AccountId: 011433970860
ContactId: 4ce473c8-8079-4f12-bb7f-42f80e03be1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436760 ms
Total Talk Time (AGENT): 113536 ms
Total Talk Time (CUSTOMER): 131918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/4ce473c8-8079-4f12-bb7f-42f80e03be1e_20250516T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. This is [PII] of Aspen Dental Malvern in [PII] I just want to get a benefit tax back of our patient.
[AGENT][NEUTRAL] OK, I can help you with the benefit fact back, Ms. [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so name is [PII]. First name is [PII] The last name is hard to say, so I'll just spell it. It's [PII] uh sorry, [PII] again [PII] [PII], I think. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, I can't see it. All right. So, um, let's see, policy ID is 02614703.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. And we're just gonna call him [PII] because that is a hard last name to say. I agree with you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so he does have an active policy. The effective date is [PII], and if you can give me your fax number, I'll get that fax back ready and send it to you.
[CUSTOMER][NEUTRAL] I think, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, thank you, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I get this ready and I'll be right back.
[CUSTOMER][NEGATIVE] Problem.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 500.
[AGENT][NEGATIVE] Oh come on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Thank you so much. And I do have a question. Um, is this gonna be under Carrington?
[AGENT][NEUTRAL] So Carrington um works with us hand in hand, but the insured does not have to be in network to be able to use the benefits. Um, the benefits are done by UCR uh fee schedule so they can use any.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, dental office they choose.
[CUSTOMER][NEUTRAL] OK, alright, so, but what is gonna be under it? Yeah, what, uh, like what insurance name will it be under? because whenever I put it.
[AGENT][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Um, let's see, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Insurance
[AGENT][NEUTRAL] Would you like the payer ID number? Would that help you pull it in?
[CUSTOMER][NEUTRAL] Yeah, well, give me one moment. Let's see what you want.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said American what?
[AGENT][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] American Public, OK, I got you and then.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] What is, is, what's the uh address for that?
[AGENT][NEUTRAL] Our um claims address is, yes, it's [PII].
[CUSTOMER][NEUTRAL] Claim address free.
[AGENT][NEUTRAL] And that's in [PII], [PII].
[AGENT][NEUTRAL] And the zip code is.
[CUSTOMER][POSITIVE] All right, thank you so much, ma'am.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] OK, is the payer ID [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alright, OK, thank you so much. I'll be waiting for that fax back. Thank you so much for your help. You have a wonderful day.
[AGENT][POSITIVE] You have a wonderful day too. Is that everything I can help you with, Ms. [PII] before we go?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yep, that's all thank you so much.
[AGENT][POSITIVE] Well you have a wonderful weekend and thank you for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] No problem goodbye.