AccountId: 011433970860
ContactId: 1369e503-9c5d-4da3-9af4-d13188ec817f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 862380 ms
Total Talk Time (AGENT): 334094 ms
Total Talk Time (CUSTOMER): 89925 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1369e503-9c5d-4da3-9af4-d13188ec817f_20250318T20:45_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] OK.
[CUSTOMER][NEUTRAL] Uh hello, this is [PII]. Last name is [PII]. I'm calling from provider office to verify the claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] Fullback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] I'm sorry, uh, what was that?
[AGENT][NEUTRAL] What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure. The policy number is 018.
[CUSTOMER][NEUTRAL] 66.
[CUSTOMER][NEUTRAL] 960, M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the last name is
[CUSTOMER][NEUTRAL] [PII], last name is, it's [PII] Date of birth, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now, actually, [PII], this policy turned on 10-124. The patient did have coverage under another policy from 10-124 to 2125. What is the data service for your claim status?
[CUSTOMER][NEUTRAL] Uh, this one in [PII].
[AGENT][NEUTRAL] OK. Let me give you the, well, yeah, let me give you the correct policy number for that data service if you don't mind.
[CUSTOMER][NEUTRAL] Yes, please. Just bear with me, OK?
[AGENT][POSITIVE] OK. Take your time.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] The correct policy number as of [PII] is 257.
[AGENT][NEUTRAL] 0166.
[CUSTOMER][NEUTRAL] 2570166, that's it.
[AGENT][POSITIVE] Yes, sir. That's correct.
[AGENT][NEUTRAL] Now for [PII], I have no claims on file on this policy. Her policy was active from [PII], and the policy turned on [PII], so that claim can be submitted.
[CUSTOMER][NEUTRAL] OK. So, so, so the number, uh, the number which I have provided you, the policy number which I provided you, that, that, that policy uh term on which date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 101. OK.
[CUSTOMER][NEUTRAL] [PII] policy has been termed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] That's been to um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] That can be faxed to us as well, but we will need the primary EOB we're secondary.
[CUSTOMER][POSITIVE] And, and OK, no worries. Thank you so much for that information. And like, uh, could you please just help me out with the like uh mm, effective and term rate for the new policy?
[AGENT][NEUTRAL] Sure. Effective date is [PII].
[AGENT][NEUTRAL] And the term date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 101 to 24 212.5, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, no worries. Thank you so much. And I didn't get your name. Your name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, [PII], thank you so much. Help me with the reference number of this call, please.
[AGENT][NEUTRAL] Reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name, [PII] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Um, no, thank you so much. That's all from my side.
[AGENT][POSITIVE] All right. [PII], it's been a pleasure to assist you with that claim status today. Thank you for calling APL. Have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too bye bye take care.
[AGENT][NEUTRAL] You too. Bye-bye.
[AGENT][NEGATIVE] Well, never mind then. You don't want to talk to me, girl.
[AGENT][NEUTRAL] I was getting excited. I was getting excited that I was gonna talk to you. I miss you.
[AGENT][NEUTRAL] Yeah, that's probably it. How's everything going?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, it's uh it's a little bit more straightforward.
[AGENT][NEUTRAL] To, you know, it's, it's.
[AGENT][POSITIVE] These are the benefits. This is it, you know. And it's dental, so you don't have to worry about diagnosis codes and, you know.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And sometimes, and sometimes in the beginning you're just.
[AGENT][POSITIVE] You know, like answering the question, but with time, the understanding will come and you won't have to worry about that. Yeah, and [PII] is amazing. So I'm glad you got her.
[AGENT][NEUTRAL] Like
[AGENT][POSITIVE] Oh, you will, you will. Once you get used to it, first you're just worrying about the information, learning the information, and then once you get that information, it's gonna be a whole different ball game because you're gonna be going, oh yeah, I can help you with that, you know.
[AGENT][POSITIVE] Just like the med link, I mean, I think it's gonna click so easy for you but like I said, we had the hardest week because you're not only learning benefits, you're learning all those screens.
[AGENT][NEUTRAL] And dental doesn't have that many screens, some of the same, but not many are different.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] That, yeah, that one you kinda have to be a little bit careful on, but you're gonna be just fine.
[AGENT][NEUTRAL] I know you are.
[AGENT][NEUTRAL] Yeah, and then next week you'll start the hospital indemnity policies. Now, just buckle up because those get to me.
[AGENT][NEGATIVE] Are not as easy as midlink.
[AGENT][NEUTRAL] Not to me. They may be to you.
[AGENT][NEUTRAL] Some people think they're easier. I just think meddling's easier because it's just straightforward sickness or injury, and we pay copay, deductible or co-insurance, bam, you know.
[AGENT][NEUTRAL] But um
[AGENT][NEUTRAL] Oh, aren't you blind? No, you're kind of blonde-ish.
[AGENT][NEUTRAL] Well, it's, it's not really a test. It's just kinda like, you know, what you, how you understand it and that's, that's why it's important to do those.
[AGENT][NEUTRAL] It's just like the first time, you know, and then we talked about your medin test, you know, and, and then, you know, then you made 100.
[AGENT][NEUTRAL] So girl, I missed almost at least one question on every single test I take. I don't know why it's just.
[AGENT][NEUTRAL] I'm not a really super good test taker. I'm like you. I think of all these different scenarios in that question.
[AGENT][POSITIVE] And then it's like, no, just answer the question. [PII], bless her heart. [PII], that child, that girl, that supervisor has pounded in me. What are they asking? I said, well, I can tell you what they're asking, but, but what if they need to, what are they asking? You know, keep the main thing, the main thing. And I'm like, I'm trying, you know.
[AGENT][NEGATIVE] But I'm like you, I think about all these different, yeah. I, cause I knew exactly when you said what you said, I'm like, hm she thinks like I do, poor child.
[AGENT][NEUTRAL] Right. Mhm. And then you think about it from the insured's point, and then you think about it from our point. Well, we can't pay, but then the insured is needing the money and you, you just just go back and forth.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] So, well, I'm glad you got that. Are you working later this week?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so you got the Calabria working good now so you can listen to calls.
[AGENT][NEUTRAL] Um, is there a dental option? I don't know. I haven't looked lately.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think, yeah, they're only on benefits.
[AGENT][POSITIVE] OK, have fun. Talk to you later bye.