AccountId: 011433970860
ContactId: 11a6944f-e080-4f94-882b-900ef7617be9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277739 ms
Total Talk Time (AGENT): 124460 ms
Total Talk Time (CUSTOMER): 108429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/11a6944f-e080-4f94-882b-900ef7617be9_20250521T18:39_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling about um my policy number 107.
[CUSTOMER][NEUTRAL] 5266
[AGENT][NEUTRAL] 5266. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] OK, my name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have the mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and how may I assist you today?
[CUSTOMER][NEUTRAL] Yes I was calling. I, um.
[CUSTOMER][NEUTRAL] I had some dental work done back in um.
[CUSTOMER][NEUTRAL] Uh march
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was told by the other representative I had talked to back then that um I would have to pay for the, you know, the dental bill upfront.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then you guys will, um, you pay so much percentage and then whatever you have to pay upfront you guys will reimburse, is that correct?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, if the provider did not send the claim or will not send the claim, yes, you can, um, send in a claim for reimbursement. We cannot guarantee any payments until we receive the claim, but yeah, you can submit your own claim. Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to get with them to make sure they sent in the request.
[AGENT][NEUTRAL] If you already pay
[CUSTOMER][NEUTRAL] dental, dental clean.
[AGENT][NEUTRAL] OK, if you already pay out of pocket, then um you will send in the claim for reimbursement. So you just need to have um that ADAD form to be sent to us. You just need to ask for a copy of that form, but if you
[CUSTOMER][NEUTRAL] What, what the phone call?
[AGENT][NEUTRAL] ADA
[AGENT][NEUTRAL] Claim form?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you say I send it in or they have to send it in?
[AGENT][NEUTRAL] If you pay out of pocket, you have to send it in. If you have not paid, you still owe a balance, they can send it in.
[CUSTOMER][NEUTRAL] No, OK. All right, let me check with them because normally they will send it in, but I would, um, send it in. What, what is there a fax number I need to fax it to or?
[AGENT][NEUTRAL] Mhm. Yes, you can fax it or mail it. Uh, the fax number should be on the back of the card, which is the [PII].
[CUSTOMER][NEUTRAL] What is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's the mailing address?
[AGENT][NEUTRAL] The address
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code, [PII], yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, wait a minute.
[CUSTOMER][NEUTRAL] [PII]. And what's the zip code?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so you say [PII] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Alright, let me, let me check with them and see if they sent the um ADA form out.
[AGENT][NEUTRAL] OK, sure. Mhm.
[CUSTOMER][NEUTRAL] And if they and if
[CUSTOMER][NEUTRAL] So if they said no they didn't, can I send you a copy? I think I have a copy of.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A copy of the actual bill that they, that they gave me.
[AGENT][NEUTRAL] Yeah, if it's a bill um with the coding and the charge amounts, then yes, you can submit that in if you have a copy. If not, you can ask for a copy of the ADA they more than likely they can give it to you or they can send it over directly, OK?
[CUSTOMER][POSITIVE] OK then alright then thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good afternoon. Bye-bye.