AccountId: 011433970860
ContactId: 6e5bbcbe-76c9-4d41-9716-b698c7e7054e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367959 ms
Total Talk Time (AGENT): 192504 ms
Total Talk Time (CUSTOMER): 109311 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6e5bbcbe-76c9-4d41-9716-b698c7e7054e_20250528T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII], and I'm needing to make sure that my policy is in good shape and so forth before I give the info to my dentist for my regular cleaning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. [PII], I, mhm.
[CUSTOMER][NEUTRAL] So I have policy number oh, do you have?
[CUSTOMER][NEUTRAL] My info there already?
[AGENT][NEUTRAL] Yeah, I was just
[AGENT][NEUTRAL] No, sir. um, can I get your callback number though just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And you're wanting to check to make sure your policy is still active. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, basically, and if you have regular cards that would be helpful to send or email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And [PII], may I please get your policy number now? Thank you, sir.
[CUSTOMER][NEUTRAL] 024726667
[AGENT][NEUTRAL] OK, let me look that.
[CUSTOMER][NEUTRAL] Is from card.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that.
[AGENT][NEUTRAL] I'll need for you to please verify your policy for me. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then also your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Email address you should have is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] And then your phone number that's on the policy, sir.
[CUSTOMER][NEUTRAL] Should be this one, the [PII], the one I just gave you [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying all of your information for me [PII], and I do show that your policy is active, um, and current.
[AGENT][NEUTRAL] And everything looks good on it from where I'm looking now. I can um request some cards to be mailed to your home address and then if you need them before they get to you, you can always uh sign up for the online service center and download a copy of your card there also.
[CUSTOMER][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] Address for that.
[AGENT][NEUTRAL] The the online service center is secured S E C U R E D.
[AGENT][NEUTRAL] [PII] like Apple Michael AM public.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And when you the first sign up on there, the first option is gonna that you're gonna choose as you're a new user.
[AGENT][NEUTRAL] And then the second option is gonna be you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK, have, have you received the claims from my dentist for last year or so far this year?
[AGENT][NEUTRAL] Let me check for you, sir.
[AGENT][NEUTRAL] Would it be for yourself?
[AGENT][NEUTRAL] Or another family member.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yourself, OK.
[CUSTOMER][NEUTRAL] Myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, looking at your policy, sir, I don't see that any claims have been submitted.
[AGENT][NEUTRAL] For yourself.
[CUSTOMER][NEGATIVE] OK, that's what I was afraid of.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But this is a good thing, [PII], you.
[CUSTOMER][POSITIVE] All right, so the best thing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can let them know that we do not have a timely filing limit.
[AGENT][NEUTRAL] So anything that you've had done after [PII] to present can be submitted at any time because the effective date of your policy is [PII], so as long as your policy was active on the date of service, a claim can be sent in at any time.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] So they can resubmit if you if.
[CUSTOMER][NEUTRAL] Yeah, then they just need the policy number and the group number, or would they need anything else?
[AGENT][NEUTRAL] Yes sir, you'll need um the policy number, group number um we have a payer ID number that you can give to them if you wanna get that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] And that will allow them to be able to file electronically.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, well I'll pass this on and.
[AGENT][NEUTRAL] OK, and, and I'm.
[AGENT][NEUTRAL] Yes sir, and I'm getting these cards ordered for you right now to be mailed to your home address, sir.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII].
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with, Mr. [PII], before we go?
[CUSTOMER][NEUTRAL] Yeah, I think that's it.
[AGENT][POSITIVE] OK, well you have a great evening and thank you for calling APL sir.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.