AccountId: 011433970860
ContactId: e345c9fe-11ce-4017-96f4-19c9c2072cfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128699 ms
Total Talk Time (AGENT): 38820 ms
Total Talk Time (CUSTOMER): 55351 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e345c9fe-11ce-4017-96f4-19c9c2072cfe_20250610T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to know if my insurance covered APL, I mean, if it covered um orthodontist.
[AGENT][NEUTRAL] OK, um, verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] Um, [PII], but I'm insured under my dad, which is Mr. [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Oh, my policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Is it is it a group number?
[AGENT][NEUTRAL] No, on the card it may say policy certificate number, start with 01 or 02.
[CUSTOMER][NEUTRAL] Oh, I have the in-hospital certificate number or outpatient, which one would that be?
[AGENT][NEUTRAL] Either one is fine.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] It's 017.
[CUSTOMER][NEUTRAL] 085.
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] ML 7
[AGENT][POSITIVE] OK, thank you. And give me one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And verify your date of birth.
[CUSTOMER][NEUTRAL] It is mine or the one that's my dad's. OK. Uh [PII].
[AGENT][NEUTRAL] Yours.
[AGENT][NEUTRAL] OK, thank you. Well, this policy that y'all have is a medical, secondary medical policy, and it does not cover any dental.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, there's a medical secondary thing I'll cover dental.
[AGENT][NEUTRAL] Which is medical online.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a good day you too bye bye.
[AGENT][NEUTRAL] Bye.