AccountId: 011433970860
ContactId: 1cbbc7b4-6ce3-46c1-bfd4-a9ed14062a1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104589 ms
Total Talk Time (AGENT): 54387 ms
Total Talk Time (CUSTOMER): 38440 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1cbbc7b4-6ce3-46c1-bfd4-a9ed14062a1d_20250310T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from um Aspen Dental. I was calling to get an eligibility and benefit fax back as well as to find out if this insurance is in network with our provider.
[AGENT][NEUTRAL] Um, sure, [PII], I can assist you with that information. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02560647
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And as far as the network go, um there is no network. We work with our providers.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the fax back, what's your fax number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.