AccountId: 011433970860
ContactId: 50c8fad0-3c45-4b24-82f8-3ac3b82a31e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294429 ms
Total Talk Time (AGENT): 150750 ms
Total Talk Time (CUSTOMER): 111329 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/50c8fad0-3c45-4b24-82f8-3ac3b82a31e5_20250207T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][NEUTRAL] I'm all right. Hey, I had a quick question for you. Um, I have a dentist appointment and, and I had paid for it out of pocket, correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and they told me you all would be rebilling the money back out to me that I had to pay for out of pocket.
[AGENT][POSITIVE] Oh yeah, um, so if they did charge you up front you can absolutely file that claim um and we can reimburse.
[CUSTOMER][NEUTRAL] OK, so all I have to find a claim first for to be, uh, in order for it to be reimbursed.
[AGENT][NEUTRAL] Yes, unless they did, um, I would confirm with them it's possible that they could file the claim with us and reimburse you, um, but they had charged you already and you did pay out of pocket, um, I feel like it would make more sense for you to, OK.
[CUSTOMER][NEUTRAL] Yeah, I think they did say.
[CUSTOMER][NEUTRAL] Yeah, I think they did say they did send, send the file or something like that. I think they did say they was gonna send it in also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But my thing was that were, my thing with the only thing I had with that were I wanted to know what address was on here just in case when the money do get sent out, I want to make sure it was at the current address that I'm currently at now.
[AGENT][POSITIVE] We can absolutely make sure we've got the right address for you um I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and [PII], uh, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number 02521268.
[AGENT][NEUTRAL] Alright, thank you, and then can I just verify some information um can I get your date of birth please?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you alright and what is that uh address supposed to be for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It probably had 4732 on there at first, but I'm currently not at that address anymore.
[AGENT][NEUTRAL] Got you, yes, that is the one that we have, so the correct one was [PII]. I'm sorry that was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] [PII]. OK, sorry about that. [PII].
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Was it
[AGENT][NEUTRAL] I'm sorry, what was the city?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, the city in [PII], I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and that zip code please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that was [PII]?
[CUSTOMER][NEUTRAL] No ma'am, [PII].
[AGENT][POSITIVE] Yes, yes, OK, that's what I got sorry.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, OK.
[AGENT][NEUTRAL] OK, so I will get that updated.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] OK. And uh would you be able to tell if a, if a policy, uh, if have a claim been made already?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can absolutely check that. Let's see. Um, when did you go, uh, to the dentist?
[CUSTOMER][NEUTRAL] Um, that would have been not today [PII].
[AGENT][NEUTRAL] OK, a couple days ago so I'm not showing that we've received anything just yet, so, uh, it does depend on how they're sending that information to us of course if they're mailing it it's going to take just a little bit longer, um, but we will be able to see once it's been received, uh, from that point generally takes about, uh, it can take about 7 to 10 business days for it to process, um, but we will at least be able to see when it was received. So if you wanted to just, I, I would touch base with them just to make sure that they did.
[AGENT][NEUTRAL] Um, and then we can kinda go from there if they said that they did, you're more than welcome to give us a call whenever you'd like, uh, just to check to see if we've got that.
[CUSTOMER][NEUTRAL] OK, OK, and how would I be able to get in contact with you if I need to do so?
[AGENT][NEUTRAL] Uh, just the same number that you called, um, it's uh our direct or our line is uh [PII].
[CUSTOMER][NEUTRAL] OK, so there's no special um extension in that for me to get in contact with you?
[AGENT][NEUTRAL] Oh no sir that's um anyone on our team would be able to check and verify that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thanks for giving us a call [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] And you too.
[AGENT][POSITIVE] Thank you, bye bye.