[AGENT][NEUTRAL] And then if I could get the insured's name and date of birth.
[CUSTOMER][NEUTRAL] OK, her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Right, so the patient is active. Uh, patient's plan has basic and preventative coverage. There's no ortho coverage on it, so it's a pretty basic plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what she thought, but we were just checking just to make sure she didn't think she had any coverage, but I told her I would call and check just to make sure.
[AGENT][NEUTRAL] Yeah, nope.
[AGENT][POSITIVE] Yeah, no worries. Anything else?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.