AccountId: 011433970860
ContactId: 7b586542-21a4-4070-b828-4d07e2977c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292000 ms
Total Talk Time (AGENT): 92978 ms
Total Talk Time (CUSTOMER): 141776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7b586542-21a4-4070-b828-4d07e2977c72_20250403T16:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, I got a bill from um.
[CUSTOMER][NEGATIVE] The dentist, um, I was, I mean, I was pretty sure that they contacted you all and billed you all, but according to them, they didn't.
[AGENT][NEUTRAL] OK, so the reason for your call today so I can be able to assist you, I hear you, but the reason for the call so I could be able to assist you.
[CUSTOMER][NEUTRAL] fell off pain.
[CUSTOMER][NEUTRAL] Well, the, the reason for the call is they, they billed me instead of like billing you all, so I was just wondering like did they go through y'all in or what happened?
[AGENT][POSITIVE] OK, so you want to verify, check the status of the claim. So can I get your name and a good call back number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, yeah, my name is [PII]
[AGENT][NEUTRAL] Callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number for you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It is 02573519.
[AGENT][NEUTRAL] Hello Ms. [PII], my name is [PII].
[AGENT][NEUTRAL] So give me that number one more time.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you. Mm.
[AGENT][NEUTRAL] [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] What was your address that you had before you, I guess moved or when you signed up for the benefits? What was your address?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] City and state.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] We have a different one.
[CUSTOMER][NEUTRAL] I have a different one. is it [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's the name that you gave, but something else come before [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Say the whole email for me please, if you don't mind.
[CUSTOMER][NEUTRAL] Yep, that's the one.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. So it looks like there is no claim on file, so to answer your concerns, no, they did not submit a claim here at American Public Life on your behalf.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Did you call them and let them know that you have benefits or did you let them know that you have benefits? Cause there's no call, there's no notes.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] In the system stating that someone called to verify your benefits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh well, um, that's weird because you know before the procedure was even done, you know, we kinda discussed all day. I could have sworn I gave them this insurance. They keep saying like, um, the only insurance that was on file was Aetna but that expired because that's from a whole different job. So I was at the time when I got the procedure done, I was definitely with you all, so that's, that's weird.
[CUSTOMER][NEUTRAL] So I guess um, can I still make a claim? I mean it it it, I got the procedure done while I was under, you know, you all insurance.
[AGENT][NEUTRAL] Mm, yeah, you can submit the claim or you can call the dentist's office and provide them with your dental insurance.
[CUSTOMER][NEUTRAL] Oh yeah, I already did that. They said they was gonna call you all. I was just confused because I could have sworn I, I could, I could have sworn that they already uh made a claim with you all, but I, I guess not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] They don't, I don't even see where they called to verify your benefits.
[CUSTOMER][POSITIVE] Oh wow. Wow.
[CUSTOMER][NEUTRAL] OK, well, the man, I just um I just spoke to some man. He said he was gonna call you all to, um, I guess, check and see or whatever.
[AGENT][POSITIVE] Alrighty, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Oh no, you, you pretty much really helped me out and I really appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right, you as well. Bye-bye.
[AGENT][POSITIVE] Thanks, goodbye.