AccountId: 011433970860
ContactId: d335abfb-1693-467e-8489-f3753fac4694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92050 ms
Total Talk Time (AGENT): 37771 ms
Total Talk Time (CUSTOMER): 38000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d335abfb-1693-467e-8489-f3753fac4694_20250408T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm looking to see uh if this uh planned patient has um orthodontic coverage.
[AGENT][NEUTRAL] OK. Spell your first name for me?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. What's a good phone number and a good policy number?
[CUSTOMER][NEUTRAL] Yep, so the phone number is a direct line [PII].
[CUSTOMER][NEUTRAL] And the policy number is 025816007.
[AGENT][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. And you're just wanting to verify if orthodontics, uh, is treatment is covered under the policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and then if so what it looks like.
[AGENT][NEUTRAL] So this is a medical policy. She doesn't have a dental policy with APL.
[CUSTOMER][POSITIVE] Awesome and what was your name?
[AGENT][NEUTRAL] You'll use my name in today's date as reference and it is [PII]. Any other questions?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] No thank you so much for your help I really appreciate it and I hope you have a great rest of your day.
[AGENT][POSITIVE] Oh, you're welcome. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You as well thank you.