AccountId: 011433970860
ContactId: da793af7-1458-421a-8259-c3c7cf57e791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159990 ms
Total Talk Time (AGENT): 42042 ms
Total Talk Time (CUSTOMER): 54611 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/da793af7-1458-421a-8259-c3c7cf57e791_20250211T18:47_UTC.wav
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[AGENT][NEUTRAL] Calling APM. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to find out if my, um, if I'm covered for braces.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] OK, I'll be happy to assist with your benefits.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, I'm sorry I thought you said hold on.
[CUSTOMER][NEUTRAL] 00, no, I didn't answer.
[AGENT][NEUTRAL] Oh, OK, may I have your first and last name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 07994.
[AGENT][NEUTRAL] OK, and if you can verify for me your date of email address.
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Yes, an email address. Yes.
[CUSTOMER][NEUTRAL] Hello? Oh.
[CUSTOMER][NEUTRAL] [PII] emailte [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] OK, now I do show with your particular policy and please be advised that the verification of coverage is not a guarantee of payment. Um, major services are not covered and orthodontic services are not covered.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] And what's the purpose of the insurance?
[CUSTOMER][NEUTRAL] So what is covered? Just cleaning?
[AGENT][NEUTRAL] Uh, just, um, preventative and basic services are covered under the policy.
[CUSTOMER][NEUTRAL] So braces is not is not considered preventive?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I have not ever met an insurance company that does not cover anything.
[CUSTOMER][NEGATIVE] Yeah I don't have that don't cover anything that I need and I'm paying insurance.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.