AccountId: 011433970860
ContactId: 604f9c2a-3e37-450c-9d27-4e75f6afd3db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363100 ms
Total Talk Time (AGENT): 107108 ms
Total Talk Time (CUSTOMER): 75494 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/604f9c2a-3e37-450c-9d27-4e75f6afd3db_20250514T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, hey, uh, my name is [PII], um, I'm calling to get benefits for a member.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Um, may I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, it is um the name is Aspen Dental. It is [PII] option two.
[CUSTOMER][NEUTRAL] And what was your name one more time? I'm sorry?
[AGENT][NEUTRAL] My name is, is [PII].
[CUSTOMER][NEGATIVE] OK, sorry, I, I messed that at first.
[AGENT][NEUTRAL] OK, Ms [PII].
[AGENT][NEUTRAL] That's OK. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII] and policy number is 02451938.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][POSITIVE] And if you can give me your fax number, I'll send you a benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK, um, it is 501.
[CUSTOMER][NEUTRAL] [PII]. Now I have a quick question are you underwritten by anybody or?
[AGENT][NEUTRAL] No, ma'am. We're not, um.
[AGENT][NEUTRAL] We're just American public life and we're based out of [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so y'all don't use like Carrington or Genoax fee schedule or anything like that?
[AGENT][NEUTRAL] Uh, we are associated with Carrington, but the member does not have to go to a Carrington provider for services. They can use any provider they choose.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome. I'm gonna put you on a quick hold while I get this fax back ready for you and I will be right back as soon as I've got it sent, OK?
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] back with you again. My computer, oh there it goes. I was gonna say it was being a little slow. I'm sending it to you, and I was gonna let you know I've got it on its way and I'll just keep trying, but it just popped up that it's sending to you now, ma'am.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I just get a reference number?
[CUSTOMER][NEUTRAL] Invitation
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and that's it?
[AGENT][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too bye bye.