AccountId: 011433970860
ContactId: 5c4f5c51-99f3-4f50-acbf-1e6f2c8fce92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365160 ms
Total Talk Time (AGENT): 70175 ms
Total Talk Time (CUSTOMER): 246826 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5c4f5c51-99f3-4f50-acbf-1e6f2c8fce92_20250324T17:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm checking on uh.
[CUSTOMER][NEUTRAL] My dental insurance, uh.
[CUSTOMER][NEUTRAL] I don't have my card on information like that.
[AGENT][NEUTRAL] I'd be happy to assist with your insurance. Um, we can use your social if you don't have your um card number.
[CUSTOMER][POSITIVE] I'd be happy to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you the primary on the account?
[CUSTOMER][NEUTRAL] Yes, that's the same thing.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I might be giving you a phone number, uh, um, uh, OK, my [PII]. I gave my husband the phone number.
[CUSTOMER][NEUTRAL] The last 4 sorry about that.
[AGENT][NEUTRAL] Alright, and
[CUSTOMER][NEUTRAL] information.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][POSITIVE] That's the right one. [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ms. [PII], if you can verify your date of birth and email address.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and how can I assist with your dental benefits today?
[CUSTOMER][NEGATIVE] What it is, I, I had uh some dinner work did at [PII] didn't you and uh they told me they was filing with you, with you uh with your company, but they didn't.
[CUSTOMER][NEUTRAL] And uh so I talked to them maybe like the beginning of this month and they told me they gonna send it back through again so I'm just checking to see if they file because I'm paying this year, but.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Oh, it's been a couple of months.
[CUSTOMER][NEUTRAL] I had it done in, uh, I think it was maybe December.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file since September, uh, excuse me, not even I'm sorry, not September, [PII].
[CUSTOMER][NEUTRAL] OK, well, I just had the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is the last data service that we have.
[CUSTOMER][NEUTRAL] And how much was that for?
[AGENT][NEUTRAL] That was for.
[CUSTOMER][NEUTRAL] 1025.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We paid $111.
[CUSTOMER][NEGATIVE] OK, but they didn't, when I got the dentures, they didn't send that in to you all. And, and what happened, they told me it was gonna cost me $900 and I'm like, we think of this in the beginning and it was supposed to be, they didn't send it to you all. I have another insurance I I work part time at the school board this uh you know something.
[CUSTOMER][NEGATIVE] Uh, and they send it through that, and they don't pay but $200 so they send it to that and they pay $200.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] If I can get the date and everything, I can give you all the information to go through them or how, you know, I just have to keep waiting for them to tell me they got in touch with y'all and y'all haven't asked them back.
[AGENT][NEUTRAL] Well I mean they haven't sent us nothing to process, so you would just ask them if they're gonna.
[CUSTOMER][NEUTRAL] I know, but I'm sorry I.
[CUSTOMER][NEGATIVE] But they, they're lying to me because they're supposed to sent this to you all before the [PII] of the year, and she told me that they sent it, and then the uh girl I talked to another lady, so there's two of them in there and, and she said, well, I think she sent it, and then she go back to, give me a little more time. They take time to process this stuff and do this stuff. So then I come back again uh in March, and she told me she said, I'm gonna give them a call.
[CUSTOMER][NEGATIVE] And uh and see if they uh got that because I, I've been sent that to them, but they keep telling me they've been sent it to you all.
[AGENT][NEUTRAL] No, ma'am, they have not sent it to us.
[CUSTOMER][NEGATIVE] And they're not they're buying it.
[CUSTOMER][NEGATIVE] OK, well let me go deal with these people again.
[CUSTOMER][NEUTRAL] Because, you know,
[CUSTOMER][NEUTRAL] Paying that kind of money and the only reason why I paid it because they had already pulled my teeth so I didn't wanna walk around without it and deal with them. Then I wanted to just go on and get my teeth then uh get this cleared and I think I made a mistake doing that. But, uh, OK then I'm just checking to see, so I'll let them know I talked to you all and uh a claim haven't came through yet.
[CUSTOMER][NEUTRAL] And they still telling me they've been saying it.
[CUSTOMER][NEUTRAL] Like a
[AGENT][NEUTRAL] Yeah, we don't have it so um when you talk to them just ask them to give you the paperwork so you can send it in your cell because.
[CUSTOMER][NEUTRAL] If you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They don't really, I guess if they got their money there's no incentive for them to send it in.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] OK, I'm gonna look because at one point I had that paperwork, but the receipt when uh when I first got it, but then after they send it doing and everything, I, I don't know, I misplaced. I just need to try to find it, but I will ask them to give me a copy of it so I can see what is they send it to y'all because I don't know that's a lot that's 900 some dollars that they need to give me some of that back.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK then I'm, uh, I thank you very much for listening to me. Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's it. Thank you, ma'am. You have a blessed.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day. You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.