AccountId: 011433970860
ContactId: ab5a266e-9c81-4728-ae4c-0c3423f08f6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207270 ms
Total Talk Time (AGENT): 98761 ms
Total Talk Time (CUSTOMER): 86532 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/ab5a266e-9c81-4728-ae4c-0c3423f08f6f_20250221T19:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am. My name is [PII]. Um, my husband is the policyholder's name, uh, [PII].
[CUSTOMER][NEGATIVE] I have a dental claim that I can't find where I've been reimbursed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I need to see if I can get some help, please, ma'am.
[AGENT][NEUTRAL] OK, well, I can definitely help you with your dental claim and [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, phone number is [PII].
[CUSTOMER][NEUTRAL] And policy number is 608241.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and this is a claim for you or your husband.
[CUSTOMER][NEUTRAL] Myself. I sent, I sent it right, right before [PII]. So I don't know, you know, with all that, if that got messed up or what. I've, I submitted one for him recently, and we've already received the reimbursement for his. So when I got to look, I couldn't find mine from December. So I'm just trying to see if I misplaced something or what.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK. Well, I do see a claim here. Hold on one second.
[AGENT][NEUTRAL] From [PII], does that sound about right? That was the last time we processed. OK. Um, so let me see what the outcome was. So we paid a total of $90. Um, let me check on the check.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. So we issued or we mailed the check on [PII] to the PO box on file, but it is still outstanding. Um, so if you'd like, I can send this over to our representative to have her check on the check, and then if we need to reissue this to you, we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I would appreciate it because I definitely have not received it.
[AGENT][NEUTRAL] OK, um, so I'll go ahead and put the request in for you because it's well over 30 days, and then, um, we'll reach back out to you. You'll either receive the, um, if it has in fact been cashed, which I mean it wouldn't have been, but we would have provided a clear check copy, but if not, we'll go ahead and reissue it to the PO box.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][NEUTRAL] Anything else I need to do, Ms. [PII]?
[AGENT][POSITIVE] No, that's all you have to do on this part. I'm gonna do my part and then we're gonna go ahead and get it reissued for you.
[CUSTOMER][POSITIVE] All right. Uh thank you very much for your help.
[AGENT][NEUTRAL] Was
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, everything else has been fine. I just, like I said, I discovered uh I had a question there, so.
[AGENT][POSITIVE] Well, I'm glad you gave us a call and let us know, and thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.