AccountId: 011433970860
ContactId: 11b5781b-0bdd-45a3-8c4f-4c0c98322536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321260 ms
Total Talk Time (AGENT): 94715 ms
Total Talk Time (CUSTOMER): 59533 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/11b5781b-0bdd-45a3-8c4f-4c0c98322536_20250514T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Aspen Dental. Um, we have a patient coming in on today, um, for an appointment, um, but we currently have a temporary doctor, so I was just calling to see if he has out of network benefits on his plan, and then if he does, like, what's the difference between in and out of network coverage.
[AGENT][NEUTRAL] OK [PII], I can help you with the benefits for the patient. Miss [PII], what is your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII] and then the policy number is 02415585.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] This is just to verify benefits. It's not a guarantee of payment. He does have um an active policy. The effective date is [PII], and they can use any provider they want to use. Um, we don't have an in or out of network. We do, um, work with Carrington, but they do not have to use a Carrington provider.
[AGENT][NEUTRAL] Um, it would not be considered out of network because we use the UCR usual customary fee schedule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, mm, so is this like a discount plan kinda?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me your fax number I can send you a.
[CUSTOMER][NEUTRAL] Can I get the PO box claims address?
[AGENT][NEUTRAL] Yes ma'am, and the pit box.
[CUSTOMER][POSITIVE] Oh yeah, you can send it back. That's fine. I'm sorry.
[AGENT][NEUTRAL] Yes ma'am, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that um back back ready for you and I will be right back, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Miss. [PII]. I have that fax on its way to you now.
[AGENT][POSITIVE] And they'll have the benefit breakdown and schedule for you. You're welcome. Is there anything else I can help you with before we go? You're very welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you so
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling ABO.
[CUSTOMER][NEUTRAL] All right.