AccountId: 011433970860
ContactId: 9ee5ea61-1730-49ee-b418-b7d873f6a1b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172899 ms
Total Talk Time (AGENT): 95723 ms
Total Talk Time (CUSTOMER): 60640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/9ee5ea61-1730-49ee-b418-b7d873f6a1b0_20250620T19:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I was talking about a claim I had filled out.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 261-9671.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and the email address, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the claim is for a dental?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so right now, um, the claim is under review. It has not been completed just yet.
[CUSTOMER][NEUTRAL] OK, OK, OK. My question was like how much do y'all pay over like, like a regular, like just like a uh a cleaner, like y'all pay the whole thing most of the time.
[AGENT][NEUTRAL] It depends if it's a regular cleaning, uh, if it's a regular cleaning, and we pay usual and customary rates, um, but it's gonna be 100% of the usual and customary rate.
[AGENT][NEUTRAL] 100%, so we just.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Um, I cannot determine the amount that is going to be paid into this process. All I can tell you is that we pay 100% of a regular cleaning, um, and that's based on UCR fees, which is you showing customary rates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm. OK. OK then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So the normal processing time is 7 to 10 business days for the claim. Now, yours is under review, so it may take a little bit uh a little bit less time, but I cannot guarantee, OK?
[CUSTOMER][NEUTRAL] OK, that's all.
[CUSTOMER][NEUTRAL] OK, OK then. That's all I would just say.
[AGENT][NEUTRAL] Um, OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I was just really in it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, and for future purposes this is what all I need to do is just send the receipt and then get the receipt in like the invoice.
[AGENT][NEUTRAL] Um, yes, and usually what we ask for is an ADA form, but if you don't send the ADA form, we just need the information, uh, to be in the receipt, including the coding and the charge amounts and all that.
[CUSTOMER][NEUTRAL] OK, OK, OK, that's what I asked, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. OK. Is there anything else? You're welcome. Thank you for calling APL. Have a good afternoon. Happy weekend.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.