AccountId: 011433970860
ContactId: 4f09fce5-7894-4062-8cf5-a1fa760a5a51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426790 ms
Total Talk Time (AGENT): 172673 ms
Total Talk Time (CUSTOMER): 124064 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4f09fce5-7894-4062-8cf5-a1fa760a5a51_20250520T14:18_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I'm checking on a claim. Uh, I had a root canal done on [PII] and it still hasn't been paid on. Can you check on that for me please, ma'am? I've got my policy number here.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to check on a claim for yourself. Is that correct, the status of it?
[CUSTOMER][NEUTRAL] Well, uh, the, the dental office said that they filed it, but it still hasn't been paid on. I got an EOB on, uh, from that date from y'all, uh, for $15.12 and of course that that benefit name it says not found not paid, but the crown, um, part was not on the EOB so I'm just checking if she said she's filed it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yes, ma'am. Well, I'll be happy to take a look at that for you. So Miss [PII] off, what's a good callback number for you?
[CUSTOMER][NEUTRAL] From the dental
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] 616-609
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments please to get your policy information pulled up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Miss [PII], I will have to verify several things with you first for security and also any information that is provided today will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me, so again that is your best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Correct, that's my cell.
[AGENT][NEUTRAL] OK, thank you. And then I do need to add an email address for you, Ms. [PII]. What email would you like to have on file?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, that's [PII], I'm sorry, let me start that again. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said that the data service was 219 of 2025, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've got the amount here if you need that as well that you billed for.
[AGENT][NEUTRAL] OK, give me just a moment to look at a couple of things because on that data service, the only thing we show is that $15.12 so give me just a second.
[CUSTOMER][NEUTRAL] Yeah, that's all I got to
[AGENT][NEUTRAL] Mhm. So that's what I see, so one moment.
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] OK, so I'm looking at the claim form, Ms. [PII], and that is the only code that was submitted on this claim form.
[CUSTOMER][NEUTRAL] OK, I will call her now and let her know that I was afraid she didn't file it for some reason, but she swore she did, so I'm gonna call her and have her re refile.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. Yes, ma'am, you can do that and then, uh, let's see.
[AGENT][NEUTRAL] Yes, because you said that you did receive that EOB, right?
[CUSTOMER][NEUTRAL] Um, I did get the ELB and that was for the [PII], yes ma'am, I got it on, uh, well, it's dated [PII].
[AGENT][NEUTRAL] And you said that it should also have been for a crayon, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, and that amount is on the crown is 64934.
[AGENT][NEUTRAL] OK, and I'm also going to send you an email um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII], with the user guide for our portal, our portal is called the online service center, and this user guide will explain how to set up your profile so that you'll have access to your information online as well so you can see what we have and that email that you're gonna receive and actually I just sent it, it's going to come from [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And I did put APL in your subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I appreciate your help, Miss [PII], and I'll give, uh, I, I'll have her file it again or file it for the first time at least didn't get on there the first time.
[AGENT][POSITIVE] All right. Well, you are certainly welcome.
[AGENT][NEUTRAL] OK. Yes, ma'am, because it, yes, because the only code that's on the claim that we received for 219-2025 is that one that you received the EOB for.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK alright I appreciate your help.
[AGENT][POSITIVE] All right. Well, you're certainly welcome. So if that is all I can help you with today, then thank you again for calling ATL Ms. [PII], and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you, bye bye.
[AGENT][POSITIVE] Uh thank you. Bye bye.