AccountId: 011433970860
ContactId: c8db81b7-e716-4e51-b2c6-543b4847708c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169630 ms
Total Talk Time (AGENT): 64388 ms
Total Talk Time (CUSTOMER): 98587 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/c8db81b7-e716-4e51-b2c6-543b4847708c_20250401T18:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Hi, did you say your name was, uh, [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, thank you. So this is [PII]. I'm calling about policy number 00753467.
[AGENT][POSITIVE] That's OK, no problem.
[AGENT][NEUTRAL] OK, one moment this came on, let me pull that information.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course my cell phone is [PII].
[AGENT][NEUTRAL] OK, thank you. And um I need your date of birth, mailing address and email address for verification, Miss [PII].
[CUSTOMER][NEUTRAL] Sure, my date of birth is [PII]. Our address is [PII], and my email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. All right. And how may I assist you today? How may I help you today?
[CUSTOMER][NEUTRAL] Yes, um, if you could look on the claim number, uh, under my husband [PII], we just got this in the mail, it's claim number 3579448. It was a dental cleaning in February, and it looks from what you sent us that um you're not paying for the.
[CUSTOMER][NEUTRAL] The periodical oral evaluation or the prophylactic adult and I'm not sure if the dentist didn't send you what you need or what the problem is because we always get cleanings twice a year and that's oh that's why we have dental insurance so I was kind of at a loss of what's happening here, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, and there's, yeah, that was just a duplicate. They sent the claim twice. So um this was a duplicate, the one that you have, um, ending on 448 is a duplicate. Uh you should have received another claim, um, number 356-545-6 and that one paid for the same charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that sounds good so I'll just ignore this one and wait for the next one. OK, thanks a bunch.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yes. You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] OK, thank you so much. OK.
[CUSTOMER][POSITIVE] No thank you so much I appreciate that.
[AGENT][POSITIVE] You're welcome and thank you for calling APM. You as well. Have a blessed afternoon. Bye-bye.
[CUSTOMER][POSITIVE] Have a blessed day.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you.