AccountId: 011433970860
ContactId: dc1b196c-3e36-4717-bdde-3ae58f28bfca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302149 ms
Total Talk Time (AGENT): 81998 ms
Total Talk Time (CUSTOMER): 76916 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/dc1b196c-3e36-4717-bdde-3ae58f28bfca_20250519T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How may I help you? Hi, [PII]. My name is [PII]. I'm calling on behalf of the dental office and just to check eligibility and benefits. Could you help me with that, please?
[AGENT][NEUTRAL] Uh yes sir, I can help you with eligibility and benefits. [PII]. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure. That is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. This is for [PII], that's [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And the ID I've got is 02605937.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it's 02605987.
[CUSTOMER][NEUTRAL] 937.
[AGENT][NEUTRAL] 937. OK, that's why it had a different name. OK, let me try again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I've got Ms. [PII] pulled up now, and she does have an active policy. The effective date of her policy is [PII].
[AGENT][NEUTRAL] And if you can give me your fax number, I'll send you a fax back with her benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK. And I put it, can you spell your name for me?
[CUSTOMER][NEUTRAL] Sure. It's spelled [PII]
[AGENT][NEUTRAL] OK, [PII], and then what is the name of the facility you're calling from, sir?
[CUSTOMER][NEUTRAL] Sure. This is for Hugo Airs LLC or part of Aspen Dental, that's in [PII].
[AGENT][POSITIVE] OK, thank you. All right, I'm gonna put you on a quick hold while I get this fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] All right, OK. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, [PII] for holding for me. I have that fax on its way to you now, sir.
[CUSTOMER][NEUTRAL] Thank you for that and to, just to confirm that will have the claims address as well?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, alright, that will do, [PII], and if you have a reference number I'll take that please thank you.
[AGENT][NEUTRAL] OK, my reference number is my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Today's date. Thank you. All right then, [PII], thank you for your assistance. I hope you enjoy the remaining part of your day.
[AGENT][POSITIVE] Thank you, [PII]. I hope you have a wonderful week. Thank you so much for calling APL today.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, sir.