AccountId: 011433970860
ContactId: db01085d-ae99-47bb-a6e1-34460312ca82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78410 ms
Total Talk Time (AGENT): 43569 ms
Total Talk Time (CUSTOMER): 26810 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/db01085d-ae99-47bb-a6e1-34460312ca82_20250121T13:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Davis Orthodontics, and I just need to see if a patient has any orthodontic coverage.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go on give me a good policy number.
[CUSTOMER][NEUTRAL] Yeah it is 02572570.
[AGENT][POSITIVE] Alright [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] Alrighty [PII] thank you so much for all that information. Now, what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][NEUTRAL] Alright, thank you so much for all that information. [PII], looks like [PII] is a dependent on this plan, but this is a medical supplemental plan only. They do not have a dental plan here at APL at all.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Perfect. Alright, that's all I needed then thank you so much for your help.
[AGENT][POSITIVE] OK. Yes, ma'am, and is that all I can help answer for you today?
[CUSTOMER][POSITIVE] Yes, that is it thank you so much.
[AGENT][POSITIVE] All right. Yes, ma'am. Thanks for calling APL OK and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.