AccountId: 011433970860
ContactId: 1b0ec93d-874c-4380-bf86-e8824d22212c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211110 ms
Total Talk Time (AGENT): 94272 ms
Total Talk Time (CUSTOMER): 106796 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1b0ec93d-874c-4380-bf86-e8824d22212c_20250121T13:46_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I wanted to know if uh Seton Medical submitted a uh bill to you.
[AGENT][POSITIVE] It would be my pleasure to assist you with that, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes, I do. It's uh 255-3585.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Thank you and do you mind verifying your date of birth? I'm sorry, your current mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII], and my phone number, is that what you asked for?
[AGENT][NEUTRAL] Yes, sir, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII] and do you mind also verifying your iCloud address, email address?
[CUSTOMER][NEUTRAL] Oh sure. Uh [PII].
[AGENT][POSITIVE] All right, thank you for that verification.
[AGENT][NEUTRAL] What was the date of service, Mr. [PII]? I can check to see if they filed a claim.
[CUSTOMER][NEUTRAL] Oh, the data service, uh.
[CUSTOMER][NEUTRAL] Let me see, I think it was the uh.
[CUSTOMER][NEUTRAL] When was the data service? OK, hold on, I have to go look at my.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Actually,
[AGENT][NEUTRAL] Yeah, actually I am checking we do not have any claims on file for you and your policy was active on [PII].
[CUSTOMER][NEUTRAL] It was after [PII], um.
[CUSTOMER][NEUTRAL] But you don't have any claims nothing was submitted yet? hm.
[AGENT][NEUTRAL] We have no claims on file.
[CUSTOMER][NEUTRAL] OK, OK, um, my next question is, um, I wonder if she had because the lady at the, the billing department at the hospital said she submitted it, but I'll, I'll call her to find out. Do you have a fax number for.
[CUSTOMER][NEUTRAL] For um the hospitals for them to submit the claim or do they have to do it through your website? Oh, OK, OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] No, they can fax it directly to our claims department and that should be on your card, but our claims fax number is 877.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And also I see you have an active online account. If you go on there and you see an open document, that means that we've received a claim and then once it's processed, you can click on the claim number and view the claim decision.
[CUSTOMER][NEUTRAL] OK, great. Um,
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, great. And um my other, my last question is, can that my um APL insurance be used for dental treatment?
[AGENT][NEUTRAL] Only if it is due to an accident.
[CUSTOMER][NEUTRAL] An accident. Oh, an emergency or something like that. OK. OK, I
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, well thank you very much. I appreciate your help.
[AGENT][POSITIVE] It's been such a pleasure to assist you this morning, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Oh, no, that's it. I hope you have a great day. [PII].
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a happy [PII] and a wonderful day as well. Stay warm.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.