AccountId: 011433970860
ContactId: a3cf58c2-70d8-4e34-8e52-a8c34b7aaa91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284739 ms
Total Talk Time (AGENT): 83615 ms
Total Talk Time (CUSTOMER): 115897 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/a3cf58c2-70d8-4e34-8e52-a8c34b7aaa91_20250505T22:26_UTC.wav
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[AGENT][NEUTRAL] For calling A, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I have a, I am a, uh, a customer.
[CUSTOMER][NEGATIVE] And I thought my insurance file, I mean the dental office file a claim, and I haven't had any claims of at least one cleaning, and they're not gonna pay it. I'm trying to figure out why, you know, I'm paying the insurance, you know. Can you hear me?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, I can. I'm gonna have to get you to the claims department for dental. Do you have your policy number?
[CUSTOMER][POSITIVE] Uh, yeah, I can get it.
[CUSTOMER][NEUTRAL] Let me, let me
[AGENT][NEUTRAL] Or what did you say, what did you say your last name was?
[CUSTOMER][NEUTRAL] See my phone.
[CUSTOMER][NEUTRAL] Delt DLT.
[CUSTOMER][NEUTRAL] Is it showing up?
[AGENT][NEUTRAL] Uh, give me just a second, sir. I got to get through my system.
[CUSTOMER][NEUTRAL] OK, let me, I'm, I'm trying to find it.
[CUSTOMER][NEUTRAL] Myself.
[AGENT][NEUTRAL] And it was
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's, well, what part do you, I don't know how to.
[AGENT][NEUTRAL] What was your first name again?
[CUSTOMER][NEUTRAL] You know how to do that.
[CUSTOMER][NEUTRAL] [PII] dealt.
[AGENT][NEUTRAL] Um, what's the last of your social? Last 4?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII], it's American published, right?
[AGENT][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Right, uh-huh.
[CUSTOMER][NEUTRAL] Uh, let's see, this claim number I'm, I'm, I'm looking at to pay for the policy is 00614283.
[CUSTOMER][NEUTRAL] Claim number
[CUSTOMER][NEUTRAL] Is 359-598-1.
[AGENT][NEUTRAL] OK, give me just a second. I'm gonna put you on hold and I'm gonna get you to the dental claims department, OK?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good, Miss [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm well. I have um a clearance Delt on the line. He just recently went in for a cleaning for his dental services, and they're not paying, and he's wondering why. I do have a policy number and I have verified him.
[AGENT][NEUTRAL] If you're ready.
[CUSTOMER][NEUTRAL] Oh OK, what's his policy number please? Yes ma'am, I'm ready.
[AGENT][NEUTRAL] It's 00 yeah, 00614283.
[CUSTOMER][NEUTRAL] OK, let me look that up real quick so I'm ready when he gets on the phone.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I've got [PII] pulled up and he said he went in for a dental cleaning, but our insurance, his insurance didn't pay for it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what he's saying. Do you want a callback number just in case?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, you can go ahead and put him through [PII] and I'll um check his claim status and his benefits for him.
[AGENT][POSITIVE] Thanks, [PII], I appreciate you.
[CUSTOMER][POSITIVE] No problem at all you have a good night.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right bye bye Miss [PII].
[AGENT][NEUTRAL] Hey [PII], I have [PII] on the phone for you. She's in our claims department for dental, and she'll take it from here, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. Have a great night.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team hello?