AccountId: 011433970860
ContactId: 399e9669-268d-4fd9-a142-98fd237385e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484269 ms
Total Talk Time (AGENT): 141019 ms
Total Talk Time (CUSTOMER): 209774 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/399e9669-268d-4fd9-a142-98fd237385e2_20250311T18:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. My policy number.
[CUSTOMER][NEUTRAL] Is 00593610.
[CUSTOMER][NEUTRAL] And the reference number is 00593610 and I don't know whether I've got the right extension or not but uh I need to verify uh the checks that were paid against my.
[CUSTOMER][NEUTRAL] Uh, insurance and
[CUSTOMER][NEUTRAL] [PII] I think there might, I, I have three notices but I think there might be another one or two that I did not receive.
[AGENT][NEUTRAL] You want to know all the dates that you were billed for in [PII]?
[CUSTOMER][NEUTRAL] Well, I want to know that uh I see the, the 3 I've got 1, I can give you the dates that I have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have uh the evidence I have, one is [PII], 1 is 57, and one is [PII], but I think there should be another one or two.
[AGENT][NEUTRAL] Hold on 6.
[CUSTOMER][NEUTRAL] And I need the full amount actually for the year that uh the the all of the benefits paid in the year [PII] is what.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I guess I'm trying to tell you.
[AGENT][NEUTRAL] You need
[AGENT][NEUTRAL] So you need the total balance paid towards your premium, the amount of the premiums you paid for [PII], your total.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, no, not the premiums, the checks that were issued to the dentist.
[AGENT][NEUTRAL] Oh, wait a minute.
[AGENT][NEUTRAL] So you need a total of your claims payments that were made to the provider?
[CUSTOMER][POSITIVE] Yes, ma'am, that's exactly what I need.
[AGENT][NEUTRAL] OK. And um I have your policy here. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that. And um can you verify your date of birth, your mailing?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A long time ago.
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] I think you mailed it to. I've got two addresses. I'm not sure which one you mailed it to. One is [PII], and the PO box in town is [PII]. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's it, and thank you.
[CUSTOMER][POSITIVE] I live on the top of a mountain quite a ways away from anybody, and so we have the important mail goes to town so the wind doesn't blow it away.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Well, thank you so much for verifying.
[CUSTOMER][NEUTRAL] I'm about 1 mile. I live 1 mile away from the mailbox.
[AGENT][POSITIVE] Oh my goodness, but I bet it's peaceful though.
[CUSTOMER][POSITIVE] Well, it used to be. Uh, [PII] is getting more crowded and more crowded, and there's more houses popping up on the fence line. You know, don't complain, it's a beautiful place. I'm at the foot of the Sanre [PII] and uh I live on a ranch, and it's, I'm luckier than most.
[AGENT][NEUTRAL] Oh, you?
[AGENT][NEUTRAL] Um, mhm.
[AGENT][NEUTRAL] Well, it sounds beautiful. Um, let me do this. It looks like we processed 1234 claims in [PII]. Do you mind if I place you on just a brief hold and I can get the dates of each claim and well it looks like you had most of them, you missed [PII] and [PII], but the other three you had.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] But I, I've only got 3 and I gave you the date.
[CUSTOMER][NEUTRAL] And like I said, maybe they went to the wrong address and the wind blew them away. I don't know, but.
[AGENT][NEUTRAL] OK, hold on, what, so did you want like a copy of the explanation of benefits sent to you or you just want to know what the total was?
[CUSTOMER][NEUTRAL] Well, today I'm working on income tax, so I need the total today and then I would appreciate it if you would send me the, the missing uh notices.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, I definitely can.
[CUSTOMER][NEUTRAL] A payment
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] I said I definitely can.
[CUSTOMER][POSITIVE] OK, I would appreciate that.
[AGENT][NEUTRAL] You're welcome. Um, hold on just one moment and I'm gonna get the total for the claims paid in 2024 for you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] We have 8224.
[AGENT][NEUTRAL] We have 6, 1224.
[AGENT][NEUTRAL] We have 57, 24.
[AGENT][NEUTRAL] And we have 5 to 20 votes.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. So there was a total of $1000 paid towards your um dental claims for [PII].
[CUSTOMER][NEUTRAL] OK, and the ones um.
[CUSTOMER][NEUTRAL] That I need, I've got uh the explanation or whatever they call the, you know, sheet you send me. I've got the one for 52, the one for 57, and the one for 612, and I need whatever else, however many one or two others.
[AGENT][NEUTRAL] OK, so outside of those three, it's just one more for [PII]. I'll go ahead and send that to you.
[CUSTOMER][NEUTRAL] I do appreciate your help. I'm in a better mood now. I hate income tax.
[AGENT][POSITIVE] Me too. Well, you're very welcome.
[CUSTOMER][NEUTRAL] I wish
[CUSTOMER][NEGATIVE] They leave us on mountain ladies alone. Good Lord, I'm [PII] and I live, you know, forever away from town and they still bother me. You suppose they'd come and get me?
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] No, they ain't gonna come get you.
[CUSTOMER][POSITIVE] OK, well, I'm being facetious, but I do appreciate your help. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. OK, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.