AccountId: 011433970860
ContactId: e4726628-5f22-470a-add7-bf37b8eda167
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302649 ms
Total Talk Time (AGENT): 150124 ms
Total Talk Time (CUSTOMER): 96174 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e4726628-5f22-470a-add7-bf37b8eda167_20250430T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling about a uh bill that's supposed to get paid and it hasn't yet.
[AGENT][NEUTRAL] OK, um, are you talking about for a claim that was filed?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK, yes, I can check on that claim for you. um, what was your name please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, and [PII], this was for your individual policy, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] Uh, it was, I don't have it the insurance now. I just switched over to the company.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But I had this insurance for over a year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number was 02.
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 2873
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] I had insurance when I had got this uh bill and.
[CUSTOMER][NEGATIVE] Nothing's been paid on it.
[AGENT][POSITIVE] Got you. OK, we can definitely take a look, um.
[AGENT][NEUTRAL] Just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, I've got a different address. It looks like it's a physical address. It is still in [PII] though.
[CUSTOMER][NEUTRAL] You got [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I got a [PII] now.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, and then uh last thing I need is the email address we've got on file for you and it looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that [PII]. OK, so the um policy number you gave me that was for your dental, is that what this is supposed to be for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] It was OK, so this policy was active. It is currently active still, um, effective date was Janu or excuse me, [PII], um, and it is currently active. So was that, um, when you went to the dentist, did you give them this information to file a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because I'm not showing.
[CUSTOMER][NEUTRAL] And they found it and uh
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] Yeah, she's uh she's uh sent it to you guys and you guys keep saying that I'm not a uh policy holder or whatever.
[AGENT][NEUTRAL] OK, so I think that we need to get some uh clarification on that because I'm not showing we've received any claim information at all, uh, for this policy, so what I would do is have them uh give us a call and make sure that they have our correct information.
[AGENT][NEUTRAL] Give me just a moment. Let me see if
[AGENT][NEUTRAL] Well I have record of any calls from them. Bear with me just a moment.
[AGENT][NEUTRAL] OK, I don't have any record of the uh provider uh trying to call us at all or getting a hold of us, so I would definitely give them a call, give them this phone number that you called, uh, and have them call us so that we can try to help get these claims filed for you because it's possible they don't have the correct information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is your name? I'll have them just ask for you.
[AGENT][NEUTRAL] That's fine. Um, my name is [PII], but if I'm not available when they call, anyone on our care team, uh, would be able to assist.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, yeah, I'll have, I'll have him give you a call then.
[AGENT][NEUTRAL] Absolutely, um, and again if they need it, your policy was effective from [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Alright and thank you very much.
[CUSTOMER][NEUTRAL] That was it. I'm just trying to get this bill.
[AGENT][POSITIVE] All right. Absolutely.
[CUSTOMER][NEUTRAL] Right here.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Alright OK thank you very much.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.