AccountId: 011433970860
ContactId: 19076855-1bc2-41f5-9548-39e91047c87b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 966229 ms
Total Talk Time (AGENT): 53392 ms
Total Talk Time (CUSTOMER): 567263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/19076855-1bc2-41f5-9548-39e91047c87b_20250514T16:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need dental benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] As the.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] 206.
[CUSTOMER][NEUTRAL] 154898 for [PII].
[AGENT][NEUTRAL] Is this the social?
[CUSTOMER][NEUTRAL] No, it's what he provided. Oh sorry, hold on, maybe let me see.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see his social. His social is Summer. Do you have his social?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me, I have his name, date of birth his name, address, and date of birth. Can you look him up like that?
[AGENT][NEUTRAL] OK. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII] sorry, [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] And sorry, [PII]
[CUSTOMER][NEUTRAL] It in why [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last name, let me repeat it back to you just to make sure I got it correct. You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Hard work especially
[AGENT][NEUTRAL] Mm, I'm not pulling him.
[AGENT][NEUTRAL] With the name
[CUSTOMER][NEUTRAL] Can you do date of date of birth?
[AGENT][NEUTRAL] We cannot search by date of birth. Um, do you have any other information?
[CUSTOMER][NEUTRAL] So you can only look him up by his social?
[AGENT][NEUTRAL] By social, by name, by policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let me get his social real quick. Can I place you on a minute on a hold for one second?
[AGENT][NEUTRAL] Oh, sure. Go ahead. Mhm. Go ahead. Yes. Mhm.
[CUSTOMER][POSITIVE] Thank you for calling Aspen Dental. At Aspen Dental Practices, we want you to have a great experience. That's why we're all about saying yes to helping you get the care you need. We're committed to keeping our prices low, and you'll have peace of mind knowing our practice team will do everything possible to help you get to yes.
[CUSTOMER][POSITIVE] Denture patients smile easier at Aspen Dental practices. Not only do denture patients get their dentures in days thanks to our on-site denture lab, but with our exclusive denture money back guarantee, you have our word that we'll do everything we can to make your dentures fit properly and look great too. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] If you are in pain or have an emergency like a toothache or broken denture, we'll do our best to see you as quickly as possible. We provide all general dentistry services, including cleaning and whitening, extractions, fillings, and bridges and crowns, along with the complete line of custom crafted full and partial dentures. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] Aspen dental practices are judgment-free zones guaranteed. Our team will welcome you with open arms, get you totally comfortable, and do whatever it takes to provide you with great care. We look forward to seeing you.
[CUSTOMER][POSITIVE] Thank you for calling Aspen Dental. At Aspen Dental Practices, we want you to have a great experience. That's why we're all about saying yes to helping you get the care you need. We're committed to keeping our prices low, and you'll have peace of mind knowing our practice team will do everything possible to help you get to yes.
[CUSTOMER][POSITIVE] Denture patients smile easier at Aspen dental practices. Not only do denture patients get their dentures in days thanks to our on-site denture lab, but with our exclusive denture money back guarantee, you have our word that we'll do everything we can to make your dentures fit properly and look great too. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] If you are in pain or have an emergency like a toothache or broken denture, we'll do our best to see you as quickly as possible. We provide all general dentistry services including cleaning and whitening, extractions, fillings, and bridges and crowns, along with the complete line of custom crafted full and partial dentures. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] Aspen dental practices are judgment-free zones guaranteed. Our team will welcome you with open arms, get you totally comfortable, and do whatever it takes to provide you with great care. We look forward to seeing you.
[CUSTOMER][POSITIVE] Thank you for calling Aspen Dental. At Aspen Dental Practices, we want you to have a great experience. That's why we're all about saying yes to helping you get the care you need. We're committed to keeping our prices low, and you'll have peace of mind knowing our practice team will do everything possible to help you get to yes.
[CUSTOMER][POSITIVE] Denture patients smile easier at Aspen Dental practices. Not only do denture patients get their dentures in days thanks to our on-site denture lab, but with our exclusive denture money back guarantee, you have our word that we'll do everything we can to make your dentures fit properly and look great too. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] If you are in pain or have an emergency like a toothache or broken denture, we'll do our best to see you as quickly as possible. We provide all general dentistry services, including cleaning and whitening, extractions, fillings, and bridges and crowns, along with the complete line of custom crafted full and partial dentures. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] Aspen dental practices are judgment-free zones guaranteed. Our team will welcome you with open arms, get you totally comfortable, and do whatever it takes to provide you with great care. We look forward to seeing you.
[CUSTOMER][POSITIVE] Thank you for calling Aspen Dental. At Aspen Dental Practices, we want you to have a great experience. That's why we're all about saying yes to helping you get the care you need. We're committed to keeping our prices low, and you'll have peace of mind knowing our practice team will do everything possible to help you get to yes.
[CUSTOMER][POSITIVE] Denture patients smile easier at Aspen dental practices. Not only do denture patients get their dentures in days thanks to our on-site denture lab, but with our exclusive denture money back guarantee, you have our word that we'll do everything we can to make your dentures fit properly and look great too. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] If you are in pain or have an emergency like a toothache or broken denture, we'll do our best to see you as quickly as possible. We provide all general dentistry services including cleaning and whitening, extractions, fillings, and bridges and crowns, along with the complete line of custom crafted full and partial dentures. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] Aspen dental practices are judgment-free zones guaranteed. Our team will welcome you with open arms, get you totally comfortable, and do whatever it takes to provide you with great care. We look forward to seeing you.
[CUSTOMER][POSITIVE] Thank you for calling Aspen Dental. At Aspen Dental Practices, we want you to have a great experience. That's why we're all about saying yes to helping you get the care you need. We're committed to keeping our prices low, and you'll have peace of mind knowing our practice team will do everything possible to help you get to yes.
[CUSTOMER][POSITIVE] Denture patients smile easier at Aspen Dental practices. Not only do denture patients get their dentures in days thanks to our on-site denture lab, but with our exclusive denture money back guarantee, you have our word that we'll do everything we can to make your dentures fit properly and look great too. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] If you are in pain or have an emergency like a toothache or broken denture, we'll do our best to see you as quickly as possible. We provide all general dentistry services, including cleaning and whitening, extractions, fillings, and bridges and crowns, along with the complete line of custom crafted full and partial dentures. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] Aspen dental practices are judgment-free zones guaranteed. Our team will welcome you with open arms, get you totally comfortable, and do whatever it takes to provide you with great care. We look forward to seeing you.
[CUSTOMER][NEUTRAL] Thank you for calling Aspen Dental. You are on hold.
[CUSTOMER][POSITIVE] A great experience. That's why we're all about saying yes to helping you get the care you need. We're committed to keeping our prices low, and you'll have peace of mind knowing our practice team will do everything possible to help you get to yes.
[CUSTOMER][POSITIVE] Denture patients smile easier at Aspen Dental practices. Not only do denture patients get their dentures in days thanks to our on-site denture lab, but with our exclusive denture money back guarantee, you have our word that we'll do everything we can to make your dentures fit properly and look great too. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] If you are in pain or have an emergency like a toothache or broken denture, we'll do our best to see you as quickly as possible. We provide all general dentistry services, including cleaning and whitening, extractions, fillings, and bridges and crowns, along with the complete line of custom crafted full and partial dentures. A team member will be with you in a moment.
[CUSTOMER][POSITIVE] Aspen dental practices are judgment-free zones guaranteed. Our team will welcome you with open arms, get you totally comfortable, and do whatever it takes to provide you with great care. We look forward to seeing you.
[CUSTOMER][POSITIVE] Thank you for calling Aspen Dental. At Aspen Dental Practices, we want you to have a great experience. That's why we're all about saying yes to helping you get. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.