AccountId: 011433970860
ContactId: 07a0016d-25d2-442a-9c77-6d1ba6a880b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535200 ms
Total Talk Time (AGENT): 170282 ms
Total Talk Time (CUSTOMER): 138094 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/07a0016d-25d2-442a-9c77-6d1ba6a880b9_20250523T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Hi, I'm a provider calling in for uh eligibility. Um, I was supposed to be transferred to the 90 degree benefit, but it keeps sending me over to you guys.
[AGENT][NEUTRAL] Um, OK, I can see if I can look that up for you. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Aetna OK.
[CUSTOMER][NEUTRAL] Email it will whenever you get it to you.
[CUSTOMER][NEUTRAL] OK, uh first name [PII] callback number [PII] option two.
[CUSTOMER][NEUTRAL] All right, we will see you then, OK?
[AGENT][NEUTRAL] Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, policy number D as in David 47682608.
[AGENT][NEUTRAL] OK. Yeah, that is 90 degrees, but I should be able to check eligibility for you. It'll just be a little bit different. Um, so what is the patient's last name or social security number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, last name [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEGATIVE] Yeah you know like I'm in trouble. My mom's gonna be.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] First name [PII] last name [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][POSITIVE] Yeah we can that
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] I really, yeah.
[AGENT][NEUTRAL] Um, to make sure that I pulled up the right person, can I get you to verify their, you said his first name and last name is [PII]. What's his date of birth?
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][NEGATIVE] OK, that's not the right one.
[AGENT][NEUTRAL] Didn't think that name would be that common.
[CUSTOMER][NEUTRAL] I wouldn't either
[AGENT][NEUTRAL] OK, let's try my social security number, please.
[CUSTOMER][NEUTRAL] Um, I don't have his social. I just have his insurance card. Um, only thing on here is member employee ID or group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] Group number 9476.
[AGENT][NEUTRAL] Yeah, he's not pulling up on that.
[AGENT][NEUTRAL] Let me see what else we can do.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Because because the back of the card just says 90 degree benefit.
[AGENT][NEUTRAL] Yeah, it is 90 degrees, so when you called, what option did you click did you push?
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] The dental?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, is this the dental office?
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to see if he has dental because I think this is a medical, but he stated he might have dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I'll have to look him up because the one that I pulled up isn't right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you calling from?
[CUSTOMER][NEUTRAL] A show I'll.
[AGENT][NEUTRAL] What state are you calling from?
[CUSTOMER][NEUTRAL] Aspen Dental.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh, [PII].
[AGENT][NEUTRAL] [PII], OK, yeah, I'm not seeing that.
[CUSTOMER][NEUTRAL] your
[AGENT][NEUTRAL] Yeah, I'm not showing him on here. Um, for dental, you should be having to
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Sorry, my internet just.
[AGENT][NEGATIVE] Kicked me out of things.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] To fill out your new patient forms. It shows a little bit of medical information, your consent, bring it up one time.
[AGENT][NEUTRAL] No, because I'm not showing him in here, um.
[AGENT][NEUTRAL] Let me see if it's this one.
[AGENT][NEUTRAL] Yeah, typically when you call this number, you should, I believe you click option one.
[AGENT][NEUTRAL] Um, because they are 90 degrees.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm gonna try and look him up still.
[AGENT][NEUTRAL] To see if we even have him in the system for dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not seeing anyone out of that state, but I'm gonna double check just to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because, um, let me see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And verify his birthday one more time for me.
[CUSTOMER][NEUTRAL] I'm sorry, you said his birthday?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] June
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, um, everyone I'm pulling up does not have that, um.
[AGENT][NEUTRAL] So you'll only go to um 90 degree. I don't believe theirs is dental.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] it
[AGENT][NEUTRAL] Because that's not, I don't, that number didn't sound like a dental plan to me. Um, but since I'm not finding him in the system, I don't think he has dental through us because all the, the ones that I'm looking at don't have that date of birth or live in that state. So I would contact.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $2.40
[AGENT][NEUTRAL] Him and see if he has
[AGENT][NEUTRAL] The policy through us and then the only other way I could look it up for him is through the social um but I'm not seeing him in our in our system.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] OK, no worries, I will go ahead and let him know then. I just thought I'd try.
[AGENT][NEUTRAL] OK, yeah, and 90 degrees is difficult because they'll transfer to us a lot of times and.
[AGENT][NEUTRAL] They probably don't need to, but that didn't sound like a dental policy number to me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, OK, no worries, thank you so much for your help I appreciate that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh you're welcome any time. Thank you for calling APL.
[CUSTOMER][POSITIVE] OK, here you go, hon, and we'll get you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right, OK.