AccountId: 011433970860
ContactId: e63ef3d1-4266-4c29-a9e4-30e466e7f49f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311899 ms
Total Talk Time (AGENT): 113030 ms
Total Talk Time (CUSTOMER): 150700 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/e63ef3d1-4266-4c29-a9e4-30e466e7f49f_20250320T19:56_UTC.wav
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[AGENT][NEUTRAL] Calling APA, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, thank you for taking my call. Uh, I'm [PII], I'm a client of yours I guess you'd say, uh, I have insurance with you for dental and I'm filing, uh, my income taxes, and I think I might have it together. I just wanna be sure I need to give you my name and my policy number if you can tell me what it cost me out of pocket, you paid a lot, you know, but what did I pay that you did not pay.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Really
[CUSTOMER][NEUTRAL] So, uh
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] Yeah, yes ma'am. It's uh 00630926.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. I had to stop and think I'm [PII] now.
[AGENT][NEUTRAL] Could you verify your mailing address and your email address that we may have on file for you? Or we don't have an email address, just verify your mailing address.
[CUSTOMER][NEUTRAL] OK, my
[CUSTOMER][NEUTRAL] OK. My mailing address is [PII], but I wouldn't mind giving you if you needed my, my email too.
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I've saved it on file for you.
[CUSTOMER][POSITIVE] Wonderful, thank you for doing that.
[AGENT][NEUTRAL] You're welcome. And the callback number? Thank you. Your callback number just in case the call is disconnected is the [PII]?
[CUSTOMER][POSITIVE] And you guys have been great what what now?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] Thank you, and I didn't mean to cut you off. You're calling in regards to, you want to verify how much you've paid this year, right?
[CUSTOMER][NEUTRAL] Yeah, in other words, how much did I have to pay that you were not able to pay? You just tell me, you know, yeah.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, so let me verify this for you.
[CUSTOMER][NEUTRAL] Uh, I mean, I'm looking at the bills. I just wanna make sure one shows $53.
[AGENT][NEUTRAL] OK, so for the.
[CUSTOMER][NEUTRAL] One shows 128 and one shows 65.
[AGENT][NEUTRAL] So for the date of service of [PII], your bill of your the patient responsibility was $231 for that date of service.
[CUSTOMER][NEUTRAL] OK, 2:31 for that day sir and that's for 220 24.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, 2:31.
[CUSTOMER][NEUTRAL] $2231 correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello? OK, all right.
[AGENT][NEUTRAL] OK, so now let me check the other one for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like your responsibility was $153 for [PII], that's $153.
[CUSTOMER][NEUTRAL] [PII], so what, what was the second amount was what now?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your amount was 153.
[CUSTOMER][NEUTRAL] Wait, 153 or 63?
[AGENT][NEUTRAL] 153.
[CUSTOMER][NEUTRAL] OK, 153 even.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] And what was the next number you
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] Give me a moment, let me pull it up.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So for data service, [PII]?
[CUSTOMER][NEUTRAL] Wait, [PII]?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, the first one you just gave me was the [PII], so this is [PII], OK.
[AGENT][NEUTRAL] Your responsibility was $98.
[CUSTOMER][NEUTRAL] $98 OK.
[CUSTOMER][NEUTRAL] That might be all of them.
[AGENT][NEUTRAL] Um, you have 2 more. Give me, well, 1 more.
[CUSTOMER][POSITIVE] OK, and you're so good with this, thank you.
[AGENT][NEUTRAL] 3503865.
[AGENT][NEUTRAL] You're welcome. For data service [PII], your responsibility was $65.
[CUSTOMER][NEUTRAL] $65 OK.
[AGENT][NEUTRAL] And this this include all of them for [PII].
[CUSTOMER][NEUTRAL] Alright, do you have, do you know what the grand total of that is?
[AGENT][NEUTRAL] I didn't add it up. I just was giving it to you.
[CUSTOMER][NEUTRAL] I, I, I
[CUSTOMER][POSITIVE] OK, OK, I wrote them down. I can, I can do with problem, baby. Thank you so much. You, you know, I like this insurance company. I actually have two policies. I have one under teacher retirement, which the group, and I have this one, and you guys do a great job with this. I can't thank you enough.
[AGENT][POSITIVE] Well thank you and I'll make sure to pass it along to the rest of the company.
[CUSTOMER][POSITIVE] Oh please do that. OK, thank you so much bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, Mr. [PII]. Goodbye.
[CUSTOMER][POSITIVE] All right, thank you, thank you. All right.