AccountId: 011433970860
ContactId: 712b20fd-32f2-4860-bb70-3d0ca9cec016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126269 ms
Total Talk Time (AGENT): 37801 ms
Total Talk Time (CUSTOMER): 42182 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/712b20fd-32f2-4860-bb70-3d0ca9cec016_20250603T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Aspen Dental, um, to do a benefit breakdown for a patient that's being seen in our office.
[AGENT][NEUTRAL] Hey, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] Um, is that the ID number?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] 02615295
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] I don't know I didn't, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The patient name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, I show the policy is effective and active [PII].
[AGENT][NEUTRAL] Um, I can send over a fax back that outlines everything that's covered under the policy or if there's something we need to go over on the phone, I can do that as well.
[CUSTOMER][NEUTRAL] Um, does he have out of network benefits?
[AGENT][NEUTRAL] Yes, he does.
[CUSTOMER][NEUTRAL] Is it the same percentage as both or are they different?
[AGENT][NEUTRAL] It's the same for both.
[CUSTOMER][POSITIVE] OK perfect um yeah I can give you my fax number.
[AGENT][NEUTRAL] OK, sounds.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to let you know, not to guarantee a payment basic outline of the policy, I do not show any history on file at all, so.
[CUSTOMER][NEUTRAL] OK, and then are there downgrades for crowns, bridges or fillings and the missing tooth cloths?
[AGENT][NEUTRAL] There is a missing two clause and there's no downgrades.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Bye.