AccountId: 011433970860
ContactId: ed2da7bd-7c3e-4224-bfb2-82c038e86f67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1185939 ms
Total Talk Time (AGENT): 294958 ms
Total Talk Time (CUSTOMER): 474594 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ed2da7bd-7c3e-4224-bfb2-82c038e86f67_20250325T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Someone on your side.
[CUSTOMER][NEUTRAL] Uh this is [PII] I'm calling about my policy, dental, um
[CUSTOMER][NEUTRAL] And it is 00614048.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Could you check that for me and see?
[CUSTOMER][NEUTRAL] But the status is as far as a claim for a partial.
[AGENT][NEUTRAL] For claim for who?
[CUSTOMER][NEUTRAL] For me, but for the
[CUSTOMER][NEUTRAL] It was for the uh part of it, um.
[CUSTOMER][NEUTRAL] That my dentist.
[CUSTOMER][NEUTRAL] Uh, it's going to make when he gets the board for you to pay for it.
[AGENT][NEUTRAL] OK, you're calling in to see if they submitted in an estimate?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] They sent it in, but it has not been addressed.
[AGENT][NEUTRAL] OK, could you
[CUSTOMER][NEUTRAL] And I need to know what I can do.
[CUSTOMER][NEUTRAL] To um get it.
[CUSTOMER][NEUTRAL] Moving.
[AGENT][NEUTRAL] Could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address on file.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Um, like, just a second, I'm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, 13.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so is this a updated mailing address because that's not the one that we have in the system.
[CUSTOMER][NEUTRAL] Um, yeah, I guess it is, but I'm getting, um,
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] From us
[CUSTOMER][NEUTRAL] From you
[CUSTOMER][NEUTRAL] I'm you.
[AGENT][NEUTRAL] OK, because that's not the mailing address that we have in the system to be submitting mail.
[CUSTOMER][NEUTRAL] Do you have uh [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What have you got?
[AGENT][NEUTRAL] I can't disclose that you will have to verify that mailing address because this mailing address was given to us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I think I've got something in writing today. Let me see.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Like just a minute.
[CUSTOMER][NEUTRAL] Um, that's not it.
[CUSTOMER][NEUTRAL] Well, let me give it to you now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that twice.
[CUSTOMER][NEUTRAL] You, you are not trans-Americ, right?
[AGENT][NEUTRAL] No, we're American public life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My daddy worked with my uncle [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, what can I do to give you the information you need to process this claim?
[AGENT][NEUTRAL] OK, first I have to verify your policy so the way that I will verify your policy is to make sure that the information that is listed in the system that we have and then I have to verify.
[AGENT][NEUTRAL] Which claim that you're calling in regards to. So are you saying that you have a new mailing address that needs to be entered in the system?
[CUSTOMER][NEUTRAL] Um, it's not new, and I thought,
[CUSTOMER][POSITIVE] I think that I've been getting stuff from American public life.
[CUSTOMER][NEUTRAL] Um, but who knows, um.
[CUSTOMER][NEUTRAL] Let me give you my address.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] May I do that?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] Apartment 113.
[CUSTOMER][NEUTRAL] Bridgeland, Mississippi.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The now.
[AGENT][NEUTRAL] OK, and is there an email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not the email address that's on file either.
[CUSTOMER][NEUTRAL] Uh, that's probably change too, um.
[CUSTOMER][NEUTRAL] Is it um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] Um, it's [PII] now.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It was, I can't remember with AT&T. Um,
[CUSTOMER][NEUTRAL] Um, of course at the White House nominees tobassador. Do you have to have it?
[AGENT][NEUTRAL] OK, so can I have the email address that you're needing?
[AGENT][NEUTRAL] I it's one listed in our system. I'm supposed to verify that email address.
[AGENT][NEUTRAL] To even verify this account.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] But that's gonna do it
[CUSTOMER][NEUTRAL] Well, uh it's [PII].
[CUSTOMER][NEUTRAL] Before that, it was, I can't remember what it was. It was
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It was an iCloud, I think, um.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] So what was this new email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me make sure that this is correct. [PII].
[CUSTOMER][NEUTRAL] a day
[CUSTOMER][NEUTRAL] Right, that's [PII].
[AGENT][NEUTRAL] Yes, for your last name.
[CUSTOMER][NEUTRAL] [PII], [PII] [PII] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case this call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Fairly easy and lean and healthy looking now it's like a show dog.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So your daddy. I'm [PII]. Um. Yeah. Uh my doctor has been
[CUSTOMER][NEUTRAL] Uh, my dentist has been using.
[CUSTOMER][NEUTRAL] Uh, some way.
[CUSTOMER][NEUTRAL] The claims have gotten to you.
[AGENT][NEUTRAL] Yes, we will receive their claims, but if the mailing address in our system is different, you won't receive the documentation of us processing the claims.
[AGENT][NEUTRAL] So if we were to process the claim and we required other information maybe from you or from the provider you wouldn't receive the documentation because the the mailing address and email address that we have is not correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So what must I do to change that?
[AGENT][NEUTRAL] I did get your mailing address and I'm going to request to have that updated in the system. So all this information is if you call in that exact information is what you're going to have to give to verify your account.
[CUSTOMER][NEUTRAL] OK, well, that's easy, uh, I mean.
[CUSTOMER][NEUTRAL] Do I need to make another call?
[CUSTOMER][NEUTRAL] To verify this, I can't get on.
[AGENT][POSITIVE] No, you don't have to make another call. I'm gonna go ahead and review your account for you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But first, what I can do to verify your account could you verify your social please that we have listed in the system?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And I did pull your policy up.
[AGENT][NEUTRAL] And you're calling in regards to some a claim that your provider has submitted over to us.
[AGENT][NEUTRAL] And you said it's for what type of procedure?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, it's for a, um,
[CUSTOMER][NEUTRAL] Uh, I'm I'm confused now. I, um.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm sorry. I'm
[CUSTOMER][NEUTRAL] I've been working on this.
[CUSTOMER][NEUTRAL] For an hour.
[CUSTOMER][NEUTRAL] It's for um
[CUSTOMER][NEUTRAL] Oh shoot, I, I'm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Partial.
[AGENT][NEUTRAL] For a partial?
[CUSTOMER][NEUTRAL] Upper.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, because I'm not saying that we received anything from a provider for a partial.
[CUSTOMER][NEUTRAL] The provider was, um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I do see that we have a claim from that provider, but it's not for a partial.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I, I mean, I, I don't have good teeth. So I have
[CUSTOMER][NEUTRAL] Several claims, you know, I mean, there's always a claim. Um,
[CUSTOMER][NEGATIVE] So you have not received.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The claim I'm talking about.
[AGENT][NEUTRAL] No, no, I'm not seeing a claim that we received to request to see if the partial will be.
[AGENT][NEUTRAL] Payable. There's no claim received.
[CUSTOMER][NEUTRAL] OK. So what must I tell them?
[CUSTOMER][NEUTRAL] To do.
[AGENT][NEUTRAL] Let me go in another way to see if we received anything.
[CUSTOMER][NEUTRAL] They gave me your number. I mean, I, I
[CUSTOMER][NEGATIVE] I can't believe that they don't have the right.
[CUSTOMER][NEUTRAL] I do believe it, but um,
[CUSTOMER][NEUTRAL] Uh, knowing that they
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][NEUTRAL] Then it
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And you said it's for [PII]?
[AGENT][NEUTRAL] As the provider?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh. The, his last name is [PII]
[AGENT][NEUTRAL] OK, so we, we received something last year.
[CUSTOMER][NEUTRAL] I said lateral.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] For this claim and it's been processed.
[CUSTOMER][NEUTRAL] What did
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But this
[CUSTOMER][NEUTRAL] I don't know how many units this.
[CUSTOMER][NEUTRAL] Partial hat on um
[CUSTOMER][NEUTRAL] All I know is they said that they had sent it.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, and we processed that claim and we sent the information to the provider. Let me see when it was actually processed. The claim was processed [PII], so they would have received that information already.
[CUSTOMER][NEGATIVE] Well, evidently they haven't.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what must I do?
[AGENT][NEUTRAL] If they haven't received it, they will have to contact us and let us know that they hadn't received it because we submitted it to the mailing address that is listed on this claim from the provider and it is showing.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So the the way that this claim was processed is showing that that procedure is not covered under your policy.
[CUSTOMER][NEGATIVE] Oh, so it was denied.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, they think that it is covered.
[AGENT][NEUTRAL] No, we processed the claim and submitted the, the reason.
[AGENT][NEUTRAL] On this claim.
[CUSTOMER][NEUTRAL] OK, what, what was the reason?
[AGENT][NEUTRAL] It's not covered up under your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, it's a non-covered benefit for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then I will call them back and tell them that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there anything else I can do?
[AGENT][NEUTRAL] Well, with this policy not covering that, it's nothing else that can be done because that procedure is just not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I will call them back and give them that information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And that is my primary
[CUSTOMER][NEUTRAL] Policy.
[AGENT][NEUTRAL] Yes, this is your dental policy, yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK, well I will get your information updated in the system. Go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, um, can I change policies to get something that would
[CUSTOMER][NEUTRAL] be covered, um,
[CUSTOMER][NEUTRAL] Or something that would cover.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That procedure.
[AGENT][NEUTRAL] OK, who did you have to go through to get this policy? Was it?
[AGENT][NEUTRAL] An employer or is it just private insurance?
[CUSTOMER][NEUTRAL] I think it's just private insurance.
[CUSTOMER][NEUTRAL] I'm retired. So, um,
[CUSTOMER][NEUTRAL] It wouldn't have been at work. Um,
[CUSTOMER][NEUTRAL] I, I don't know if the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe I should go to other places.
[AGENT][NEUTRAL] Because you may have to, if you're trying to see if they have other policies, you may have to talk with someone in customer service to see if there's another policy that could you may that you may be able to receive, but this is the policy that was assigned and chosen at that time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do, do you know what the date of uh
[CUSTOMER][NEUTRAL] That I got that policy, do you have that information?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] It is shown that this policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've been retired.
[CUSTOMER][NEUTRAL] Since then, so.
[CUSTOMER][NEUTRAL] I was retired at that time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I have no idea who I went through.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] And I do wanna thank you so much for calling American Public Life Miss [PII]. You have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you bye bye.