AccountId: 011433970860
ContactId: 337dd44e-2525-449b-aafd-86adb3fad838
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 653419 ms
Total Talk Time (AGENT): 147500 ms
Total Talk Time (CUSTOMER): 99439 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/2025/05/06/337dd44e-2525-449b-aafd-86adb3fad838_20250506T19:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Memory and customer service. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, I, I don't understand why my, what's going on with my, um, I went to the dentist and I'm getting like, I don't understand what's going on why you guys aren't covering it. I'm like really confused what.
[CUSTOMER][NEUTRAL] I don't know, can you look up my my account?
[AGENT][NEUTRAL] OK, um, let me take a look.
[CUSTOMER][POSITIVE] I just got my, it was for my daughter and I. We just got a cleaning, X-rays, checkup. It was like really straightforward.
[AGENT][NEUTRAL] OK, so you wanna talk to somebody about your benefits?
[CUSTOMER][NEUTRAL] Well, I don't have your insurance anymore, but I went before my insurance ended and um.
[CUSTOMER][NEGATIVE] I lost my job, so, and now I'm getting a bill for it.
[AGENT][NEUTRAL] OK, so did you submit a claim and it gets denied?
[CUSTOMER][NEGATIVE] It didn't, I don't know if it's being pro I don't understand. I just, I, I, if someone could just look at it, it's very confusing to me.
[AGENT][NEUTRAL] OK. Um, what, what is your name?
[CUSTOMER][NEUTRAL] It's not clear, please.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Alright Miss [PII], and just in case we get disconnected, what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I mean it's canceled, but I think it's AP this is APL, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 02596197.
[AGENT][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] All right, Miss [PII], I just need to verify some information from you. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and you already gave me your phone number, so the last thing I need to verify is your email.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, Miss [PII], thank you so much for verifying all that information for me. I am gonna have to get you to someone over in our care team department to look over your policy for you and see why that's not being covered, OK?
[CUSTOMER][NEUTRAL] Oh, could you see that nothing's being covered?
[AGENT][NEUTRAL] No, ma'am. I'm, I apologize. I just thought that's what you were calling for.
[CUSTOMER][NEUTRAL] Does it say it?
[CUSTOMER][NEUTRAL] OK, yeah, I, I'm a little confused about it. That's why, yeah, if you could please, thank you.
[AGENT][POSITIVE] OK, no problem, Miss [PII]. Hold on just a moment. I'm gonna get somebody on the line for you and they can go over your benefits. You can tell them what you did and maybe they can.
[AGENT][NEUTRAL] Help you figure out what's going on, OK?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Oh, no problem. Was there anything else I could do for you before I transfer?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well thank you so much for calling APL and I hope you have a wonderful day. Hold on just a moment for me.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have an insured on the line. She is calling, uh, she's a little confused about her dental benefits. She's saying that she's having some issues getting some claims paid, I guess.
[CUSTOMER][NEUTRAL] OK, you have the policy number?
[AGENT][NEUTRAL] Yes, it is 259.
[AGENT][NEUTRAL] 61997.
[CUSTOMER][NEUTRAL] OK, for [PII] No [PII].
[AGENT][NEUTRAL] Yes, and she's calling. She said she submitted she has claims for her and her daughter, um, so I was like, OK, well I'll get somebody to, you know, look and see why those aren't being paid, and she was like, oh, so you see it's not being paid and I was like, I, I thought that's what you were calling for. I apologize, she said, well, I'm just confused and I'm like, OK, well I'll get somebody to look at your benefits for you and see what's going on. I see claims and in track for her and her daughter, but I can't see if they were denied or.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They just didn't pay or what so I don't know how to look at all that, but she's been verified and the phone number on the account is her callback number.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] All right, thank you, [PII], here she comes.
[CUSTOMER][NEUTRAL] Hi, this is [PII] on the care team. How can I help you?