AccountId: 011433970860
ContactId: e1d3c471-239b-40da-bc24-5bed79bd36f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208729 ms
Total Talk Time (AGENT): 94972 ms
Total Talk Time (CUSTOMER): 64641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e1d3c471-239b-40da-bc24-5bed79bd36f7_20250429T19:32_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 ma'am, I was calling, excuse me, I was calling about an invoice that I received in the mail saying that uh.
[CUSTOMER][NEUTRAL] A plan that I had, well I had went to the dentist and they said it was on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was trying to figure out, is it gonna pay for my dental? I only got a day I'm in a cleaning.
[AGENT][NEUTRAL] OK. Well, I can definitely look at the claim for you and see what's going on with it. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my name is Ms. [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on
[CUSTOMER][NEUTRAL] It is 024572221.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here, Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] And that, uh, what, what, what did you ask for?
[AGENT][NEUTRAL] Your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII]. My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My address is [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, we received the claim yesterday and the claim is on hold, um.
[AGENT][NEUTRAL] We're waiting for eligibility from your, from benefits and a card. So basically, um, anytime we have a benefits and a card, um, policy, we just have to check with them, make sure you were insured on this day of service or, you know, actively working during this data of service, and then we can go ahead and continue with the claim. Um, we've sent two notices to them already. We haven't um received the eligibility yet, but as soon as we receive it, we can continue processing this.
[AGENT][NEGATIVE] Really like no turnaround to when we receive it from them, um, but they are aware of the process because we have to do it with every account.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright then, so hopefully they'll go ahead and reach out because I'm still employed and I'm still paying my insurance through [PII] and they.
[AGENT][NEUTRAL] Yes, so we should be able to um just go ahead and, and once we get it, just go ahead and continue processing and then submit the or release the payment and let you know of the decision if anything else is needed.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you now. You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah.