AccountId: 011433970860
ContactId: 959c2034-d9da-466f-a5e7-43b249df2fd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243440 ms
Total Talk Time (AGENT): 87981 ms
Total Talk Time (CUSTOMER): 81333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/959c2034-d9da-466f-a5e7-43b249df2fd7_20250327T15:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling. I need to check some of my insurance, dental insurance.
[AGENT][NEUTRAL] OK. I'm happy to check on your policy. Do you have the policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have that.
[AGENT][NEUTRAL] OK, we can look it up by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, give me just a moment here and let me do a search.
[AGENT][NEUTRAL] All right. I believe I've got your policy pulled up here. Can I please verify your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII] and then I just need to verify, please, your address and email address.
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][POSITIVE] All right. Thank you so much. So I've got this pulled up here. What kind of questions or concerns did you have?
[CUSTOMER][NEUTRAL] I wanted to see how my insurance, my uh insurance, have they filed on that my dental office.
[AGENT][NEUTRAL] Mm let me see, it would be under your name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I have any recent claims here one moment.
[AGENT][NEUTRAL] The last claim that I see filed under your policy and your name was back in [PII].
[AGENT][NEUTRAL] And it was for, it looks like a date of service of [PII].
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] Look at, uh, OK, because I called and I talked to somebody on last week about this, so I went on and called. I went on to them and talked to them, and they sent me a copy of the claim, the dental claim form that they had filled out, and they told me they've been sent it to you all, but they haven't heard from me. They used to give y'all at least 30 days to respond and they haven't received anything, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would I be able to send to you what they gave me?
[AGENT][NEUTRAL] Yeah, you can do the claim absolutely um you can do it either online or you can send it to us via fax or in the mail, whatever is best for you.
[CUSTOMER][NEUTRAL] Give me your fax number because I could go to the library and fax it to.
[AGENT][NEUTRAL] OK. Yes, ma'am. Whenever you're ready, just let me know.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I, I'm gonna take good on have this faxed to you all.
[AGENT][NEUTRAL] OK, yes ma'am, and you'll just mark it attention to claims.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] Mhm. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. You have a good rest of your day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you as well. Bye bye.
[AGENT][NEUTRAL] Bye bye.