AccountId: 011433970860
ContactId: cf894b36-cfc6-4066-9657-68aac5d13e64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273920 ms
Total Talk Time (AGENT): 51624 ms
Total Talk Time (CUSTOMER): 66395 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/cf894b36-cfc6-4066-9657-68aac5d13e64_20250203T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Aspen Dental. I have a patient who's in office. We've been trying to figure out who his insurance is through, and he thinks it might be through you guys. I don't have a subscriber ID, but I do have his social and date of birth and name. Is there any way you could do a look up for me and see if you can find him?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely I can help you [PII] with um the eligibility of the patient. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and it's option 2.
[AGENT][NEUTRAL] OK, thank you. And then what is the um patient's name?
[CUSTOMER][NEUTRAL] Um it's [PII] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is um the patient's date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and then what is that social security number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull him up real quick.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] I sure do
[AGENT][NEUTRAL] OK, I have him. It is through us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he, he does have.
[CUSTOMER][POSITIVE] OK perfect can you give me a breakdown for him?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Excuse me, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a good day.
[AGENT][POSITIVE] You too thank you and thanks for calling APL.
[CUSTOMER][POSITIVE] No problem have a good day bye bye.
[AGENT][NEUTRAL] Bye bye.