AccountId: 011433970860
ContactId: 931d23c2-0528-4eaa-9f05-fc7614a662a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200639 ms
Total Talk Time (AGENT): 56852 ms
Total Talk Time (CUSTOMER): 51008 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/931d23c2-0528-4eaa-9f05-fc7614a662a0_20250403T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from Aspen Dental. I'm just looking to verify patients benefits.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Certainly [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes it is. Well, I'm not sure if this is the policy number it's quite short, but they gave me 60801.
[AGENT][NEUTRAL] OK, that's not the policy number, that is our electronic payer ID.
[CUSTOMER][NEUTRAL] Oh, OK, um, do you have a way of doing a name and date of birth search?
[AGENT][NEUTRAL] May I have the first and last name please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And 5297.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And would you like a fax back for this member?
[CUSTOMER][POSITIVE] That would be perfect. Does it include the member ID group name and group number?
[AGENT][NEUTRAL] It will include the policy number, the effective date, and the member's name.
[CUSTOMER][NEUTRAL] OK, is there a group name and group number on the plan?
[AGENT][NEUTRAL] Let me pull that up for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The group number is 70062.
[AGENT][NEUTRAL] The group name is showing the work.
[AGENT][NEUTRAL] Source Inc.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And how long does your fax back normally take?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We normally say within 24 to 48 hours, but as soon as I get the fax number I can submit that fax over.
[CUSTOMER][POSITIVE] Perfect whenever you're ready I have that for you.
[AGENT][POSITIVE] OK, I'm ready for it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would you like the member's policy number?
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] OK, that policy number is 02607647.
[CUSTOMER][POSITIVE] Wonderful thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life Medicine. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.