AccountId: 011433970860
ContactId: 5009886a-3a7b-4311-9ca1-5e3d2306b83e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397899 ms
Total Talk Time (AGENT): 181190 ms
Total Talk Time (CUSTOMER): 111188 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/5009886a-3a7b-4311-9ca1-5e3d2306b83e_20250328T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care this afternoon. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Hi, I'm good. I have a question on a claim. I'm hoping that you could help me with. Do you want the claim number, policy number?
[AGENT][NEUTRAL] Um, let me get the policy number first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, I'm still here. Did you hear me? Did you get it?
[AGENT][NEUTRAL] No, it was like, no, it was so quiet for a second. I don't know what happened.
[CUSTOMER][NEUTRAL] Oh my gosh, I don't even know what happened. OK, I'm sorry. It's 754754 uh 585.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the claim number?
[CUSTOMER][NEUTRAL] So it's 3556938.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the insured on the line is [PII] and she's calling because she's like we got a letter in the mail from you guys saying that a claim had been started on [PII] but like we haven't been to the dentist in forever so we don't know what this is. She wasn't able to give me a claim number or anything. The only thing that I saw recently was actually under the subscriber, but these are subpoenas for information.
[CUSTOMER][NEGATIVE] And I don't know what we're allowed to even disclose to them or if anything.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what's.
[AGENT][NEUTRAL] What they look like.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because that's like the only thing that I see that's like recent.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see exactly who this came from and.
[AGENT][NEUTRAL] Well, it all had to do with let's see custodian of records that's us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Within 20 days after receipt of subpoena you are ordered by the court to produce the documents or things requested.
[AGENT][NEUTRAL] Dang a apoa.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If I really go into why.
[AGENT][NEUTRAL] On behalf of [PII] A Visa ESQ.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Oh, that's the attorney, OK.
[AGENT][NEUTRAL] Um, give me a second.
[CUSTOMER][NEUTRAL] I can definitely do like a call back if some research needs to be done like offer that I just, I'm newer and so I just wasn't sure, you know, I just didn't wanna say anything. I wasn't supposed to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, with this being with legal yeah with this being with legal it looks like [PII] may have handled it um I'm not sure but it looks like she's not available right now so what I would do is I would maybe shoot her an email or something um I don't know if they have some type of.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Lawsuit going on and that's what this is about. I don't know, but the two, so the ones that are DM 25 indicate that no EOB was to be sent.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Right, I know.
[AGENT][NEUTRAL] And then the only correspondence that is out there is from 33.
[CUSTOMER][NEUTRAL] Right, I did see that and that was about a dependent.
[AGENT][NEUTRAL] And yeah.
[AGENT][NEUTRAL] Yeah, yeah, has attained the age of expiration basically so like he's not gonna be eligible anymore which you know that needs to be sent, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then CS correspondence on 35.
[AGENT][NEUTRAL] What does that have?
[AGENT][NEUTRAL] Oh, that was a check.
[AGENT][NEUTRAL] Maybe for his premium or something? Oh.
[AGENT][NEUTRAL] For Charlotte, so they sent in a check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To Charlotte because of records I guess those records maybe that we're having to be seen. I don't do we bill them? I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, yeah, we build them for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The records it looks like.
[AGENT][NEGATIVE] But it didn't come from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see it says your client so we billed them, yeah, so it came from them so that's what that is is the payment for the records basically um.
[AGENT][NEGATIVE] And that's really the only correspondence that's out there, so I don't know what they even would have received saying that something was.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Because DM 25, you know, says that no EOB is printed, so I have no idea.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK alright well I will just shoot her an email and then offer them a call back. I appreciate you looking at it with me thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem at all. You're very welcome.
[CUSTOMER][POSITIVE] All right. You have a good day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes ma'am you too.