AccountId: 011433970860
ContactId: 219be338-b4d8-4106-9a92-45a6210ee481
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191699 ms
Total Talk Time (AGENT): 58369 ms
Total Talk Time (CUSTOMER): 97086 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/219be338-b4d8-4106-9a92-45a6210ee481_20250625T15:43_UTC.wav
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[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] APL. This is. May I help you?
[AGENT][POSITIVE] Good morning. Thanks for calling APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, thank you, hold on one second, OK?
[AGENT][NEUTRAL] 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.
[CUSTOMER][POSITIVE] Thank you for holding um I just was looking for benefits for.
[CUSTOMER][NEUTRAL] And wondering if it was a discount plan or an insurance.
[AGENT][NEUTRAL] Uh, insurance, but I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah it's 02625079.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yep, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK. And so his policy became effective [PII] at [PII] and it's active.
[AGENT][NEUTRAL] And if you like, um, I can send you a fax back of benefit information, not eligibility, limitations and frequencies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK, and what is your fax number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes, ma'am. I can send this benefit information to you. Is there anything else I can assist you with before I send it?
[CUSTOMER][NEUTRAL] Um, nope, that should do it.
[AGENT][POSITIVE] All right. Well, I thank you so much for calling APM Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Hm