AccountId: 011433970860
ContactId: 0ff8b744-dc5f-4e00-a7bf-1b7a6d1aa445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311079 ms
Total Talk Time (AGENT): 118812 ms
Total Talk Time (CUSTOMER): 118599 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0ff8b744-dc5f-4e00-a7bf-1b7a6d1aa445_20250403T16:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and uh I talked to somebody last week and they gave me the fax number to fax some information in.
[CUSTOMER][NEUTRAL] And uh I was just checking to see if you can receive it.
[AGENT][POSITIVE] OK, I'd be happy to assist with your claim today, Ms. [PII], and if you can give me your policy number please?
[CUSTOMER][NEUTRAL] I don't have the policy number.
[AGENT][NEUTRAL] We can use your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Now were you filing for medical or dental?
[CUSTOMER][NEUTRAL] Did
[AGENT][NEUTRAL] Dental, OK.
[AGENT][NEUTRAL] And if you could please verify your date of birth and email address for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh email [PII].
[AGENT][POSITIVE] Thank you for that information, one moment please.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yes, we did receive that on the [PII] and the processing time is 7 to 10 business days, so that should be completed by one moment, uh, so the [PII].
[AGENT][NEUTRAL] It's 1234567.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, so it should be completed no later than the [PII].
[CUSTOMER][NEUTRAL] OK, so when it's completed, what, how did that work? like.
[CUSTOMER][NEUTRAL] I sent that in so y'all would.
[CUSTOMER][NEGATIVE] Get back with me to what y'all pay on it.
[AGENT][NEUTRAL] We pay whoever files, so since you're the one that's filing the payment, if a payment is made, it will come to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The dentist's office helped them papers, I don't know how many months, and they told me they filed them and y'all haven't respond, they haven't heard from you all. They waited 30 days, then they waited 2nd 30 days. So I asked them, could you give it to me and let me file it? And they say, sure, so.
[CUSTOMER][POSITIVE] That's why I did like that, so OK.
[AGENT][NEUTRAL] And do you see how I'm just pointing it out.
[AGENT][POSITIVE] You uploaded the the stuff and we got it. You faxed it and we got it.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I'm just saying you, you faxed it and it's here.
[CUSTOMER][NEGATIVE] Right, so you know, I asked them, could I send it because I was telling them holding if if any money come to me holding because what happened they filed, they were supposed to file on that insurance and they didn't and when time come for the work I had to pay that money. I had to pay cash, but they're not like they trying to get my money back.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] I see, that's, that may be the problem. They didn't, they, they had no, they were already paid, so they didn't have what what did they say? They didn't have a dog in a race anymore. It was to no benefit to them to rush and do that. It was not a priority because they had already gotten payment, but do you see how simple it was? You sent the information and lo and behold, it's there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And it didn't take no time to get there. So yeah, that's why I jumped on board and say give it to me. Let me do this. Y'all can't do it. I think I can't.
[AGENT][NEGATIVE] Didn't no time at all.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, let me stop being messy, Ms. [PII]. I, I just wanted to point that out. I'm not trying to be messy.
[CUSTOMER][POSITIVE] So OK thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, thank you though.
[AGENT][NEUTRAL] But I, you know, I just get tired of them blaming the insurance company. They just keep blaming the insurance like we're not doing what we're supposed to do, but I'm just wanted to point that out to you that, you know, we're doing what we're supposed to do. But yeah, was there anything else I can assist with?
[CUSTOMER][NEUTRAL] Right. And like you rich.
[CUSTOMER][NEGATIVE] Right, they not.
[CUSTOMER][POSITIVE] That was it. Thank you very much. You have a blessed day.
[AGENT][POSITIVE] Alright well thank you for calling APL you have a good day.
[AGENT][POSITIVE] Mhm alrighty bye bye.
[CUSTOMER][NEUTRAL] Wait a minute, [PII].
[CUSTOMER][NEUTRAL] Bye bye. what you crying for?
[AGENT][NEUTRAL] Bye.