AccountId: 011433970860
ContactId: df88f548-c230-4340-be7f-a41e909c4dc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484140 ms
Total Talk Time (AGENT): 106501 ms
Total Talk Time (CUSTOMER): 109608 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/df88f548-c230-4340-be7f-a41e909c4dc9_20250324T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi [PII], my name is [PII], and I'm calling to check on my policy. Um, I had mailed in payment, um, it had, uh, lapsed. I hadn't received the bill, and I sent payment in on [PII], and I checked last week it hadn't been received, um, because they were supposed to reinstate it and process any claims that, um, had come in.
[AGENT][NEUTRAL] OK, may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, can I give you my social?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I think the home number's on the policy though.
[AGENT][NEUTRAL] Is this for your dental policy?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And could you verify your date of birth with me and then the mailing address listed?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] And it just like we have an email address on file. Could you verify that for me please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] And thank you so much for verifying your policy. You were calling in to see if your policy is active?
[CUSTOMER][NEUTRAL] Right, and they, and they reinstated it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for this policy, it is showing that the effective date is [PII] and it is currently active.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so now will they be processed in the claims that were denied um.
[CUSTOMER][NEUTRAL] When it lasted.
[AGENT][NEUTRAL] Let me see if anybody has reviewed those.
[AGENT][NEUTRAL] OK, I'm not seeing any claims that has denied previously.
[CUSTOMER][NEUTRAL] I, I think they were in February and it was for [PII].
[AGENT][NEUTRAL] OK, so it's for someone else listed on here. Let me check that.
[CUSTOMER][NEGATIVE] Cause I got a denial letter, yeah.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] I'm like on the phone right now. I'm on the phone right now.
[AGENT][NEUTRAL] OK, so that's for data service of 2-1825.
[AGENT][NEUTRAL] OK, so what I can do.
[AGENT][NEUTRAL] Let me see when it was reinstated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That have been last week, that's all.
[AGENT][NEUTRAL] OK, so as of right now it does show that the policy is reinstated. So if there's any claims that had been denied due to the policy terms, it will go back out for the examiner to review and or process those claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So should I have them resubmit it?
[AGENT][NEUTRAL] If you would like, you can, but normally it will be reviewed.
[AGENT][NEUTRAL] Due to the reinstatement of your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That's it. And was that, was those claims only for Dolphin dental? Was there another dentist that there were claims for cause there were two visits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see because I only see one claim for raw that denied.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the dentist's name again? I'm sorry.
[AGENT][NEUTRAL] Let me check again.
[AGENT][NEUTRAL] Uh, you said Doggin B? B?
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] Yes, that was the provider.
[CUSTOMER][NEUTRAL] OK, that's the only one. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You have a good day you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.