AccountId: 011433970860
ContactId: 6a6bb76c-5cfa-4822-8d9d-d4e09eccdaa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252190 ms
Total Talk Time (AGENT): 120913 ms
Total Talk Time (CUSTOMER): 118645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/6a6bb76c-5cfa-4822-8d9d-d4e09eccdaa0_20250220T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. It's [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I just got a call from my dentist office, um, saying that there was some problem with processing.
[CUSTOMER][NEUTRAL] Um, my latest, I went, I had an appointment and um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] On the [PII] of this month.
[CUSTOMER][NEUTRAL] And um I, I don't they said that that y'all were gonna contact my employer while I'm retired. I've been retired for years.
[CUSTOMER][NEUTRAL] So, I don't know.
[AGENT][NEUTRAL] OK. And what's your um name and policy number, please?
[CUSTOMER][NEUTRAL] Um [PII], uh I don't have my policy number, but I have my ID number.
[AGENT][NEUTRAL] OK, uh, what's that ID number?
[CUSTOMER][NEUTRAL] 602-507
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and do you have a callback number in case our call drops?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, [PII], uh, my mailing address is [PII] or [PII]. What else did you ask me?
[AGENT][NEUTRAL] OK. And uh your email address?
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] OK, thank you so much. And you said that the provider said that we were waiting for eligibility for your claim?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I show that claim.
[CUSTOMER][NEUTRAL] They got some kind of notice, OK.
[AGENT][NEUTRAL] Oh, OK. Well, I do show the claim was received, processed, and um looks like payment has been sent to the provider. So it could have been held, but I show that it's been processed and released on the [PII].
[CUSTOMER][NEUTRAL] How much were they gonna pay? OK, I'm sorry.
[AGENT][NEUTRAL] Um, I know, you're fine. Um, it looks like 55 for a total, 15 for the visit, and 40 for the cleaning.
[CUSTOMER][NEUTRAL] OK, so 55, 15, and 40.
[CUSTOMER][POSITIVE] So I'll owe them the balance oh OK I'm sorry.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Oh no, no, you're fine. The total is $55 that was paid.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. 00, OK, alright, 15 $55 out of $217 that's what was paid?
[AGENT][NEUTRAL] Yes, ma'am. It looks like they paid for the exam and the cleaning, and it looks like for the bike wing, um, let me see.
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] It was a benefit was applied towards the deductible.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] And when was it supposed to go to the dentist's office, the payment?
[AGENT][NEUTRAL] Uh, it's processed [PII], so the payment was sent out on the [PII], which was Tuesday.
[CUSTOMER][NEUTRAL] The [PII], so this is just Thursday, so maybe they just didn't get it yet.
[CUSTOMER][NEUTRAL] Or does it go out? They should have gotten it, huh?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, it will go out the next day, so hopefully it's probably taken a while uh check is sent through, you know, snail mail, so they probably just hadn't.
[CUSTOMER][NEUTRAL] Oh, is it check? OK. OK. All right.
[AGENT][NEUTRAL] Yes, ma'am. They just probably hadn't received it yet.
[CUSTOMER][NEUTRAL] So check sent to [PII] so I can just call him and tell him to.
[CUSTOMER][NEUTRAL] Look forward, huh?
[AGENT][NEUTRAL] Yes, ma'am, or if they need to give us a call, we can let them know um as well and that it's uh been released and the payment has been sent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, OK, I'll call him back thank you so much.
[AGENT][NEUTRAL] You are welcome, Ms. [PII], and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, I thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.