AccountId: 011433970860
ContactId: 99017c4d-1163-446c-822a-b6f5b8ab349e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469640 ms
Total Talk Time (AGENT): 116432 ms
Total Talk Time (CUSTOMER): 159859 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/99017c4d-1163-446c-822a-b6f5b8ab349e_20250121T18:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL. my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] Um, I don't have my.
[CUSTOMER][NEGATIVE] Insurance card information, yeah, I don't know. I can I'm having a hard time finding it.
[AGENT][NEUTRAL] OK, well that's fine um we can pull you up with your social.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 54
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], if you can please verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] Now is there another email address that we would have?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, that's what we have is that correct?
[CUSTOMER][NEUTRAL] OK, so that one no longer no because um.
[CUSTOMER][NEUTRAL] I'm not working there but I've been paying for the insurance, so.
[AGENT][NEUTRAL] OK, so what email address would you um like me to put on your account?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] [PII] which is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] You got it perfect.
[AGENT][NEUTRAL] Alright, so we now have that updated.
[AGENT][NEUTRAL] OK, and what can I assist with today?
[CUSTOMER][NEUTRAL] Um, the recent, uh.
[CUSTOMER][NEUTRAL] Back in October, my dentist filled um
[CUSTOMER][NEUTRAL] To, uh, cavities.
[CUSTOMER][NEUTRAL] And they told me I was only gonna be having to pay $163 and that my insurance would cover the rest.
[AGENT][NEUTRAL] OK. And you said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Of [PII] and she said it took forever for them to get the payment from, I don't know why but she just said they took forever to get paid from you guys, they just got paid, I guess I don't know.
[AGENT][NEUTRAL] OK, one moment, let me look at the claim.
[AGENT][NEUTRAL] Uh, she said it took forever. I'm showing that they submitted, we received the claim on [PII] and we made our payment on [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you know, I'm just saying she's probably telling the dentist one thing and you know, I don't know.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] That's pretty fast. 24 hours is kind of fast for me.
[CUSTOMER][NEUTRAL] Yeah, no, no, oh no, I'm, I, I, I'm just, I'm just telling you what the dentist's office told me.
[AGENT][NEUTRAL] You're just a messenger. You're just a messenger. I know, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I'm trying to find out, you know, how come, why is that?
[AGENT][NEUTRAL] OK, so looking at the claim, we received 4.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 4 charges, let me see.
[AGENT][NEUTRAL] One moment, let me check the.
[AGENT][NEUTRAL] Payment.
[CUSTOMER][NEUTRAL] My brother and his wife are from upstate [PII] and they came down to visit us.
[CUSTOMER][NEUTRAL] I mean, I used to be from upstate [PII] and they brought their 40 ft camper down and then they.
[CUSTOMER][NEUTRAL] Went to uh [PII] and then now they're in [PII] and [PII], [PII] got snow last night.
[AGENT][NEGATIVE] Oh no. Wow.
[CUSTOMER][NEUTRAL] Yeah, there are the RV and trucks all covered with snow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We don't have none here in uh [PII], not at least in in [PII] where we are.
[AGENT][NEUTRAL] You're supposed to get some?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][NEUTRAL] So I'm showing we made a payment of $151.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that was for.
[AGENT][NEUTRAL] Let's see, and that 151 maxed out your benefits for the year.
[CUSTOMER][NEUTRAL] Oh, what do you mean? How much benefit do I get for the year?
[AGENT][NEUTRAL] You have a $500 benefit um per
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And so when they we had paid out already on other claims during for the [PII] calendar year, so when we received that claim.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Service
[AGENT][NEUTRAL] All you had left was $151 and so we paid that.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, all right, thank you so much.
[AGENT][NEUTRAL] Alright, is there anything else I can assist with today?
[CUSTOMER][NEGATIVE] Not much you wanna pay the balance for.
[AGENT][NEUTRAL] I wish I could.
[CUSTOMER][POSITIVE] All right. Yeah. You have a blessed day. Thank you.
[AGENT][POSITIVE] Well, thank you for calling APL. You too, thank you.
[CUSTOMER][POSITIVE] You have a good day. [PII] bless.
[AGENT][NEUTRAL] Mhm