AccountId: 011433970860
ContactId: 1f76669b-5cc0-4774-bb40-f7c89bfe5e12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313450 ms
Total Talk Time (AGENT): 156635 ms
Total Talk Time (CUSTOMER): 87469 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1f76669b-5cc0-4774-bb40-f7c89bfe5e12_20250115T19:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I had um.
[CUSTOMER][NEGATIVE] Visit to my dentist and I noticed that, uh, the bill wasn't paid and I was wondering why.
[AGENT][NEUTRAL] OK, so you're the insured and there was a claim that was filed with APL that you're wanting the status of?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To find out why it was denied, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I don't know if it was denied or not. All I know is that I received a, uh, bill for services rendered.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, yes, sir. Well, I can help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] That would be.
[CUSTOMER][NEUTRAL] 02564938
[AGENT][NEUTRAL] OK, thank you one moment while I get your information pulled up please.
[AGENT][NEUTRAL] OK, so Mr. [PII], any information that I provide for you today will be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security purposes. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then the last piece of information to verify will be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] OK, Mr. [PII], so I do not, I do see that this is your dental policy, however, we have not received any claims for you on this policy. There are no claims on file for you.
[CUSTOMER][NEUTRAL] OK. Progra Dental submitted it when I got my teeth cleaned, um, maybe a few couple of weeks back, and then I had.
[CUSTOMER][NEUTRAL] A cavity field.
[CUSTOMER][NEUTRAL] So you're saying that they didn't.
[AGENT][NEUTRAL] Yes, sir. As of now, uh, this policy, yes, sir.
[AGENT][NEUTRAL] If they have filed it, Mr. [PII], we have not yet received it for review.
[CUSTOMER][POSITIVE] OK, well, I will make sure I give them a call.
[AGENT][NEUTRAL] Yes, sir. And one additional thing, Mr. [PII], have you created your profile in the online service center? When you received your ID cards?
[CUSTOMER][NEUTRAL] I don't think
[AGENT][NEUTRAL] Oops, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no one ever said that I needed to do that. uh, I didn't know that that was possible.
[AGENT][NEUTRAL] Sure, well, the portal will give you access to your ID cards, a copy of your policy information, and then it also gives you access to the claims that we've received and your explanation of benefits and if you were to ever have to file your own claim, you can actually do that through this portal. So I'm going to email you the user guide that explains how to set it up and how to use it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email is gonna, you'll get that in just a couple of minutes, Mr. [PII], and it will come from care team.
[AGENT][POSITIVE] [PII] and I will put APL in your subject line for you so that's easy to recognize but if you need any help in setting it up just give us a call back and we'd be happy to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You are certainly very welcome. And is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that was great, and thank you for your patience.
[AGENT][POSITIVE] Oh, well, you're very welcome. It was my pleasure in helping you today. So, if that is all at the moment, I hope you have a wonderful afternoon and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye bye.