AccountId: 011433970860
ContactId: 36beaca5-2528-47c8-925f-51aa14f5a6d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312649 ms
Total Talk Time (AGENT): 130903 ms
Total Talk Time (CUSTOMER): 120681 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/36beaca5-2528-47c8-925f-51aa14f5a6d0_20250310T19:20_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] and it is.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and my policy number is 607-536. I'm calling to review my uh premiums and benefits.
[AGENT][POSITIVE] OK. Well, I can definitely help you with both your premium and your benefits. And may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Powerful.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And I have your policy here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII], [PII], and that's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing the premium for your policy is $33.20.
[CUSTOMER][NEUTRAL] Is that a month or what?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] That's a month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you said you wanted to go over your benefits as well. Let me see what policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then in.
[CUSTOMER][NEUTRAL] In the.
[AGENT][NEUTRAL] So I'm just waiting for it to come up here hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] There was, there was one little section of chapters they didn't find.
[AGENT][NEUTRAL] OK, so you have $1000 per calendar year to use for your dental expenses. There is a $50 deductible, um, but that doesn't apply to like your cleanings or your um exams.
[AGENT][NEUTRAL] You have the oral evaluations are once every 6 months, um, trophies and cleanings are once every 6 months, bite wings, which are, um, your
[AGENT][NEUTRAL] Photos or images are once every 6 months, full mouth X-rays and panoramics once every 3 years.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It also covers major expenses, so crowns and bridges are once every 5 years, um, partials and dentures are once every 5 years.
[AGENT][NEUTRAL] Periodontal cleaning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, let me, let me, let me see. I recently had uh um some work done at Diamond Bar, uh, a dental, dental office in [PII]. Can you look and see for a claim that was, uh, submitted if anything was paid on that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, um, what was the date of service?
[CUSTOMER][NEUTRAL] The date of service was
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] Uh, let's see what was the date of service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Also doing so.
[AGENT][NEUTRAL] Yes, there's a claim on file for [PII]. Let me see who the provider is on here.
[CUSTOMER][NEUTRAL] At first
[CUSTOMER][NEUTRAL] That's really
[CUSTOMER][NEUTRAL] A correction for like a
[AGENT][NEUTRAL] Looks like it's for um [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, we paid $470 towards the claim.
[CUSTOMER][NEUTRAL] Longer
[CUSTOMER][NEUTRAL] OK, and when was that payment made?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Tell me.
[CUSTOMER][NEUTRAL] for
[AGENT][NEUTRAL] Um, we mailed the check out on [PII].
[AGENT][NEUTRAL] But it's coming from [PII], so I don't, they may not have received it yet.
[CUSTOMER][NEUTRAL] OK, alright, thank you very much. Yeah, they probably have not, so y'all don't do electronic payments, y'all do mail?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] To the providers, yes, like if it was a claims payment to you, you will have the option of like direct deposit, but not to the providers.
[CUSTOMER][POSITIVE] OK. All right, thank you so much. Mhm.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it. Mhm, bye-bye.
[AGENT][POSITIVE] Alright. Thanks for calling ATL. Have a great week. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.