AccountId: 011433970860
ContactId: 6f04a891-8d7f-4c4f-ad06-25b8a8177d7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143399 ms
Total Talk Time (AGENT): 67463 ms
Total Talk Time (CUSTOMER): 43857 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6f04a891-8d7f-4c4f-ad06-25b8a8177d7e_20250411T12:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Aspen Dental to get benefits for a patient I have in office. My name's [PII].
[AGENT][POSITIVE] OK. Well, tell, I'll be more than happy to help you with the dental benefits. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, it's 02411021.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I get the facts back for you.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, so you want to just go over the fax back or did you want a copy of it?
[CUSTOMER][NEUTRAL] If you could send it, that would work.
[AGENT][NEUTRAL] OK, what's a good um fax number for you?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] It's OK, and put attention, [PII].
[CUSTOMER][POSITIVE] Yes, that works.
[AGENT][NEUTRAL] OK, on the fax back, you'll see the calendar year max, deductible, all the percentages, waiting periods, frequencies, all three ways to file a claim, and then there's a list of covered codes. If the code you're looking for is not on this list, it's not covered by the policy.
[CUSTOMER][NEUTRAL] OK, does it have the effective date on it as well, or is that something you can give me?
[AGENT][NEUTRAL] Um, no, it doesn't have the effective date, but I can let you know. Hold on one second.
[AGENT][NEUTRAL] The policy has been active since [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And we don't yet have any history on file.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Nope, just that. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.