AccountId: 011433970860
ContactId: e2ddb7a4-2431-468d-93c7-9675551e60d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53819 ms
Total Talk Time (AGENT): 15531 ms
Total Talk Time (CUSTOMER): 33077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e2ddb7a4-2431-468d-93c7-9675551e60d2_20250515T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I called a while ago. This is [PII] from Cots Creek Family Dentistry gotten a fax from you guys on a [PII]. Um, is there not coverage, any coverage on major services?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, correct. There's no coverage for major perioendo.
[AGENT][NEUTRAL] So all the codes there are gonna be what's covered. It's a pretty limited dental plan, so.
[CUSTOMER][NEUTRAL] OK, no, no, no period, no oral?
[AGENT][NEUTRAL] I believe there's 7140 on there.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][POSITIVE] 7111 yeah 7140. OK, yep, there it is alrighty OK thank you bye bye.
[AGENT][POSITIVE] Thank you for calling APL bye bye.