AccountId: 011433970860
ContactId: 9b7135f7-e52a-4d48-b15b-8e21b6c66f3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376600 ms
Total Talk Time (AGENT): 73029 ms
Total Talk Time (CUSTOMER): 113960 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/9b7135f7-e52a-4d48-b15b-8e21b6c66f3a_20250609T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling because um my dentist's office said um that that it's y'all wait 3 weeks to show what y'all pay for it so I can get a cleaning.
[CUSTOMER][NEUTRAL] And I'm trying to see did y'all ever reach out to, to, to.
[CUSTOMER][NEUTRAL] To the um to the dentist.
[AGENT][NEUTRAL] OK, I can help you with that, uh, with the claim status. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] I don't even have my policy number. Let me look it up.
[AGENT][NEUTRAL] Is it alright if I look it up by your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What did I said [PII].
[AGENT][NEUTRAL] OK, I'm sorry. I have [PII] and then what were the last four?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much for that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And when do you know when the date of service was when you went to go get your cleaning?
[CUSTOMER][NEUTRAL] Who?
[CUSTOMER][NEGATIVE] It was like 2-3 months ago and they never reached back cause they said they was waiting on y'all.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I thought I put that on and I thought let other be put it on, and I'm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Dude, um, just leave it, uh, just off the plan, dude.
[AGENT][NEUTRAL] And what was the provider that you got your cleaning from?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I didn't, I never got to cleaning because they, they said the child didn't provide which I will pay for. Um, it's called hood dental. I never got to clean it. I never got anything because you know a response sta um which child what was in their network and what was out of network.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] OK. I am showing that they submitted a claim through us. You said Hood Dental?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yes, it's H 00 D.
[AGENT][NEUTRAL] Let me see, let me check the notes real quick because I am showing that they processed or that they gave us.
[CUSTOMER][NEUTRAL] Where where is it?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know I.
[CUSTOMER][NEUTRAL] $35,000.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me check here real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, they go, they go wrong, but.
[CUSTOMER][NEGATIVE] away from me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] trying to get old.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it, so they got, you know, we got somebody move down outside the house, you know you gotta get over, so I put my bling on he speeds up.
[AGENT][NEUTRAL] OK, I am showing that they submitted the claim and that we've sent something to them um I would have your dental office call us.
[AGENT][NEUTRAL] Um, so that we can see what's going on because we are seeing that they, they did process we did process the claim.
[CUSTOMER][NEGATIVE] Oh yeah I did. OK, let me call them. They must just never call me and I, um, and then they just have to call back.
[AGENT][NEUTRAL] Yeah, have them have them call us back and yeah have them call us back and we can we can look into the claim for them.
[CUSTOMER][POSITIVE] OK, yes ma'am. Thank you. All right.
[AGENT][POSITIVE] Alright, thank you so much.