AccountId: 011433970860
ContactId: 5ee33d74-094b-4d50-8fd5-a25fca0d0b88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203619 ms
Total Talk Time (AGENT): 117837 ms
Total Talk Time (CUSTOMER): 58097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5ee33d74-094b-4d50-8fd5-a25fca0d0b88_20250113T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I'm just calling. Uh, my son had some dental work done on [PII], that was, uh, a necessity, and his, uh, dentist's office gave us a medical paper, uh, with all the information so we can submit it to the insurance to see about reimbursement.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Yeah absolutely so I'm happy to help with that. You can file claims online, you can do them in the mail or you can send them through fax. Have you ever logged in online to the service center?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I have not. How do I, uh, how would I go about doing that? I can just, uh, do it that way.
[AGENT][NEUTRAL] So you would want to visit our website, which is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you get to the website, uh there is an option on the right hand side of the web page to sign in, log in you would just wanna click on I'm a new user and you'll need your uh policy information to create the log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then once you get logged in it's pretty pretty easy you just click upload files and it's under my claims to uh submit the claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. And how would we know like if it's something that would be, because we paid over $6000 out of pocket, how would we know if it would be getting reimbursed?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, once the claim was um processed, of course you would have a decision as far as what the benefits payable were for the services rendered, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the payment would either be sent via check or direct deposit depending upon if you've set up direct deposit, um, there's not a way for me to know right off the bat like looking at the policy exactly what you would be reimbursed unfortunately, the claim would have to be examined first.
[CUSTOMER][NEUTRAL] OK. Do you know how long that may take?
[AGENT][NEUTRAL] Generally once a claim is submitted we ask for 5 to 7 business days to process and we'll send you updates once you uh create that online portal we'll send you updates regarding the status of claim as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And uh how would we go about setting up direct deposit?
[AGENT][NEUTRAL] So once you get logged into your account, um, you'll see under my account there's a tab that says my preferences and there's payment information in there where you can put in your uh routing number and checking number for direct deposit.
[CUSTOMER][POSITIVE] OK, I will go do that, uh, today. Thank you, ma'am.
[AGENT][POSITIVE] Very welcome. If you have any questions or concerns once you get there, please feel free to call us back, OK?
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.