AccountId: 011433970860
ContactId: b3a2abc5-5aff-4dae-89b0-7dec14078096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203000 ms
Total Talk Time (AGENT): 88711 ms
Total Talk Time (CUSTOMER): 64449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b3a2abc5-5aff-4dae-89b0-7dec14078096_20250502T17:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm from Aspen Dental in [PII]. I just need a benefits. I need to see if we're in network with this patient. I also need benefits.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with the in-network and benefits. And um Edie, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then um the policy number?
[CUSTOMER][NEUTRAL] Is 02566108.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the subscriber is [PII]. Date of birth is [PII]. I have the child here, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. What's the um child's first name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And, OK, um, the only reason I'm asking is because I'm just making sure because I don't see that name here. And what was the date of birth?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, yes, there's no [PII] on this policy. Um, there is a dependent, but they, they're a little older, um, but [PII] is not on this policy.
[CUSTOMER][NEUTRAL] OK, um, let me see, I know they said that they had just recently added him. Is there any way you can look at that?
[AGENT][NEUTRAL] Let me see if there's any.
[AGENT][NEUTRAL] Mm. They called yesterday to get the providers in their area, um, but there's no, nothing indicating like an addition that will have to, so basically all of our policies are through the employer. So they would have to reach out to the HR department, let them know they need to add a dependent, and then they'll send everything over to us in writing, and then we'll add the child.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] OK and then are we in network?
[AGENT][NEUTRAL] OK, so let me see, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so this policy doesn't have a network?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that mean they can use it anywhere or?
[AGENT][NEUTRAL] Mhm. They can use it anywhere. Um, did you need a copy of the fax bag?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, because I don't have anything to put it on. What is the reference zone for this call so I can let the guardian or the parent grand grandma know.
[AGENT][NEUTRAL] So there's no call reference number. There's no call reference number, but you can use my name and today's date. And again, that's [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] And then today's date? OK. All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything