AccountId: 011433970860
ContactId: 13504848-d711-4f39-98fb-924f6b285dfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514940 ms
Total Talk Time (AGENT): 148818 ms
Total Talk Time (CUSTOMER): 364262 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/13504848-d711-4f39-98fb-924f6b285dfa_20250514T21:27_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, did you say [PII]?
[AGENT][NEUTRAL] No, ma'am, [PII]
[CUSTOMER][NEUTRAL] OK. Oh, hi, [PII]. um I need to find out some information, please. Um, I am looking online at my account and it's not showing any claims, uh, that have been filed for a while, so just trying to see if I could, uh, find out what's going on, please.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] I am looking at yikes I guess not uh let's see payment preference I'm jeez I'm online but I guess I can't.
[CUSTOMER][NEUTRAL] Find it. I, you know, I guess I don't, um,
[CUSTOMER][NEGATIVE] To many Christmas. I don't even have my.
[CUSTOMER][NEUTRAL] Here it is. I do. I have it right in front of me. OK. It is policy certification number, it is 00608401.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] OK, thank you ma'am and verify your date of birth and mailing address for me please.
[CUSTOMER][NEUTRAL] My date of birth is [PII] mailing address [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to see if we received any recent claims?
[CUSTOMER][NEUTRAL] You know, I'm just having a problem with the, the people that I'm going through. They're saying that we don't have, um, so the way we have it is we have Federal Blue Cross Blue Shield. So there's a little tiny portion that they have to pay. So we have to, they have to send it to them. And then we have GEHA, which is GEIha, which is another federal, um,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Employee dental supplemental. So they send it to them, then once they're paid, they turn around, they send it to [PII].
[AGENT][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] So I'm like, wait a minute, I, I, uh, you know, I'm, yeah, I'm assured by American Public Life. And they said, well, no, we send it to the network people, which is [PII]. I said, well, that's the providers that I, you know, have to choose from.
[CUSTOMER][NEUTRAL] Um, but I, so I don't know if it's just not happening or it's just crazy. So I see that they did, that it is processed, and it's fine that you pay $35. And then for me, on [PII], there's $215. But they don't have anything from [PII], the
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And so we, we told them, we said, OK, hold up, let's just wait again and so we're not, we're not um scheduling any visits.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Until this is all cleared up, and it seems like it's just taking forever to clear up. So they said that they actually didn't get any payment.
[AGENT][NEUTRAL] Well, we hadn't received any claims for that date. Oh, you said for data service [PII]?
[CUSTOMER][NEUTRAL] And I see it
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this claim was for yourself?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it's for my husband.
[AGENT][NEUTRAL] OK, no, ma'am, we have not received any claims for him for that date, and you were right as far as with the Carrington, it's not something that's more or less for the provider if they participate with Carrington, they don't send claims to [PII] because they don't process claims.
[CUSTOMER][NEUTRAL] See?
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEGATIVE] Yeah, I'm, I'm thinking it just gets rerouted, right? Do you think it gets rerouted? Because it looks like they're getting paid. But I mean, these people, I'm, I'm telling you, they're, I hate to say this, I'm, that's just not nice, but they are really dumb about this, uh, this, uh, billing with Aspen down. I it's like
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Don't you guys understand it's 123123, and we've been dealing with this for like 3 years. So, I mean, yeah, so I don't know. I don't know if I'm just gonna go ahead and go with another dental provider, which I hate to. I've been with you all since [PII]. I mean,
[AGENT][POSITIVE] Oh bless.
[CUSTOMER][NEUTRAL] It's just no sense. I mean, you, you all pay, you know, you pay decent money. It's not that big of a deal. So I'll just, I'll just have to
[AGENT][NEUTRAL] We just need the claim.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I just need them to hurry up with it. But you know, they, they actually, they do it on the East Coast. I think it's like [PII] or it's the upper part of the, the country. It's not like local, you know, they send all these, the paperwork to the corporate and they take care of it it's like, you all need to just get with it. There's a whole another part of the country you guys got to get with. OK. Well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you, are you in [PII]? You're still in [PII], right, [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Oh, I just gotta get back to the South. I just can't handle the heat.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's so stinking hot down there. I can't do it anymore.
[AGENT][NEUTRAL] Well, it's not super hot right now. I mean, it's been raining like going off on the raining. But it's starting now to where I can start the, I can start to feel the heat a little bit more.
[CUSTOMER][NEGATIVE] Too old.
[CUSTOMER][POSITIVE] Nice.
[CUSTOMER][POSITIVE] I love rain.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But uh it hadn't reached peak summer yet.
[CUSTOMER][NEUTRAL] Yeah, I'll tell you what, I
[CUSTOMER][NEUTRAL] I know. Oh, I know that summer, we lived, we lived in the South for 8 years and we lived in [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, and then, you know where [PII] is, right? I mean, we did a lot of stuff in [PII] also. And then we moved to, uh, [PII], which is only 3 hours away near [PII]. And it was, it was hot. It was hot there too. Uh, but now I'm like, you know, I'm, I don't even know how old I was, maybe [PII] then. Now I'm like [PII] older. It's like I would just die if I moved back there. I just, I would just die.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But yeah, but I
[CUSTOMER][NEUTRAL] I know, [PII].
[AGENT][NEGATIVE] I don't, uh, I lived up north in [PII] before, so no, it's almost like it too extreme as far as cold to me because it's like, OK, why is this snow so high? Why do I have to go to school when there's snow? We get an itch. We out, everything is shut down until that stuff is melted.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I know, even if it's threatening. I remember they're like, don't go anywhere. I'm like, OK, I am from the West Coast. I have driven on snow. It's OK. Everybody just stay off the street and I'll be just fine driving by myself, but we live in [PII]. We live in Southern [PII] and we get snow. We get a lot of rain, but we don't really get that humidity except for when like the monsoonal weather starts moving up from [PII] or something, you know, like a typhoon or a hurricane or whatever it is on the side, but
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Other than that, we don't have much humidity at all. I mean, so it's nice. I get a good hair day.
[AGENT][NEUTRAL] And plus, it turns to ice. Uh, so here it turns to ice to where you can't, uh, here when it, it turns to ice and it just, you can't draw anywhere. So people, what do they always get, uh, milk, bread, and eggs or something like that.
[CUSTOMER][NEUTRAL] What, what's that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Always, just like a prepare.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was like, so.
[CUSTOMER][POSITIVE] Yeah, uh, I know, now, if you just get bisque, you're OK because that'll make you pancakes, it'll make you biscuits, and it'll make you, uh, whatever else, bread or some kind of bread. The biscuit can help too. We, that's what we used to keep.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] One second.
[AGENT][POSITIVE] I think I heard uh someone was being funny. It was like, what is everybody doing making uh French toast or something? I was like, well, we could.
[CUSTOMER][POSITIVE] Mm, that sounds good.
[AGENT][POSITIVE] I know it does sound good, doesn't it?
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] I was gonna say.
[CUSTOMER][POSITIVE] Well, Ms. [PII], it was a pleasure talking to you and I will just figure all this stuff out eventually.
[AGENT][NEUTRAL] Uh, you too.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] OK. You take care, honey.
[AGENT][POSITIVE] You too and thank you for calling APL. Have a great day, Mrs. [PII].
[CUSTOMER][POSITIVE] OK. Bye-bye. Thanks.
[CUSTOMER][POSITIVE] You too. Bye-bye, honey.
[AGENT][NEUTRAL] Bye.