AccountId: 011433970860
ContactId: 17241134-9c9f-4c47-b361-0219496fbb4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366190 ms
Total Talk Time (AGENT): 155063 ms
Total Talk Time (CUSTOMER): 140769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/17241134-9c9f-4c47-b361-0219496fbb4d_20250121T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes, I'm having a problem with um my insurance.
[CUSTOMER][NEUTRAL] my dental and my medical.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] They're saying that my group number is not working out like my, they can't put me up in the system, basically.
[AGENT][NEUTRAL] OK, one, OK, I can assist you with your benefits. I'll look into that for you. Um, first, let me get your name and a go callback number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 5362229
[AGENT][NEUTRAL] OK. And please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII] and my email is my [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am. I'm showing a dental policy. Um, the effective date on the policy was [PII] and the policy is still active. Um, who's saying that they're unable to pull up your benefits, the provider or?
[CUSTOMER][NEUTRAL] Oh yeah, I went to Mint dentistry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they said, they said they can't pull up.
[CUSTOMER][NEUTRAL] My policy
[CUSTOMER][NEGATIVE] I gave the number and they said they, they, they can't active. It's like they can't find me in the system.
[AGENT][NEUTRAL] Mm. Because I'm showing the last time a provider called was in [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, according to the notes in, in our system.
[CUSTOMER][NEUTRAL] That was probably for my
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So did they call.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yeah, so did they call us, um, did they say that they called us or did they go online and check for your benefits? Because like I said, according to our system, the last time we received a call from a provider was in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I don't know, ma'am, to be honest, I really don't know if, I mean, are we in uh.
[CUSTOMER][NEUTRAL] I don't know how to say, in network or out of network with them.
[CUSTOMER][NEUTRAL] In dentistry?
[AGENT][NEUTRAL] Well, actually, actually, we work with our providers, so yes, we're, they're in network with us and we're in network with them because we work with our providers. There's no network.
[CUSTOMER][NEUTRAL] OK, what about medical?
[CUSTOMER][NEUTRAL] Like if I want to go get like an OBGYN, do we, is it, I'm sorry, is there any way like I can get a list of like what is my like insurance covers that way I know a better way to like.
[CUSTOMER][NEGATIVE] No, call people to get appointment fixed.
[AGENT][NEUTRAL] Well, actually, I'm showing that for your medical benefits, you have a different policy number. Let me give you that number first for your medical benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. For your medical benefits, your policy number is 025.
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 36
[AGENT][NEUTRAL] Mhm. 254.
[CUSTOMER][NEUTRAL] 254. See, I, I put, I see I got that. I got that and I, when I was doing my OBGYN I gave her that number and um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He was saying basically that she couldn't find me in the system. So with my medical, is it well TPA is that the right to claim uh claim to?
[AGENT][NEUTRAL] Yeah, she would need to actually contact Web TPA to uh verify your benefits and let me give you their phone number. She wouldn't call our number. She will call this number, um [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Or if that number doesn't work, she can contact them at this number. There's another number.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK, so, so when I call dentistry back, what do I tell them?
[AGENT][NEUTRAL] Um, you give him this number that you called. Did you call the [PII]?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, you give them that phone number and you give them your policy number, the 253-622-9 and let them know that they would need to contact us at that number and um give us your policy number so that we can give them your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Mhm, thank you.