AccountId: 011433970860
ContactId: c74c5bc4-f96b-4ac7-868e-d3c0224aee3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227600 ms
Total Talk Time (AGENT): 48799 ms
Total Talk Time (CUSTOMER): 58391 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c74c5bc4-f96b-4ac7-868e-d3c0224aee3b_20250523T13:36_UTC.wav
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[CUSTOMER][POSITIVE] No problem I'll see you then.
[AGENT][NEUTRAL] Calling APL, this is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Aspen Dental. I'm a provider. I'm just trying to verify eligibility and if we're a network.
[AGENT][NEUTRAL] OK, um, I, I can help you with eligibility, and do you have a, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] Our callback number is [PII] option 2.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes. Policy number is gonna be D as in David 47682608.
[AGENT][NEUTRAL] And you have the last name of the patient?
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] And what was the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm not locating a member with that information in our system.
[AGENT][NEUTRAL] Do you have a social by chance or?
[CUSTOMER][NEUTRAL] No, I just have his uh insurance card.
[AGENT][NEUTRAL] OK. Is there a group number or another like certificate number on there?
[CUSTOMER][NEUTRAL] There's a group number, group number 9476.
[AGENT][NEUTRAL] Yeah, I'm not pulling that information up. Um, the policy number you gave me it started with a D, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, that policy number, we, we do benefits for some of the group, um, but that policy number belongs to 90 Degree Benefits. Um, I can transfer you over there to see if they have benefits through them.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90-degree benefits company.