AccountId: 011433970860
ContactId: d203c0ae-cde1-4927-a4d4-c414b8a36760
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305220 ms
Total Talk Time (AGENT): 149673 ms
Total Talk Time (CUSTOMER): 95888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d203c0ae-cde1-4927-a4d4-c414b8a36760_20250204T16:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling about a particular claim.
[CUSTOMER][NEUTRAL] Um, to make sure it's been processed.
[AGENT][NEUTRAL] Yes, I can certainly look that up. And this is your, what is your policy number, please?
[CUSTOMER][NEUTRAL] What information do
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The policy number is gonna be 0211.
[CUSTOMER][NEUTRAL] 3886.
[AGENT][NEUTRAL] Thank you. And if I could verify your name, uh date of birth, and a phone number, please, sir.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] And I'm sorry, we have to verify the phone number as well. I, I apologize.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you very much. Um, [PII], I don't have any claims for you whatsoever. I'm just gonna, I'm still looking. I just want to be absolutely certain. Now, you've been to the dentist. Is this for you, um, or for a member of your family?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for my daughter, a member of my family.
[AGENT][POSITIVE] Great. And
[AGENT][NEUTRAL] Which one, sir?
[CUSTOMER][NEUTRAL] OK, [PII], my daughter, [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and what date of service are we looking for for faith?
[CUSTOMER][NEUTRAL] OK, it was one second. I just had it up. I just had it open.
[CUSTOMER][NEUTRAL] It's claim number 3,558,710.
[AGENT][NEUTRAL] 10. OK, let's look at what is going on with this.
[AGENT][NEUTRAL] OK, we did process that, so let's see.
[AGENT][NEUTRAL] So checking.
[AGENT][NEUTRAL] OK, so let's look like, like we did receive that, um, now what, uh, you said that you had a question about the, the benefits or the, or what was paid out or?
[CUSTOMER][NEUTRAL] Yes, yes, I'm I'm just trying, I'm trying to make sure that it was, uh, processed and I'm trying to see what does she have remaining for the calendar year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like how much?
[AGENT][NEUTRAL] OK, it looks like that was processed on the [PII]. The check is going out today. It's $33.95. So, let's see. Um, now, there was some of the benefits that uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That um were paid towards your deductible, that's, that's um that $50 deductible has to be met before anything's paid out. So it looks like that was paid out.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, because I paid the dentist.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm trying to see how much is remaining for the calendar year. I've had you guys 3 years. I know last year I didn't use it at all except one time for an exam that was on September.
[CUSTOMER][NEUTRAL] What was it? [PII], whatever day [PII] was on, um, and then I used it again, uh, well, actually my benefits renewed for the calendar year back on [PII].
[AGENT][NEUTRAL] Right, let's see.
[CUSTOMER][NEUTRAL] So I'm trying to see how much she has remaining.
[AGENT][NEUTRAL] OK, for the calendar year [PII] as of today's date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like she has 1000.
[AGENT][NEUTRAL] $466.05 remaining.
[CUSTOMER][NEUTRAL] One second, I wasn't ready. I'm sorry.
[AGENT][NEUTRAL] Sure, just let me know whenever you're ready.
[CUSTOMER][NEUTRAL] Faith has I'm, I'm ready now 1400 and what?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] And $66.05.
[CUSTOMER][NEUTRAL] OK, remaining OK for the calendar year to [PII].
[AGENT][NEUTRAL] Right, and on that particular claim that we were talking about, um, it looks like the uh the check is going out uh for $33.95.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Um, so it looks like the benefits, uh, for the sealant.
[AGENT][NEUTRAL] Um, it looks like that went towards the deductible.
[AGENT][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not really, I, I would assume whatever is left over, uh, whatever, uh.
[AGENT][NEGATIVE] It doesn't actually show us what is remaining as far as the bill for this. It's just that uh the um it just shows that the, it tells me that it was applied to her permanent teeth, the sealants, and that the that the benefits went towards her, uh, deductible.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, that's what I needed to know. You've answered my question.
[AGENT][NEUTRAL] OK. Is there anything, any other?
[CUSTOMER][POSITIVE] OK, thank, thank, no, ma'am. No ma'am. That's it. Thank you, thank you very much.
[AGENT][NEUTRAL] OK, well then.
[AGENT][POSITIVE] Thanks for contacting APL. Have a good day.