AccountId: 011433970860
ContactId: 9f277728-7f8d-456d-8915-076cc8fb55cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275000 ms
Total Talk Time (AGENT): 115097 ms
Total Talk Time (CUSTOMER): 122890 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9f277728-7f8d-456d-8915-076cc8fb55cf_20250623T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, um, I have, uh, Dennis, um.
[CUSTOMER][NEUTRAL] Insurance to your company?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wanting to know how do you even file a claim. I've never done that before.
[AGENT][NEUTRAL] So claims can be filed online. We have a service center they can also be sent in the mail or they can be faxed.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, in general, it's easiest if your doctor provider will file them on your behalf.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, because while I was there they said that I had to do everything.
[AGENT][NEUTRAL] OK, so the the doctor is saying that you have to file the claim.
[CUSTOMER][NEUTRAL] Yeah, see what happened was, um, I was the first time I ever went there. They called to see if the, um, if our, if the insurance card would work for them, and they told me that, uh, when they had talked to the person about filing a claim that I would have to be the one to do it.
[AGENT][NEUTRAL] Do you have your policy number? I can pull it up.
[CUSTOMER][NEUTRAL] I, I do. It's um 025.
[CUSTOMER][NEUTRAL] 797.
[CUSTOMER][NEUTRAL] 16
[AGENT][NEUTRAL] All right, thank you. And then what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then lastly, if you'll verify please the physical address that we should have on file and email.
[CUSTOMER][NEUTRAL] OK, emails [PII] and my address is [PII].
[CUSTOMER][NEUTRAL] Deer Creek Drive.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so you are not required to file the claim. In most instances on dental policies, the actual provider will file the claim for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If they're not willing to file the claim, then you need to get an American Dental Association form from them showing what dental work was performed, and then you would submit that to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so what they've done is each time I go there and pay, they print me out a like um a bill or a receipt or something they they print out everything that they're doing so that's what I have.
[AGENT][NEUTRAL] OK, so yeah, as long as it shows all the dental work that was performed with the codes and everything, then you can submit that to us either online or I can give you the mailing information or you can fax it however is easiest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll probably just do it online. So is it just [PII]?
[AGENT][NEUTRAL] Yeah, so it's [PII] is the website.
[CUSTOMER][NEUTRAL] I think I have, I think is that on the card?
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] I'm looking to see if it's on the card.
[AGENT][NEUTRAL] Oh, what I can do.
[CUSTOMER][NEUTRAL] Yeah, yeah, it, it's, it's on the card [PII], correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what I'll do is send you an email with instructions on how to create an account and uh do a claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good. Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am. Thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye bye.