AccountId: 011433970860
ContactId: 2d625e00-fe2b-41ee-9013-bbc239c7119b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334220 ms
Total Talk Time (AGENT): 166272 ms
Total Talk Time (CUSTOMER): 112625 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/2025/05/30/2d625e00-fe2b-41ee-9013-bbc239c7119b_20250530T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um,
[CUSTOMER][NEUTRAL] I just went to the dentist a few weeks ago, but and I called to make sure I had coverage, but apparently I did not, um, so I just wanna know if there's any way I can pay whatever premium I need to to get my [PII] uh dental equipment covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can look and see if you can make a payment over the phone. Uh, can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I, I'll have to look. Give me one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, 02606086.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] All right, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, [PII] [PII], um, and [PII].
[AGENT][POSITIVE] Thank you very much and the phone number you gave me to call you back on is that your cell phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I appreciate it. All right, so I am looking at your policy and I do show that it's active. Um, are they saying that you weren't active for the date of service?
[CUSTOMER][NEUTRAL] Yes, I got a letter in the mail from Cobra.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is go ahead and transfer you on over to benefits in the card so that they can help you further.
[CUSTOMER][NEGATIVE] No, no, no, they just transferred me to you because they said that there's nothing that they can do and that's why they sent me over to you.
[AGENT][NEUTRAL] OK, so if they're wanting to make if you're wanting to make a payment and that would have to be done through benefits and a card because you're on group, we don't take the payment from you benefits and a card does and then they send it to us.
[CUSTOMER][NEUTRAL] Yeah, they won't take my payment but uh so can you see whether or not a claim was filed?
[AGENT][NEUTRAL] I do show that a claim came through um let me look at it real quick for yourself. It just came in today, so there's no information on it at this time. It'll it takes 3 to 7 business days to process and right now it's, we just received it today.
[CUSTOMER][NEUTRAL] OK, um, but did I have coverage on [PII]?
[AGENT][NEUTRAL] That is going to be a question for benefits in a card because they do your, your um premiums weekly.
[AGENT][NEUTRAL] So they'll need to look and see if you had coverage on that date of service.
[CUSTOMER][NEUTRAL] But you just said you saw that my coverage was active.
[AGENT][NEUTRAL] On our end it's showing that you have an active policy and your pay to date is [PII] and benefits in a card pays in arrears so it's OK with us because we know they pay in arrears.
[CUSTOMER][NEUTRAL] OK, so since they're saying they can't take any payment from me, the only thing I can do is wait and see whether or not it was covered.
[AGENT][NEUTRAL] Yes, you can wait and see if the claim is processed because on our end it's showing active.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] As far as paying, if, if for any reason you were not covered on that date of service, then yes that payment would have to go through benefits in a card and then they would send it to us.
[CUSTOMER][NEUTRAL] Yeah, they're saying that since uh it it was 4 weeks ago because I don't, I, I got a text message that looked like spam so I didn't respond to it um but you're saying on your end it looks like I have coverage so it looks like I had coverage [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I'll just wait and see if it gets processed correctly, I guess.
[AGENT][NEUTRAL] Yes ma'am, you can wait um if you wanna call uh.
[AGENT][NEUTRAL] We just got it today, which is Friday, and then it'll be 5 days next Friday like call not next week but the week after and see if the claim has gone through. If it denied we can let you know that also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a blessed weekend, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.