AccountId: 011433970860
ContactId: dbd83b24-aa2f-4df4-ab20-7d2733780eaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193289 ms
Total Talk Time (AGENT): 67058 ms
Total Talk Time (CUSTOMER): 81951 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/dbd83b24-aa2f-4df4-ab20-7d2733780eaf_20250502T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to see if I could get a breakdown of orthodontic benefits for this patient.
[AGENT][NEUTRAL] OK, I can help you with the benefits on a patient. Um, may I please get your name and your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII] and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Knowton Family Orthodontics.
[AGENT][NEUTRAL] Thank you. And may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes. Um.
[CUSTOMER][NEUTRAL] The patient is [PII]
[CUSTOMER][NEUTRAL] And birthday [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the ID number 02200872.
[CUSTOMER][NEUTRAL] And this the insert is Damon [PII]. OK, sorry.
[AGENT][NEUTRAL] OK let me.
[AGENT][NEUTRAL] No, you're fine, go ahead.
[CUSTOMER][NEUTRAL] Are you there? are you there, Miss [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Yes, ma'am, I can hear you.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK, OK, you were cutting it out. I didn't know if it was we were in a bad storm, so that's OK. I can hear you now.
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Yes ma'am. OK, um, I do show that Ms. [PII] does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And let me check out the ortho benefits for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just give me just a second while I pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, on this policy that they have orthodontic treatment is not covered.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] No or so coverage. OK, Ms. Try, that's what I needed. If I could just get our call reference number please.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK Miss [PII] perfect thank you so much you have a great Friday.
[AGENT][POSITIVE] You too, Miss [PII]. Thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.