AccountId: 011433970860
ContactId: 4098c7f0-ce94-489a-bc8d-8961d73684aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175179 ms
Total Talk Time (AGENT): 66476 ms
Total Talk Time (CUSTOMER): 89684 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/4098c7f0-ce94-489a-bc8d-8961d73684aa_20250227T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] at Aspen Dental. I'm trying to get benefits for a patient.
[CUSTOMER][NEUTRAL] I'm not familiar with this insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], let's take a look. Do you have their policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I do, it is.
[CUSTOMER][NEUTRAL] 20614999
[AGENT][NEUTRAL] 99. OK.
[AGENT][NEUTRAL] Let me pull this up here.
[AGENT][NEUTRAL] All right. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, the patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you so much. So the patient plan is active. It looks like the effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then if you need [PII] we can send a fax back with a breakdown of benefits I can give you some verbally whatever whatever works best for you.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] No, the fax, the fax will work because she doesn't come in until Monday, but that would be perfect. Um, the other thing I was gonna ask you is, uh, who, who does this get filed under?
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] In our area, do you know?
[AGENT][NEUTRAL] You mean who do you file the claim with?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, with
[CUSTOMER][NEUTRAL] Is it [PII]? Is it Emeritus?
[AGENT][NEUTRAL] No, you, it's claims are submitted to us at American Public Life, and I can give you our payer ID or uh mailing.
[CUSTOMER][NEUTRAL] all day
[CUSTOMER][NEUTRAL] Well yeah I mean hopefully that'll be on the fax back but um it's there's alright so you guys are the.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The main company, but is there a.
[CUSTOMER][NEUTRAL] What is the word I'm looking for?
[CUSTOMER][NEUTRAL] Um, and unders like because I've never heard of this one.
[CUSTOMER][NEUTRAL] We file with all kinds of insurances, but American Public Life, I don't know.
[CUSTOMER][NEUTRAL] So there's gotta be uh another insurance, let me see.
[CUSTOMER][NEUTRAL] I know you're the you guys are probably the main company but there's gotta be a um what why am I blank at the work.
[CUSTOMER][POSITIVE] I could probably figure it out um yeah if you could just fax me that breakdown I would appreciate it.
[AGENT][POSITIVE] OK, absolutely. What's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to confirm, I had [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yeah, I will send that. It should be there in about 5 minutes, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright, that's perfect thank you very much for your help.
[AGENT][POSITIVE] Mhm. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] You have a good day all right bye bye.
[AGENT][NEUTRAL] Mhm.