AccountId: 011433970860
ContactId: 2d428ef4-7cd8-47f7-a56a-21d8f913545e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385200 ms
Total Talk Time (AGENT): 186052 ms
Total Talk Time (CUSTOMER): 168958 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2d428ef4-7cd8-47f7-a56a-21d8f913545e_20250218T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. Last name uh full name, my name is [PII]. Full name is [PII]. Last name is wrong. Can I have the policy number for you?
[AGENT][NEUTRAL] OK, what is the policy number, please, sir?
[CUSTOMER][NEUTRAL] 0200.
[CUSTOMER][NEUTRAL] 6283.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, thank you for the policy number. Um, can I please get you to give me your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then also for security reasons can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I'm not sure which one you're using. I have actually in the house.
[CUSTOMER][NEUTRAL] Uh, uh, even on the
[CUSTOMER][NEUTRAL] The on the driver's license is gonna be different because I have moved back to my own house right now. The old address I give it to you guys for 4 years [PII].
[AGENT][NEUTRAL] I have a PO box.
[CUSTOMER][POSITIVE] Yeah, the PO box is fine. The PO box for the business. PO [PII] 1661, uh, so that's what is good. doesn't always use that one.
[AGENT][NEUTRAL] OK good and then what is your email address and your phone number?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] My phone number is [PII]. My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Thank you I appreciate you verifying your policy and if our call gets disconnected, can I call you back the cell phone number that you just supplied for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, yes, yes, yeah, I call you from my personal phone that, uh, you can call me by phone number that I provide you because it's for the business shop business only.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. All right. How can I help you today with your policy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I have a problem over 4 years when we try to go to see the dentist, uh, they need cover. They say nothing. They say they not cover anything and then my daughter go to the emergency yesterday and then.
[CUSTOMER][NEUTRAL] I have to pay my own pocket, 700 and
[CUSTOMER][NEUTRAL] I give them a policy everything that I have on the email from the UTBA sent me. They can do nothing. I have to still pay for my own pocket. I just want to see how do I claim that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I can help you with the claim, so what you need to do is you're gonna go to our website and let me give you that website. Do you have a pen and paper?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Or you can write down the website.
[CUSTOMER][NEUTRAL] No, could you send me the email?
[CUSTOMER][NEUTRAL] Yeah, oh, I can have the UPA, that one, the, the, the UPA something like that. UPA fabric login something like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Oh, OK, I got it, yeah.
[AGENT][NEGATIVE] And then once you get in that website, you're gonna go to claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll you'll choose the for your daughter, let's see you said she went to the ER for your daughter.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not the uh the clinic actually, yeah, not the little emergency, just go to the clinic because she has something probabilities.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. All right. So for your daughter, it's gonna be a different policy number. It's gonna be 2,006,320 and I can transfer you on over uh to um
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Web TPA so that they can talk to you about that claim because it'll go through them.
[AGENT][NEUTRAL] And as far as your as far as your dental policy goes, um, also on that website that I gave you [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] If you go in the top right-hand corner and uh put in provider in the search bar.
[AGENT][NEUTRAL] And then go to provider resources after it after you push in or go to provide your resources and it'll pull up a screen for you to put in your zip code and it'll give you all the providers in your area.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now you should be able to use anybody you want to if they have problem with your insurance, have them call us and verify your benefits, and we can send them a fax back.
[CUSTOMER][NEUTRAL] I just try many times, yeah, I tried over 4 years, that's why I
[CUSTOMER][NEGATIVE] And this is last, last time I can use for your guys service because I'm super tired but every time I call, I give the policy, then take a vision. I mean no government, but my daughter in [PII], uh, but in [PII] area, no one know anything about this company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you believe it?
[AGENT][NEUTRAL] OK, well, I can't believe it now because we're, we have a lot of, we have a lot of uh clients but um if you go to that website, go ahead and put in uh the zip code for the provider and search for providers in your area.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And they should be able to use it like I said, if they have any trouble with it, you have them call us because we can send them a fax back with all of your benefits and um the fee schedule of what we pay.
[CUSTOMER][NEUTRAL] OK, like I said, I have to call you TBA or I have to do my own from the website for the claim?
[AGENT][NEUTRAL] From
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm going to right for your daughter's claim I'm gonna transfer you over to Web TPA. Would you like that phone number just in case we're disconnected?
[CUSTOMER][NEUTRAL] But my daughter came.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Mm no.
[AGENT][POSITIVE] OK, it's gonna be a brief hold while I transfer you on over. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.