AccountId: 011433970860
ContactId: c5a88c8b-efbc-48ff-92f9-42af910ce526
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182820 ms
Total Talk Time (AGENT): 88733 ms
Total Talk Time (CUSTOMER): 77202 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c5a88c8b-efbc-48ff-92f9-42af910ce526_20250324T13:48_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Aspen Dental in [PII]. I was calling to see if I could get a fax back for um a patient.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] OK the number is [PII] and press option 2.
[CUSTOMER][NEUTRAL] The policy number for this patient is 02551214.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEGATIVE] Oh Lord, I can't even pronounce his name.
[AGENT][POSITIVE] You can spell it cause I will spell it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. I don't know what type of name it is mm.
[CUSTOMER][NEUTRAL] Mm mm, mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Looks like [PII]. OK. What's the last name and the date of birth?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] Oh [PII], I don't know. Oh, [PII].
[AGENT][NEUTRAL] What, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, we gotta get together, OK, cause I don't know what's going on.
[AGENT][NEUTRAL] Yeah, it's Monday. It's Monday.
[CUSTOMER][NEUTRAL] It is and it's raining down here too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's raining here in [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, it's raining here. Where, where are you? Are you in [PII]? What's the member's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, you're in [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's your fax number that you requested the fax information to be scheduled to be sent over to?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]. Could you see if he's in our network? Is this insurance in our network first?
[AGENT][NEUTRAL] [PII]. So I can't verify if you're a provider or participant provider, but I can let you know that this is a Carrington network. However, he does not have to utilize the Carrington network provider because the policy is a PPO.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am, you've been a great help thank you.
[AGENT][NEUTRAL] So let me let you know [PII] that um give you the heads up the policy is very limited. Whatever is not listed on the schedule means that it's not covered. All the letters that's in parentheses on the very last page, there's gonna be a key box which gives each description of the limitation for each alphabet that's in parentheses.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You do the same