AccountId: 011433970860
ContactId: 4d682661-712e-4e76-811b-2591087ca241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233500 ms
Total Talk Time (AGENT): 38409 ms
Total Talk Time (CUSTOMER): 123552 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4d682661-712e-4e76-811b-2591087ca241_20250317T20:10_UTC.wav
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[AGENT][POSITIVE] This is easy.
[CUSTOMER][NEUTRAL] Hey [PII], I've got an insured on the back line who's inquiring about some, wanna say a fee schedule that might have been sent over from a provider's office. She's wanting to see if we got the information and I guess where we're at with it because they were waiting for confirmation and the provider has yet to receive anything from us.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 256-678-8. So actually the spouse Ms. [PII] on the line. Um the claim she's inquiring about is on participant 4 area.
[CUSTOMER][NEUTRAL] Or possible fee schedule everything's been verified and the number she's calling from is her call back as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, you can send her over.
[CUSTOMER][POSITIVE] All right, here she goes thank you and have a good day.
[AGENT][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling because um I was wanting to know a.
[CUSTOMER][NEUTRAL] I had my daughter had been seen at our dentist.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] They said that they were gonna send over some stuff so that I could see what all would be covered with you guys as my secondary insurance.
[CUSTOMER][NEUTRAL] And we hadn't gotten any confirmation yet.
[CUSTOMER][NEUTRAL] Like anything back from you guys in her first session to get her dental work done is um
[CUSTOMER][NEUTRAL] The 3rd.
[AGENT][NEUTRAL] OK, see one moment.
[CUSTOMER][NEUTRAL] The only thing that I've gotten from you guys is I guess where you showing what you guys have paid already.
[CUSTOMER][NEGATIVE] But nothing telling me like an estimation of what you guys will pay for the services that you know they estimated that she would need.
[AGENT][NEUTRAL] OK. And when did we receive that request from the provider because I'm not showing that on file.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Uh, I'm insured. I asked them, actually, before I went in, I went in with my son, and I let them know, hey, this is the insurance we have. And um I said, can you tell me if some of this stuff will be covered? And she said, actually, we sent stuff to them and um we haven't heard anything back. And they've been telling me that for like, I'd say 3 weeks.
[CUSTOMER][NEGATIVE] But I asked them, I don't know how how how how they would know what I had to pay.
[CUSTOMER][NEGATIVE] Out of pocket if they haven't even submitted, you know, anything to you guys.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see, one moment.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] In the garage.
[AGENT][POSITIVE] OK. Thank you, ma'am, for your patience. Yes, I'm not showing anything on file that any requests that we've received from them. I apologize.
[CUSTOMER][NEUTRAL] OK, I'll call them real quick and let them know how long does it usually take once you guys get that? Her first session to get her teeth worked on is like [PII].
[AGENT][NEUTRAL] I'm about 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK, I'll make sure to go ahead and send that over.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, I thank you again for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Mm thank you.