AccountId: 011433970860
ContactId: 3890b29f-379c-46bc-8784-80e05b7ee091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314579 ms
Total Talk Time (AGENT): 85571 ms
Total Talk Time (CUSTOMER): 148990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/3890b29f-379c-46bc-8784-80e05b7ee091_20250227T16:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to find out was uh a a claim filed for my uh dental.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have that on hand, so.
[AGENT][NEUTRAL] OK. Do you have your social security number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your email address, please?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you wanted to know if there was a claim filed on your policy?
[CUSTOMER][NEUTRAL] Get out.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service was it for?
[CUSTOMER][NEUTRAL] It was last month, but it's uh Louisiana dental.
[AGENT][NEUTRAL] So it was for [PII]?
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] Oh, it's for [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Well, they might have filed it in [PII]. What happened when I went to the dentist, I had a second one policy, but it wasn't that much. So they filed it on the one that was $200.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm like, this is not the one. So they said they gonna send it back. So they gonna send it to you all.
[CUSTOMER][NEUTRAL] So it would have been in either January or December.
[AGENT][NEUTRAL] The, hold on just a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, the last, the last claim that I see was filed was 87-24.
[CUSTOMER][NEGATIVE] You lost the car.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I think the problem is.
[CUSTOMER][NEUTRAL] And how much was that one?
[AGENT][NEUTRAL] How much was the bill?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Sit down.
[AGENT][NEUTRAL] Hold on one moment. I'm trying to pull it up, OK?
[CUSTOMER][POSITIVE] Yes, ma'am, no problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sit down and keep still.
[CUSTOMER][NEUTRAL] Turn around.
[CUSTOMER][NEGATIVE] Let me take you outside and rip you.
[CUSTOMER][NEUTRAL] Take your butt up and it was uh.
[CUSTOMER][NEUTRAL] Sit down.
[CUSTOMER][NEGATIVE] Don't do that. That stuff gonna fall out of there.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Keep being bad.
[CUSTOMER][NEUTRAL] patients.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, the total charges for this bill was 303 and we paid 111.
[CUSTOMER][NEUTRAL] OK, so that's not too much. OK, I need to call them again because uh.
[CUSTOMER][NEGATIVE] They, they said that they sent it to the wrong one and they're gonna send it to you all. We they supposed to did it and that should have been around either like I said December or January.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm gonna give them a call and see I straighten this out.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like me to give them the fax give you the fax number and they can fax it to us?
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah. Tell me when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 9463
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 23 OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you very much, ma'am.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] No