AccountId: 011433970860
ContactId: 9161b131-05c7-43fb-8345-a03fcb248d92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289730 ms
Total Talk Time (AGENT): 117900 ms
Total Talk Time (CUSTOMER): 111224 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9161b131-05c7-43fb-8345-a03fcb248d92_20250425T15:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I was calling because I know that on the APL like website, it shows um like my accident, my, uh, indemnity, my dental, and my term life. Um.
[CUSTOMER][NEUTRAL] So, but I don't see the claim for any of the dental things. And I know that, like, I, I thought that when I first got my card, I was told to go to [PII] and they gave me my dental number.
[CUSTOMER][NEUTRAL] Um, but I was just wondering, like, if I'm able to see any of my dental stuff at all.
[AGENT][NEUTRAL] Any of the dental stuff that you said you owe?
[AGENT][NEUTRAL] Or at all.
[CUSTOMER][NEUTRAL] Like just the claims and like when I visited the doctor's office.
[AGENT][NEUTRAL] OK, so you want to check and see if you can see your claims in general for um the dental. OK. Um, I can check and see um when you went to the website, you said you did not see that one listed or you did see that one listed?
[CUSTOMER][NEUTRAL] Or the dentist office.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Correct, I did not.
[AGENT][NEUTRAL] You did not. OK, let's see what's going on. Um, may I have um your callback number just in case we get disconnected, and may I have one of the policy numbers that you can see?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] And the policy number that I can see is 227-8594, but the dental is uh the one that ends in 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][POSITIVE] Great, date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, email address is
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the mailing address on file?
[CUSTOMER][NEUTRAL] Oh, that one is probably [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, well, for the dental, uh, we have not received any claims, so that's probably, you're not able to see any claims because there's no claims on file.
[CUSTOMER][NEUTRAL] OK, so I have a, so does it not go through [PII]?
[AGENT][NEUTRAL] No, it goes
[CUSTOMER][NEUTRAL] Or if it does like one.
[AGENT][NEUTRAL] Mm it doesn't go through [PII]. It comes to us.
[CUSTOMER][NEUTRAL] OK, and you just haven't seen a claim.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have a question, Mr. [PII]. Did you present the card at the time of service?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, so yeah, the information on where to send the claims, um, or how to submit the claim is in the back of that card. So if you did present the card, they should have the information on where to send it and it does have our information to send it directly to us.
[AGENT][NEGATIVE] We just haven't received anything just yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is, is there anything else I may help you with today? Any other questions or concerns about the policies, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I just, I just think it's weird because I know like a year or two ago when I first got the card, I was told to go to the Carrington website for like the patient portal.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And that's just to find a provider if you don't know where to go. That, that's the only purpose it's just to find a provider if you don't know where to go. You will go to the Carrington website, but other than that, everything is through APL, American Public Life.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today? Any other doubts or questions?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. OK, well, thank you for calling ATL. You're welcome. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] That's it. Thanks.
[CUSTOMER][NEUTRAL] Mhm.