AccountId: 011433970860
ContactId: 78fe3754-f9e7-45fe-bbd6-dfdec8119512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494470 ms
Total Talk Time (AGENT): 154019 ms
Total Talk Time (CUSTOMER): 211795 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/78fe3754-f9e7-45fe-bbd6-dfdec8119512_20250318T15:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling regarding my dental policy.
[CUSTOMER][NEUTRAL] Uh, is there any way you could say you could bring it up for me?
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with those benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] Is there any other way you can pull it up? I'm legally blind so I can't see the the page that give it to you.
[AGENT][NEUTRAL] I'm sure I could pull it up by your social.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment. I'm waiting on my system.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. Now, please verify your first and last name again and
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] Yes, ma'am. And how can I help you?
[CUSTOMER][NEGATIVE] Um, I called last week or so. The policy had lapsed. I didn't get the bill, um, but you don't figure out I'm not getting the bill because it's happened before and my daughter's been in the payment and she told me that they were going to reinstate it and also process any claims that had come through and at that time.
[CUSTOMER][NEUTRAL] None had come through. Well, I got uh an explanation of benefits that some claims had come through so I'm just checking to see where we are in the process of reinstating and processing those claims.
[AGENT][NEUTRAL] OK. Yes, ma'am. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I think I spoke with [PII].
[AGENT][NEUTRAL] Yes, ma'am. I see where you spoke with her in the notes and she put it in the notes that um you sent in a payment. And actually, I'm showing that everything is still pending at this time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK. When should I check that?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I, um, the dentist called yesterday and I told him to give it another week and um.
[CUSTOMER][NEUTRAL] I told them to resubmit it. Would they need to resubmit it or it would just, you know, automatically just process?
[AGENT][NEUTRAL] It should automatically just process because I'm not showing it on file yet.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] But I did get the the denial letter. I got that.
[CUSTOMER][NEUTRAL] A few days ago?
[AGENT][NEUTRAL] So for what
[CUSTOMER][NEUTRAL] And it was on my husband.
[AGENT][NEUTRAL] OK, what date of service was the claim? Let me look that up.
[CUSTOMER][NEUTRAL] Oh goodness I don't.
[AGENT][NEUTRAL] It was
[CUSTOMER][NEUTRAL] It would have let me see.
[CUSTOMER][NEUTRAL] Let's see if I can, oh, I think he's outside that's why I couldn't um.
[CUSTOMER][NEUTRAL] I don't know. I'm sorry, uh, they have somebody look at it for me.
[AGENT][NEUTRAL] Actually, yeah.
[AGENT][POSITIVE] No problem. I
[AGENT][NEUTRAL] Yeah, actually, I do see the claim. I found it and since we do have on file, the denial, it would need to be resubmitted once the claim is, um, reset, once the policy is reset.
[CUSTOMER][POSITIVE] Oh good, they're good.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh good. Well, I'm glad I told her that. OK.
[CUSTOMER][NEUTRAL] OK, very good. OK, so I'll just check back, um, probably next week and see where we are.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, I thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Can you hear me?
[AGENT][NEUTRAL] Yes, ma'am. I'm still here.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, do you see where the payment has been received? Because I actually told her my daughter to send two payments to cover that one and then the next one that way. It's uh.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Well, for that I will need to get you over to bill and if you don't mind holding, they can take a look at that for you.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Mhm. One moment.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is um [PII] in the claims department. I have a member on the line who policy um had expired, but she said that, um, her daughter, she's blind, and she said that her daughter sent in payments um last week and she's calling to check on the status of it. In the system, I'm showing that the claim, the policy is still lapsed, but she said that a payment was sent in um last week, so.
[CUSTOMER][NEUTRAL] OK, let me see what's the policy number? I can check on the payment, but since it's lapsed and that we customer service we have to.
[CUSTOMER][NEUTRAL] Unlapse it and like see if it can be unlapsed and stuff like that but I can check on the payment so.
[AGENT][NEUTRAL] OK. The policy number is 00603726.
[CUSTOMER][NEUTRAL] 072.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A Miss [PII].
[CUSTOMER][NEUTRAL] I'm sorry, my computer is going so slow.
[AGENT][NEUTRAL] Yeah, mom been doing the same thing today. I understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Let me see what this is.
[CUSTOMER][NEUTRAL] LA 014
[CUSTOMER][NEUTRAL] Yeah, I don't see any payment that we received from her actually.
[AGENT][POSITIVE] Oh, wow. OK.
[CUSTOMER][NEUTRAL] Yeah, but as far as the policy status and stuff, maybe that would be like customer service that she would need to talk to.
[AGENT][NEUTRAL] Uh, well, that's how.
[AGENT][NEUTRAL] Yeah, I already told her to wait about another week or so, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] I'll let her know. OK, thank you.
[CUSTOMER][POSITIVE] No problem bye.
[AGENT][NEUTRAL] Mhm, bye.
[AGENT][NEUTRAL] Hello, Ms. [PII]. Thanks for your patience. I checked with billing and um they still haven't received that payment yet. But like I said, give it about another week or so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, the mail is so slow. I don't know what we're gonna do with the mail.
[CUSTOMER][POSITIVE] OK, I sure thank you. You have a great one and I'll check back with you next week.
[AGENT][NEUTRAL] OK, it's
[AGENT][POSITIVE] OK, no problem, Ms. [PII]. I thank you for calling ATL and you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye.