AccountId: 011433970860
ContactId: a24899de-0f99-4bae-a7a7-8755b687092f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331140 ms
Total Talk Time (AGENT): 139286 ms
Total Talk Time (CUSTOMER): 99487 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a24899de-0f99-4bae-a7a7-8755b687092f_20250609T21:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, calling about, uh, I have dental insurance and um I, I had a visit with um the dentist, the cleaning and, and some um X-rays, and apparently the X-rays didn't get paid for and I was just calling to get an understanding as to why.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. And may I have your name?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] Ms [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Oh, I sure don't.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] I might have it on the bill.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] go ahead with the callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] I'm gonna go ahead and do a knee search, OK?
[CUSTOMER][NEUTRAL] 1 and 2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth and the email address on file?
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][NEUTRAL] OK, [PII]. Do you have [PII]?
[AGENT][POSITIVE] Yes, that is correct. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me see. I have to that claim.
[CUSTOMER][NEUTRAL] In here or
[AGENT][NEUTRAL] OK, this was for the date of service of November?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This week you got
[CUSTOMER][NEUTRAL] I think that he feels the same way you say Wednesday.
[AGENT][NEUTRAL] One moment. I'm waiting on the paperwork to upload, OK?
[CUSTOMER][NEUTRAL] Closer to the weekend
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Take extra break I'll check.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Like going into.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] anything new cooking competition the.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And we have the by wing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] It looks like the $15 was applied towards the deductible of the policy.
[CUSTOMER][NEGATIVE] No like it was $15 supply of the price of the.
[AGENT][NEUTRAL] Uh, the benefit amount for that, uh, for a win under this schedule benefit is $15 and you have a deductible, so that $15 was applied towards the deductible of the policy.
[CUSTOMER][NEUTRAL] I, I have a deductible to me.
[AGENT][NEUTRAL] Mhm, yes, let me get that deductible amount.
[AGENT][NEUTRAL] Mhm let me pull the schedule.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So this one has a $50 deductible.
[AGENT][NEUTRAL] And $1000 benefit.
[CUSTOMER][NEUTRAL] For any service?
[AGENT][NEUTRAL] No, uh
[CUSTOMER][NEUTRAL] That's $50 that's a.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, the deductible does not apply to exams or cleans.
[AGENT][NEUTRAL] It will apply to anything else besides exams or cleanings.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] So every time I go to get a cleaning, I'm gonna have a deductible.
[AGENT][NEUTRAL] No, for exams or cleanings, there's no deductibles. Now, if you have a bitein, if you have uh Fumma X-rays, if you get um deep cleaning or you have the bright man of fluoride sealants, anything like that, then yes, you have that deductible. So if you only go for exams and profes only, then you don't have that deductible.
[AGENT][NEUTRAL] But this one was an X-ray, so you do have the deductible under the x-ray.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have any other questions or concerns, Ms [PII]?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No. Mm.
[AGENT][POSITIVE] OK. You're welcome and thank you. You're welcome. Have a good afternoon, [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.