AccountId: 011433970860
ContactId: 386cf411-d2e5-4f16-bd3c-73f82097b543
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236339 ms
Total Talk Time (AGENT): 126904 ms
Total Talk Time (CUSTOMER): 69560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/386cf411-d2e5-4f16-bd3c-73f82097b543_20250317T15:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is uh [PII]. I have insurance and stuff through you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to get a dental bill paid here. There's like I guess uh somebody told him that I don't have dental insurance, but I have it taken out my check every week.
[AGENT][NEUTRAL] Hmm. All right, let's take a look. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the number is 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 12873
[AGENT][POSITIVE] Alright, thank you so much. Give me just a moment, let me pull this up.
[AGENT][NEUTRAL] OK. And then for security, if I could please verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] 26148
[AGENT][NEUTRAL] OK, so yeah, everything is still active. There's not any sort of lapse in coverage here, so that's strange, [PII]. Let's see.
[CUSTOMER][NEUTRAL] Well, the bill was from, uh, Hardy's Dental Associates.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, so if you would like to file the claim yourself and uh to pay the provider you can do that and um the claim can be submitted online. We accept claims also via fax and then they can also be put in the mail so it's really up to you what you feel like is easiest.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Can we just uh give them the information so they can file it?
[AGENT][NEUTRAL] Yeah, absolutely. So they should, yeah, they can definitely electronically file it on their end, um.
[AGENT][NEUTRAL] Not sure. I don't need
[CUSTOMER][NEUTRAL] So I thought all they need is the policy number.
[AGENT][NEUTRAL] Yes, ma'am. And then, um, I don't know. Let me look at your card and see. Give me just one moment, Ms. [PII]. Let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Because if there's a payer ID on there too, they can just electronically do it that way and then we'll submit payment to them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I was just gonna check and see if it's on the card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, I'm happy to give you the payer ID that you can provide to them if you would like.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your policy has been effective since the date on your card, uh, the [PII]. They can call us the number you called to verify that there's been no lapse in coverage, so.
[CUSTOMER][NEUTRAL] OK, I appreciate that. You said that payer ID is 60801?
[AGENT][NEUTRAL] Yes ma'am and if you let them know that they'll know exactly what that means and uh they can file the claims with that uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] My pleasure. Anything else I can help with?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] Right, thank you for calling APL have a blessed day.
[CUSTOMER][POSITIVE] OK. Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.