AccountId: 011433970860
ContactId: 5f93280c-99e1-428f-9e42-5647bc794542
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326119 ms
Total Talk Time (AGENT): 141480 ms
Total Talk Time (CUSTOMER): 146865 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5f93280c-99e1-428f-9e42-5647bc794542_20250113T13:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I am calling to um ensure, to make sure that my um dentist insurance is active now because I had some issues with it. I had um
[CUSTOMER][NEUTRAL] A dentist appointment on the [PII] and when my dentist called, they said that.
[CUSTOMER][NEUTRAL] My insurance was not active, um, but my employer said that my insurance was active. There was a discrepancy from what my employer saw and what you saw on the insurance screen.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so I wanted to see if um that's resolved and then if I can file a claim for the appointment that I had on the [PII].
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh yes. It is 022856.
[CUSTOMER][NEUTRAL] 50
[AGENT][NEUTRAL] And can you verify your date of birth, mailing address, phone number, and email?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, the date of birth, it is [PII].
[CUSTOMER][NEUTRAL] Um, the address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your email and phone number, that was a lot.
[CUSTOMER][NEUTRAL] And then what else do you need?
[CUSTOMER][NEUTRAL] Um, the email is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let me check something real quick for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, I am showing that your policy is in fact active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in fact, if you wanted to view your policy benefits, you could create an online account at this time because your policy is active, and that is at secured.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I, I received an email to create my account. I just haven't done it yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. I just wanted to let you know of that option.
[AGENT][NEUTRAL] And yes ma'am, you can definitely file a claim. What we will need is an itemized bill from your dental provider.
[AGENT][NEUTRAL] With the procedure codes listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you create that
[CUSTOMER][NEUTRAL] Should I have them, should I have them call you and submit the claim?
[AGENT][POSITIVE] I'm sorry
[AGENT][POSITIVE] They can definitely do that. Have you paid for those services?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] Now, if they file the claim, the benefits would go directly to them.
[AGENT][NEUTRAL] So it might be in your best interest. Now if there's any overpayment, they should send that directly to you, but it might be in your best interest to go ahead and get that itemized bill from them and file it yourself so that benefits will go directly to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I get the itemized bill and after that?
[AGENT][NEUTRAL] You can, um, if you create that account online, you can upload the documents directly on your policy.
[CUSTOMER][NEUTRAL] What do I do?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If not, you can fax it directly to our claims department.
[AGENT][NEUTRAL] Or you can mail it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll probably do that submit it on the account.
[AGENT][NEUTRAL] Yeah, you can also choose direct deposit for those benefits to be directed directly deposited into your bank account if you create that account online.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So that's just another option for you.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][POSITIVE] And I'm so sorry you went through that. I, we do apologize for any inconvenience for sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know, it was just uh.
[CUSTOMER][NEGATIVE] You know, not very, uh, pleasant because I got there and they were like, oh no, they're saying that your insurance is not active. I was like, no, my employer says that my insurance is active and then I guess the two systems didn't communicate.
[AGENT][NEUTRAL] I would be like you, like, what do you mean it's not active. I know I have a policy.
[CUSTOMER][NEUTRAL] With each other or something.
[CUSTOMER][NEUTRAL] Yeah, exactly. So, I had to pay out of pocket and um.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, they told me to call back in a few days because it was the holidays too.
[CUSTOMER][NEUTRAL] Um, the [PII]'s and all that, so, you know, things get slower.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] But OK, sounds good thank you so much I appreciate it.
[AGENT][POSITIVE] Well, it has been such a pleasure to assist you, Miss [PII]. Anything else you can think of that I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm