AccountId: 011433970860
ContactId: 5e773319-4693-4ede-a9ad-d591b4fc45dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291850 ms
Total Talk Time (AGENT): 125616 ms
Total Talk Time (CUSTOMER): 86752 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/5e773319-4693-4ede-a9ad-d591b4fc45dc_20250626T15:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], Ms. [PII], and I was calling because my dental.
[CUSTOMER][NEUTRAL] uh providers stated that I was ineligible for services and I was trying to see the reason why.
[AGENT][NEUTRAL] OK, I can check your benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, hold on, wait a minute.
[CUSTOMER][NEUTRAL] It is 026.
[CUSTOMER][NEUTRAL] 242-777
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] uh email address [PII] it should be [PII]. The lady just mentioned uh that that was the wrong uh email address that you all had and [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we have a Gmail email. Do you want to keep that one or you want to change it?
[CUSTOMER][NEUTRAL] Uh, do you have [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] That's not the correct uh I don't know where that email come from. That's not the correct email. I don't know who she is.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so, um, let me change that. You say [PII]?
[CUSTOMER][NEUTRAL] Can you put [PII]? Do no do that one, [PII]. Do, do just, just do that one, yeah.
[AGENT][NEUTRAL] And there's
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I should have told her that one also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what type of service, um, or do you have a code of the service they're trying to perform that they said we don't cover?
[CUSTOMER][NEUTRAL] Uh, I have the claim number.
[AGENT][NEUTRAL] Oh, OK, so it's something that we have, um, yes, go ahead.
[CUSTOMER][NEUTRAL] Is that what you would like?
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, it's 361.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4536.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] It's from Doctor [PII].
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] For Doctor [PII].
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Is that the name of the doctor? OK. Is that for date of service, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so this particular claim is waiting for eligibility for benefits in a card. So once we receive the eligibility information from Benefits in a card, we will reprocess the claim.
[CUSTOMER][NEUTRAL] OK, so is it, it's something that I need to do?
[AGENT][NEUTRAL] If you want to expedite the process, um,
[CUSTOMER][NEUTRAL] To get the, the eligibility.
[AGENT][NEUTRAL] Yeah, if you want to expedite the process, what you can do is get in contact with benefits in the car and let them know that we're waiting on eligibility to process one of your claims to see if they can send that as soon as possible. I can give you their number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for you. OK, so the number to benefits in your card is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So once we receive um the eligibility information, and we'll go ahead and reprocess.
[CUSTOMER][NEUTRAL] I believe that I did
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. OK, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.