AccountId: 011433970860
ContactId: bf93c193-721e-449c-b81a-0d87a4aea2b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302160 ms
Total Talk Time (AGENT): 114313 ms
Total Talk Time (CUSTOMER): 75461 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/bf93c193-721e-449c-b81a-0d87a4aea2b7_20250521T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from um dental office trying to follow up on some claims.
[AGENT][NEUTRAL] Sure, I can help you with claim status. Um, [PII], can I get a good uh phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] 02504688
[AGENT][NEUTRAL] And are all of the claims on the same patients?
[CUSTOMER][NEUTRAL] I know I have 2, but same family.
[AGENT][NEUTRAL] OK, I just wanna make sure, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, but it's all the same policy number?
[CUSTOMER][NEUTRAL] Yeah, yeah, mhm.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] We'll go one at a time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the, the first patient you want to?
[AGENT][NEUTRAL] Check a claim for?
[CUSTOMER][NEUTRAL] Um, that's gonna be [PII] and date of birth [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Day service [PII].
[AGENT][NEUTRAL] Alright, let me pull it up real quick.
[AGENT][NEUTRAL] Um, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the provider's name?
[CUSTOMER][NEUTRAL] Um, Doctor [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not showing one with that provider. Do you have what's the, the facility name?
[CUSTOMER][NEUTRAL] Family dental care of Dothan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've received something from um.
[CUSTOMER][NEUTRAL] Well so you guys, but it says we're waiting information to confirm eligibility from benefits and a card.
[CUSTOMER][NEUTRAL] So I called back first and she said yes they're active, but you need to call back to American Public Life and tell them that they are active so I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like you're supposed to take my word for it I guess.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] So for these particular and it's, I'll check the other ones too, but it, I imagine it's gonna be the same for all of them. So they have dental services through us.
[AGENT][NEUTRAL] But because of this particular um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Employer or group it's a staffing agency and so um it has to go through them so it comes to us but we go through them and um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we're waiting on information to confirm eligibility from them, uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said you called them, uh, we're gonna continue to process your claim, uh, for these or for at least this one. You shouldn't have to do anything except for we're waiting for, um, big or benefits in a card, um, so it hasn't been denied yet it's just we're waiting on information from them, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Right, because I am showing that date of service, right, so we have that data service but they're the ones we have to confirm information with uh you don't have to do anything uh yet.
[CUSTOMER][NEUTRAL] So we just got that saying hey we're waiting yeah OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well that's all I needed to know, thank you so much.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Is it for is, you think it's gonna be the same for all of them? More than likely? Yeah.
[CUSTOMER][NEUTRAL] Yeah, the other one is for, um, the other one sister it's [PII].
[CUSTOMER][NEUTRAL] 2502
[AGENT][NEUTRAL] OK, let me double check that. Yeah, I just wanna make sure, um.
[CUSTOMER][NEUTRAL] Same data service.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's the same thing with her.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, well thank you for checking that for me.
[AGENT][NEUTRAL] Right. Well.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.