AccountId: 011433970860
ContactId: 039eb30d-11c7-4d24-8219-7297d84c96dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324790 ms
Total Talk Time (AGENT): 101139 ms
Total Talk Time (CUSTOMER): 150337 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/039eb30d-11c7-4d24-8219-7297d84c96dd_20250211T14:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], how are you? My name is [PII] and I'm calling from Doctor [PII]'s office.
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm doing well. I'm calling to check cause I have a member that has like double coverage, I guess, for dental, and I needed to check a couple of claims on her.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, let me go back over here. Hold on.
[CUSTOMER][NEUTRAL] OK, so the policy number is 1303312.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and you're needing claim status?
[CUSTOMER][NEUTRAL] Yes, for 2 claims.
[AGENT][NEUTRAL] OK, I can help you with that. Is this on a medical policy or dental? OK, hold on just a moment. This is a disability policy. Let me look up the dental policy.
[CUSTOMER][NEUTRAL] It's dental, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, the dental policy number is 01.
[AGENT][NEUTRAL] 303-314.
[CUSTOMER][NEGATIVE] 14 I have we have it all wrong. Oh Lord. OK, let me fix that right now.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what data service is that for?
[CUSTOMER][NEUTRAL] One is for [PII].
[CUSTOMER][POSITIVE] And make sure that I am right. Yup, [PII].
[AGENT][NEUTRAL] 12 or 2024.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Was that for cleaning, X-ray, and exam? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That was paid on [PII].
[CUSTOMER][NEUTRAL] 12:20. That was [PII]. OK, let me go back there.
[CUSTOMER][NEUTRAL] Was that the amount for 40? No, that's not it.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Just trying to figure this out.
[CUSTOMER][NEUTRAL] 273.
[AGENT][NEUTRAL] Hold on just a moment, let me look at it, let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see 124.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] In an
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That was for $273.
[CUSTOMER][NEUTRAL] Right. Is that the only payment that she would, that she got? Just wanna make sure that.
[AGENT][NEUTRAL] For that date, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, great. And then I have another one for [PII].
[CUSTOMER][NEUTRAL] Just here
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that one we paid $43.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now, normally there's a 2nd payment. Is there gonna be another payment towards that treatment?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What do you mean 2nd payment?
[CUSTOMER][NEUTRAL] Normally we get to pain because she's, she's got, for whatever reason.
[CUSTOMER][NEUTRAL] She usually gets 2 payments. I don't know why. Let me see real quick.
[AGENT][NEUTRAL] We don't, we only issue one payment. She can only have one dental policy with us.
[CUSTOMER][NEUTRAL] One payment
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's one payment, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We, for whatever reason, we have a.
[CUSTOMER][NEUTRAL] Under American Public and then another insurance, American Public went through another employer. She's got two employers. That's why I'm asking, and it's both under her name.
[AGENT][NEUTRAL] She can't have two dental policies with us.
[CUSTOMER][NEUTRAL] Oh, that's what it looks like here. OK.
[AGENT][NEUTRAL] I'm showing she only has one.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Something I'm gonna have to correct here because it's showing here too.
[AGENT][NEUTRAL] Now she has a medical.
[AGENT][NEUTRAL] And accident and disability, but she don't have but one dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The one dental policy. OK, perfect. I'll update my records just to indicate that. I appreciate you checking for me.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it, thanks again.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.