AccountId: 011433970860
ContactId: 6983261c-b09f-40fd-b124-26f9b8bd762d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211619 ms
Total Talk Time (AGENT): 63040 ms
Total Talk Time (CUSTOMER): 113155 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/6983261c-b09f-40fd-b124-26f9b8bd762d_20250321T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, so I was um filing it. hello? Are you there? Hello? OK. um, so do you want my policy number?
[AGENT][NEUTRAL] Yes, I'm here. Yes, I'm here.
[AGENT][NEUTRAL] Well, first, I'll need your name and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Dear [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] 02516045
[AGENT][NEUTRAL] Thank you, [PII]. Now, please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] Uh [PII], [PII], I mean, uh, [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][POSITIVE] Yes, ma'am. And how can I help you?
[CUSTOMER][NEUTRAL] OK, so I, I, I'm not sure how to file a claim. I think I did it correctly. I have an online, I, I'm online on your online um claim form.
[CUSTOMER][NEUTRAL] And my claim, I mean the section of my claim.
[CUSTOMER][NEUTRAL] And I uploaded my um
[CUSTOMER][NEUTRAL] Uh, I was on my, my insurance, um.
[CUSTOMER][NEUTRAL] Website and so explanation of benefits statement.
[AGENT][NEUTRAL] Um, yes, ma'am. I do show where we received, I do show where we received both of your claims, and you would need to allow 7 to 10 business days for processing, but I do show where we received them today. You just sent them today?
[CUSTOMER][POSITIVE] So it shows like what I want.
[CUSTOMER][NEUTRAL] Yes, because one of them says received date and then the other one doesn't it and then also amount paid but that that amount paid is when you guys reimburse me.
[CUSTOMER][NEGATIVE] Because it says 0 or does it, is that supposed to be how much I've already paid that I need reimbursed?
[CUSTOMER][NEUTRAL] Is it done correctly I guess.
[AGENT][NEUTRAL] Yeah, it
[AGENT][NEUTRAL] Yeah, I show so far it's done correctly because we received it. Um, I show that it has not been reviewed yet, so nothing's been paid out or.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. I just showed that we have received it.
[CUSTOMER][NEUTRAL] OK. So once the mouth.
[CUSTOMER][NEGATIVE] OK, so that amount paid, that's when you guys reimbursed, right? It's not what I've paid already.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] Oh, OK. All right, yeah. So that's what I was, uh, wondering. And then is this, is my policy just for medical or is it also for dental gap?
[AGENT][NEUTRAL] Um, I'm showing this policy is only for medical.
[CUSTOMER][POSITIVE] OK, alright, just making sure that I take that I could get my dental money back. OK, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Every day.
[CUSTOMER][POSITIVE] That is it thank you have a good day.
[AGENT][POSITIVE] Mhm. Thank you again, [PII] for calling ATL. You have a great day as well. Mm, bye.
[CUSTOMER][NEUTRAL] Bye