AccountId: 011433970860
ContactId: 159c86f5-4562-4963-b09d-2acd0e917cc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 789130 ms
Total Talk Time (AGENT): 229884 ms
Total Talk Time (CUSTOMER): 304219 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/159c86f5-4562-4963-b09d-2acd0e917cc3_20250411T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on uh my claim. I had uh sent my paperwork in and stuff.
[CUSTOMER][NEUTRAL] And I'm just seeing what the.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can help you with claim status.
[CUSTOMER][POSITIVE] Yes, I can help you with.
[AGENT][NEUTRAL] Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 00604575
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, address [PII].
[CUSTOMER][NEUTRAL] And phone number yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And email address.
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. I appreciate you verifying your policy for me, Ms. [PII]. Do you know um what the date of service was for your claim?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I will try.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I sent that in. I, I sent a, uh, thing in about this last week, last Friday I sent it in.
[AGENT][NEUTRAL] OK, and it
[AGENT][NEUTRAL] OK, and it was for a dental claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, you could probably think of it.
[AGENT][NEUTRAL] OK, I do show that the last claim that was sent in was for [PII]. Does that sound like a good date for you?
[CUSTOMER][NEUTRAL] This one is uh [PII].
[AGENT][NEUTRAL] OK, and did you mail it in?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I did the claim and I let me see I have a number reference numbers I'll put this, uh, but the reference on my number. Let me see, uh, check, check number is 203-7384. I have, uh, the explanation of benefits. I have the two sheets here.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And, and you sent in a, a dental claim, is that correct?
[CUSTOMER][NEUTRAL] But it.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah. 10 minutes ago and now you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me look real quick.
[CUSTOMER][NEUTRAL] That I miss you and I want to rectify.
[CUSTOMER][POSITIVE] It's a big step.
[AGENT][NEUTRAL] And what was the name of the dentist that you saw?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I do show a claim that was processed.
[AGENT][NEUTRAL] In March for and the date of service that you went to the, to the dentist was [PII]. Does that sound like it's correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I, I did 224 years. That was the first time I went.
[AGENT][NEUTRAL] OK. OK. All right. And you've gone again since then? You sent a claim in for it since then?
[CUSTOMER][NEUTRAL] Yeah, but just, I just got the paperwork today. That's why I was trying to ask. Let me see what it say on here. It's saying like um.
[CUSTOMER][NEUTRAL] On this part is explaining the benefits horizon. It got the check date was [PII] check number 203-7384, and then you got my policy number, my reference number.
[CUSTOMER][NEGATIVE] And it didn't explain what they did.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Yes, OK, so we did send, we did pay the claim.
[CUSTOMER][NEUTRAL] Yes, OK, so we did.
[CUSTOMER][NEUTRAL] but
[AGENT][NEUTRAL] And what you're receiving is just to show that we paid the claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] No very happy.
[AGENT][NEUTRAL] In the amount of $350.
[AGENT][NEUTRAL] And we sent it to the dentist.
[CUSTOMER][NEGATIVE] But uh when I talked to them, uh, when I sent this in, I asked them, would this go to the dentist? And they told me no, I filed the claim, so they told me the money was gonna come to me cause I paid the dentist and I was trying to get my money back.
[CUSTOMER][NEUTRAL] I guess that's
[AGENT][NEUTRAL] OK. I do show that the check did go to the dentist.
[CUSTOMER][NEUTRAL] I do show
[CUSTOMER][NEGATIVE] Uh, yeah, and I asked that question, who would the check go to and now I told whoever I talked to told me it's gonna come to me. It's 2 checks. It was, it was, uh, another 2 checks went out that day.
[AGENT][NEUTRAL] OK, and let me check the other one for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Rising.
[AGENT][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] vision.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] and you
[AGENT][NEUTRAL] OK, and I do show um we paid another one, let me pull up that check number.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And there was another payment made in the amount of $539 that did go to the dentist.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Well, you know, I call on this phone and I talked to somebody after they receive my fax and everything, and they say the money goes to the person that sent the fax in, because I told them, I already paid the dentist. So that's, that's, that was their word to me. So now I get a paper showing me that they don't send it to the dentist.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And, and that, and that's.
[AGENT][NEUTRAL] I do like, like I.
[AGENT][NEUTRAL] Yes. Both payments did go to the dentist. um, now you may need to call your dentist if you've already paid it and tell them that they received the payment and it's been double paid I mean you can talk to them and see, but I do show that both checks did go to the dentist office.
[CUSTOMER][NEUTRAL] That's something
[CUSTOMER][NEUTRAL] OK, so whoever uh did the check, why would they do that? Because it was, it was explained to me from your office that they send the check to the person that sent the, the, uh, sent the statement in cause I asked them, I said, Will you go to the dentist cause the dentist gave me the paper to fax to you all. And I asked him, I said, will he go to the dentist? And they told me it'll come to me. So I, I'm just gonna know what happened.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I understand now.
[CUSTOMER][NEUTRAL] Maybe I can talk to whoever sent to you.
[AGENT][NEUTRAL] Yes, um, that would come from the claims department and I can request a call back for you. I can send in a request for somebody from the claims department, a claims specialist to call you. Would you like for me to do that for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, I would, I would.
[AGENT][NEUTRAL] OK, and you want to call back at this number you gave me [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII] while I get that request sent in for you to get a call back, OK? I'll be right back.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Ms. [PII] I have submitted that request for somebody to give you a call back, a claims specialist, and I did state that uh you, the reason why you want them to call back and you should be receiving a call within 24 hours. Now we do um have the weekend coming up so if they don't call back today it'll be Monday before they're able to call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] About us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. OK.
[AGENT][NEUTRAL] OK, just wanted to let you know in case you were waiting.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Ms. [PII], I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, you have a blessed weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] I'm still holding out.
[CUSTOMER][NEUTRAL] OK, you as well.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] No.