AccountId: 011433970860
ContactId: ecf66466-087b-435e-bb27-5c92f6fe90de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128389 ms
Total Talk Time (AGENT): 51720 ms
Total Talk Time (CUSTOMER): 50368 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ecf66466-087b-435e-bb27-5c92f6fe90de_20250509T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, what's the insurance name please again? The carrier name?
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK, um, alrighty, I'd like to check, uh, patient or benefits, please.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, may I please get your name, your callback number, and the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[CUSTOMER][POSITIVE] Facility name is Great Expressions Dental Center.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number 02584928.
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] I do show that RSLA does have an active policy with us. The effective date is [PII], and this policy does not have orthodontic benefits on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, does not have the benefits on it. OK, um, may I have the reference number for this call, please?
[AGENT][NEUTRAL] Yes, Ms. [PII], it is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK sounds good thank you very much appreciate it.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with today before we go?
[CUSTOMER][POSITIVE] Yeah all good thank you.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.