AccountId: 011433970860
ContactId: a34b5cda-c183-4ba9-b393-2c7687aa568a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390700 ms
Total Talk Time (AGENT): 176322 ms
Total Talk Time (CUSTOMER): 164866 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/a34b5cda-c183-4ba9-b393-2c7687aa568a_20250509T19:03_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] Hello, I'm calling to file a claim on one of my, uh, recent dental bills like this. I have the policy number 025692.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], call back [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Miss, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. Email address [PII]. Um address on file [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you're trying to submit a claim for what type of service?
[CUSTOMER][NEUTRAL] Dental recently got um some dental work done.
[CUSTOMER][NEGATIVE] That wasn't um that I paid out of pocket.
[AGENT][NEUTRAL] OK. All right. Um, well, to submit a claim, you will have to send the paperwork. Um, I can give you instructions.
[AGENT][POSITIVE] OK it's good.
[CUSTOMER][NEUTRAL] Um, a question, um, I'm here with my mom as well, but I just wanna know necessarily how the insurance works. Do I have to go through and network because that's, this is, um, one of my regular providers that I've always gone to.
[AGENT][NEUTRAL] What were, what?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's no network, um, you can go.
[CUSTOMER][NEUTRAL] And he said that this is a discount plan.
[AGENT][NEUTRAL] Mm, OK, so there is no network with this one. It is not a discount plan. They can send in the claims. I'm not really sure what happened, why they didn't send it, but um you can submit the claim if they did not, um, but we need documentation for the claim, so it cannot be done over the phone and we need a um.
[CUSTOMER][NEUTRAL] Could it be faxed? Can it be faxed because I have the itemized bill.
[AGENT][NEUTRAL] So you have the ADA claim form provided by the dentist?
[CUSTOMER][NEUTRAL] I have um how they gave you the bill but the full breakdown the itemized so every service they did with um the pricing as well attached to it and the codes and all that information. I also have the receipt that was given to me that day as well along with that itemized receipt they print out on a big piece of paper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just um make sure to put the policy number somewhere in that document and you can either fax it, mail it, or if you have registered online, you can upload it into your account. I can give you the fax number or the mailing address or if you want to do it online, I can go ahead and give you instructions on how to register.
[CUSTOMER][NEUTRAL] And I have
[CUSTOMER][NEUTRAL] Can I have both the fax number and the the mailing?
[AGENT][NEUTRAL] Sure, yes. The fax number is [PII]. OK, sure. Let me know when you're ready.
[CUSTOMER][NEUTRAL] One moment, please. Sorry.
[CUSTOMER][NEUTRAL] OK, I'm ready, sorry about that you said 1877.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, 1877365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] The address
[CUSTOMER][NEUTRAL] Can you do that one more time?
[AGENT][NEUTRAL] Sure, yes, that's [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, and that's the fax.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have the uh accent?
[AGENT][NEUTRAL] OK, the address, mhm, yes. The address is [PII].
[CUSTOMER][NEUTRAL] The address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And what's the zip?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm going to read all that back to you, so starting from the facts I have [PII] ending in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Then the address [PII] and city state [PII] with the zip code of [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Does that go to the claims department or who am I, uh, addressing that to necessarily?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, the, the fax will go to claims department. The if you're sending it by mail, it goes to APL claims department.
[CUSTOMER][NEUTRAL] You said uh what you said APL, so A as in apple, P as in Peter.
[AGENT][NEUTRAL] APL
[AGENT][NEUTRAL] Yes, L as in Lima.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] OK, you said on that bill, make sure I put my policy number. Was there anything else I need to put on it?
[AGENT][NEUTRAL] No, just the policy number because the bill or the information you're sending should have the name and the address and all that. So we just need the policy number to know where to apply it to.
[CUSTOMER][NEUTRAL] OK. And just uh one more question, typically how long does the process take as far as uh from what you've seen?
[AGENT][NEUTRAL] Once we receive the paperwork, it usually takes 7 to 10 business days for the process to be completed.
[CUSTOMER][NEUTRAL] OK, one moment, yeah.
[CUSTOMER][POSITIVE] OK, I thank you, ma'am. And what was your name?
[AGENT][NEUTRAL] You're welcome. My name is [PII]. That's [PII]. Last initial is [PII].
[AGENT][NEUTRAL] Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][POSITIVE] That'll be it. Thank you for your assistance. Hope you have a good weekend.
[AGENT][POSITIVE] Thank you. You as well. Have a good weekend and thank you for calling APOs. Bye-bye.
[CUSTOMER][POSITIVE] Thank