AccountId: 011433970860
ContactId: ac6e9ea4-bc7e-4a00-81f6-9b74de125f6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487450 ms
Total Talk Time (AGENT): 109621 ms
Total Talk Time (CUSTOMER): 65736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/ac6e9ea4-bc7e-4a00-81f6-9b74de125f6a_20250425T15:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you. And what's the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] It's Aspen Dental.
[AGENT][NEUTRAL] All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02487466
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. One second.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Mm, OK, that's not. Let me try this again. Let me see.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, there we go. All right. OK. And you said you need eligibility information, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. We have an effective date of [PII]. It is active at the moment and this is one of our basic dental policies.
[CUSTOMER][NEUTRAL] I'm sorry, can you say that again because you were cutting in and out a little bit.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] It is active at the moment and this is one of our basic dental policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then does it run through because on the card it says Carrington, is that what who it runs through?
[AGENT][NEUTRAL] No, it is through us, um, Carrington if the provider participates with the PPO Carrington fee schedule they can use a fee schedule, but it is, it runs through us, so it will come to us for processing.
[CUSTOMER][NEUTRAL] OK, OK, we do use the Carrington fee schedule, so, OK, um, what is the claim's address?
[AGENT][NEUTRAL] Like.
[AGENT][NEUTRAL] The address is submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and then would you be able to give me a full um breakdown of benefits where um if you could fax it over?
[AGENT][NEUTRAL] Yes, I can fax this next. What is the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, [PII] to your attention.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, I'll send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] No that was it thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Happy weekend.
[CUSTOMER][POSITIVE] Alright thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.