AccountId: 011433970860
ContactId: 7eb1ee01-39fd-403e-985b-5e96458a6b01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2410520 ms
Total Talk Time (AGENT): 575654 ms
Total Talk Time (CUSTOMER): 1047119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7eb1ee01-39fd-403e-985b-5e96458a6b01_20250207T16:25_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII].
[AGENT][NEUTRAL] And how are you doing?
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] Yeah, I received the bill.
[CUSTOMER][NEUTRAL] From Laroy
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have your policy number available for APL?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Yeah, 02544684.
[AGENT][NEUTRAL] Thank you, Mr. [PII], and can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Uh, my address [PII].
[CUSTOMER][NEUTRAL] [PII], ZIP code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] By [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And what is your email and phone number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my phone number [PII].
[AGENT][POSITIVE] All right. Thank you, Mr. [PII] for that verification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And I understand that you received a bill from a laboratory expense.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, for my wife, really smile.
[AGENT][NEUTRAL] Alright, and what was the data service for that laboratory expense?
[CUSTOMER][NEUTRAL] Uh, please, I need to translate to Arabic. Can you help me?
[AGENT][NEUTRAL] Um, I can contact our language line.
[AGENT][POSITIVE] And they can assist you, bear with me just one second and I can get someone on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It'll be my pleasure if you'll just hold just a minute on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It may take just a minute, but if you'll hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Welcome to Language Line Solutions. Please enter your six digit client ID.
[CUSTOMER][NEUTRAL] For Spanish, press 1. For other press 2.
[CUSTOMER][NEUTRAL] Please speak the name of the desired language.
[AGENT][NEUTRAL] Arabic
[CUSTOMER][NEUTRAL] I understood Arabic. If this is correct, say yes or press 1. If this is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please hold for an interpreter.
[CUSTOMER][POSITIVE] Thank you for calling Language and Solutions. This is [PII] ID 430522. I'll be out in [PII] today. I'm proud of you. This most for training and quality purposes. May I please have your business unit initials?
[AGENT][NEUTRAL] Uh, let me get that for you. [PII].
[CUSTOMER][NEUTRAL] OK. Would you like me to place any calls or are they with you?
[AGENT][NEUTRAL] Um, I can add them to the line.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And his name is [PII].
[AGENT][NEUTRAL] And this is regarding insurance, you want me to add him to the line now?
[CUSTOMER][POSITIVE] Sure. I'm ready.
[AGENT][NEUTRAL] All right. Thank you. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I apologize. And what was your agent number?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] 430522
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] [PII], let me get him on the line one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mr. [PII], I do have [PII] on the line. He's going to assist you in Arabic language, OK?
[CUSTOMER][NEUTRAL] OK, I have a [PII] and I.
[CUSTOMER][NEUTRAL] I mean my my my help.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Waiting your instructions.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, we are needing the date of service for the laboratory expenses for his wife [PII].
[CUSTOMER][NEUTRAL] I'm so sorry, what's the first word you said?
[AGENT][NEUTRAL] We are needing the laboratory expenses date of service for his wife [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it
[CUSTOMER][NEUTRAL] And then [PII] um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The um ba ba bao the green.
[CUSTOMER][NEUTRAL] And I saw the big academic in [PII].
[CUSTOMER][NEUTRAL] My smile. Except that I'm hearing a different dialogue. Can I confirm the dialogue, please?
[AGENT][NEUTRAL] For he, he requested Arabic.
[CUSTOMER][NEUTRAL] Yes, we have 7 Arabics. I think it's Susan Arabic. One moment. Afan Haak Menoy.
[CUSTOMER][NEUTRAL] And I'm in [PII].
[CUSTOMER][NEUTRAL] Lawa. Yes, Sudanni Arabic. It's, I need to transfer the call to the right interpreter. Can you give me one second?
[AGENT][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please hold.
[CUSTOMER][NEUTRAL] Thank you for calling Language Line Solutions. This is [PII] ID 365421. I'll be a Sudanese, uh, Arabic today, proud to serve you. Call may be monitored for training and quality assurance purposes.
[CUSTOMER][NEUTRAL] Your client with you or you want me to contact you?
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] [PII], I have a Mr. [PII] on the line, and we are needing information for a claim for his wife.
[AGENT][NEUTRAL] Can you assist us?
[CUSTOMER][NEUTRAL] OK, can I introduce myself to him?
[AGENT][POSITIVE] Absolutely go right ahead. He is on the line.
[CUSTOMER][NEUTRAL] OK, uh, and how can, uh, what you are with that so then.
[CUSTOMER][NEUTRAL] OK, how big, how about?
[CUSTOMER][NEGATIVE] I want her back.
[CUSTOMER][POSITIVE] Yes, so, yeah, I introduced myself to him.
[AGENT][NEUTRAL] OK, so he, we are needing the date of service for the laboratory expenses for his wife [PII].
[CUSTOMER][NEUTRAL] Well, uh, [PII] is in uh beta [PII].
[CUSTOMER][NEUTRAL] [PII] beat albita beat Almaraim.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Does he have that date of service?
[CUSTOMER][NEUTRAL] Alfia beta da.
[CUSTOMER][NEUTRAL] Yes, yeah, I must in Dare.
[CUSTOMER][NEGATIVE] Um, how exactly I don't understand.
[AGENT][NEUTRAL] So he's um he states that he received a bill from a laboratory charge for his wife. I'm checking to see if we have that claim on file, but I need the date of service when she had the services performed.
[AGENT][NEUTRAL] It should be on the bill.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, go to jabulefazura with that mamal with the lamaravita for anna mokhtaj Arif uh lasanma shuto in definam he know Almarabtata ga maheal maal me then it become toilfatura.
[CUSTOMER][NEUTRAL] Avaya Papa Shari Mahar.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] But one of my.
[CUSTOMER][NEGATIVE] They sent me 2 bills.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wahdalataharwadawa.
[AGENT][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] One on the [PII].
[AGENT][NEUTRAL] Oh, OK, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, one on the [PII] and the other 1 [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and one on [PII]?
[CUSTOMER][NEUTRAL] Well [PII] or [PII].
[CUSTOMER][POSITIVE] Yeah, it matters.
[CUSTOMER][NEUTRAL] How about about.
[CUSTOMER][NEUTRAL] OK, and speaking here. I'm just going to ask him to repeat again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you uh [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the other 1 [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And the other one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you and is that from Quest Diagnostics?
[CUSTOMER][NEUTRAL] Well I mean Quest Diagnostic.
[CUSTOMER][NEUTRAL] Yeah, no malignant.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, both.
[AGENT][NEUTRAL] All right, thank you. I am checking on those claims.
[AGENT][NEUTRAL] If you give me just one moment.
[CUSTOMER][NEUTRAL] Um, for undergrad.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Pay for that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do have both claims on file.
[AGENT][NEUTRAL] However, they
[CUSTOMER][POSITIVE] No, I wanna share with you
[AGENT][NEUTRAL] Mhm, go ahead.
[CUSTOMER][NEGATIVE] No I'm gonna share for late now I tell up uh I'm gonna fill my life you know.
[AGENT][NEUTRAL] Both claims were denied.
[CUSTOMER][NEUTRAL] Basal bloom.
[AGENT][NEUTRAL] The reason for denial is that the policy does not provide benefits for an independent laboratory expense.
[CUSTOMER][NEUTRAL] Well, [PII] and no Alanniambitala Taindaanimadi maratitahali betalanada lama [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, how exactly? I don't understand.
[AGENT][NEUTRAL] According to the guidelines of the policy, that is a non-covered expense.
[AGENT][NEUTRAL] Under his benefits.
[CUSTOMER][NEUTRAL] Uh, the [PII] you know [PII] that the talk.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We look at the mother and mother.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Um, she has to go to specific places or it's not covered at all?
[AGENT][NEUTRAL] I'm getting those policy benefits pulled up. One moment.
[CUSTOMER][NEUTRAL] Um, so I in a bus.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bear with me just one moment please, sir.
[CUSTOMER][NEUTRAL] Like my so.
[AGENT][NEUTRAL] Um, please advise that this is a limited medical policy. It is not like a major medical policy.
[CUSTOMER][NEUTRAL] But I uh was with that Taminatatata [PII] mahadu Damano Tainkielbikun Kabrijid then.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But you feel that.
[CUSTOMER][NEUTRAL] So what should I do now?
[AGENT][NEGATIVE] Unfortunately, there are no benefits payable for those charges, according to the guidelines of his policy for independent laboratory services.
[AGENT][NEUTRAL] I am checking the policy guidelines just to see if there is any place of service that would cover.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] The laboratory expenses and I'm just reviewing that right now.
[CUSTOMER][NEUTRAL] But asafa hasabalaihabita Tainyani uh mafiaakia lemabitala alma mahena from uh gainiagu mashof Bordo.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one moment.
[CUSTOMER][NEUTRAL] That has it.
[AGENT][NEUTRAL] And I am checking the policy guidelines. Independent laboratory services are not covered.
[CUSTOMER][NEUTRAL] No, for I got to shuna and beta maha Mutahena magadilota.
[CUSTOMER][NEUTRAL] And Gaj ma.
[CUSTOMER][NEUTRAL] What do you mean by independent?
[AGENT][NEUTRAL] Independent laboratory is a place of service that only provides laboratory services. For example, Quest Diagnostics or Labor, those are independent laboratory facilities. That is all they do.
[CUSTOMER][NEUTRAL] OK, um, speaking, um, sorry, request uh diagnostic. What, uh, the other one again?
[AGENT][NEUTRAL] Labor.
[AGENT][NEUTRAL] Those are examples of an independent laboratory.
[CUSTOMER][NEUTRAL] No, I'm for
[AGENT][NEUTRAL] In his area.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I'm, uh, well, um, yeah moulinakilda is a masala questa diagnostic lab codafia Montigatata aka for del uh do.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Babe, I know, and I have one mamachetal mammalhaa and I'm a mammal bear wa and I from malere solomala not minaniamo feel mama be that and from [PII] albany.
[CUSTOMER][NEUTRAL] OK. In terms who you speaking, I'm going to ask him to repeat that again, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, manage in Titanni.
[CUSTOMER][NEUTRAL] And Aslan Maheel mavita quest uh Aslan Mahemishwa uh Indiana you knew Albany.
[CUSTOMER][NEGATIVE] And I male malo mammal that I'm when I did that I mean we got the but that is no.
[CUSTOMER][NEUTRAL] Uh, I did not go to, uh, Questa Diagnostic. I went to Indiana Hospital in [PII], and I gave them, uh, the insurance card and they told me everything is covered. And then, uh, I was surprised that they sent me bills.
[AGENT][POSITIVE] Mhm. I would be surprised too. I do apologize. And
[AGENT][NEUTRAL] The claims that we received were not from the hospital. They were from Quest Diagnostic. It is possible that the hospital sent the information or the um blood work to Quest.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] To be processed.
[CUSTOMER][NEUTRAL] From Al Altala Baljahana uh Majaminal, yeah.
[CUSTOMER][NEUTRAL] Palatalalajahena Allahaab Manahaif um yani Yumkin nasal Mueshwa who Mayahuyanibatu umtahalile quest diagnostic innaka agua tahil.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, if in my own meal.
[CUSTOMER][NEUTRAL] So in this way, should I go back to the hospital and to ask them uh what uh really happened and why they did not reach out to me?
[AGENT][POSITIVE] That would definitely be a good option.
[CUSTOMER][NEUTRAL] No, I'm the kid [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My employer asked me to um update my uh insurance again. So, my card, is it uh ready and am I going to use uh the same card or it's going to be a new one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It will not be a new card. His policy is active.
[AGENT][NEUTRAL] He'll just continue to use the same card.
[CUSTOMER][NEUTRAL] [PII] and Majedi from [PII] male [PII] and Buthajadila had them [PII] [PII].
[CUSTOMER][NEUTRAL] and uh.
[CUSTOMER][NEUTRAL] Is uh the dental active?
[AGENT][POSITIVE] I'm checking that for it. It would be my pleasure to check that.
[AGENT][NEUTRAL] I don't see dental coverage. When did he um sign up for dental?
[CUSTOMER][NEGATIVE] And I'm actually sure I feel [PII] now I need to get to talk to your data not me.
[CUSTOMER][NEUTRAL] Uh, is it possible, uh, a message to to I mean uh uh uh morada is a ha ahaa and all this, uh.
[CUSTOMER][NEUTRAL] Uh, hail hooa with me [PII] even who are sin of that last not.
[CUSTOMER][NEUTRAL] 2 weeks ago, I had a call and uh they asked me if I want to add any extra uh benefits within the plan.
[CUSTOMER][NEUTRAL] For the [PII] and uh I agreed and I added uh the dentals.
[CUSTOMER][NEUTRAL] And I see here, uh, there is an extra deduction.
[AGENT][NEUTRAL] OK, I can call and check to see if that dental coverage is with the APL or another provider if you don't mind holding on the line.
[CUSTOMER][NEUTRAL] Uh, and I'm I go male saldohuhalma APLwalalaa and Lataktitala sanda alumin desert for hay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, if you can hold just one moment I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So anyhauack.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for your patience. I am getting someone to check that for us.
[AGENT][NEUTRAL] Does he have any questions regarding his policy that I can assist you with while we're checking on that?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, [PII] and I got, uh, [PII] also [PII] for haina in the case as so.
[CUSTOMER][NEUTRAL] Uh, maane uh we stop de mamalo.
[CUSTOMER][NEUTRAL] [PII] how will no solezolan my side now [PII] time the case so.
[CUSTOMER][NEUTRAL] Uh is uh [PII] I mean [PII] even the sin uh myrian had fake I mean had fun uh.
[CUSTOMER][NEUTRAL] Directly.
[CUSTOMER][NEUTRAL] I got the bill from ABL $50. So, am I going to pay it uh myself or it will be deducted from my salary, or how exactly?
[AGENT][NEUTRAL] It should be um deducted from his salary through his employer.
[CUSTOMER][NEUTRAL] [PII] fro you know [PII] and [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] So I don't have to do anything and uh they should deduct it uh automatically from my salary.
[AGENT][NEUTRAL] Yes, uh, Morales, does he still work with Morales Enterprises?
[CUSTOMER][NEUTRAL] I this is my that the Morales [PII] no yes no.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The same.
[AGENT][NEUTRAL] OK, and also I see he has an active online account on our portal.
[CUSTOMER][NEUTRAL] [PII] in time the uh hea in a internet mano.
[CUSTOMER][NEUTRAL] Are you what?
[AGENT][NEUTRAL] He can click on the policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And view his policy benefits.
[CUSTOMER][NEUTRAL] In yeah it that for a lot [PII] went to the shoe fella mussadadviaka or the ach you know.
[CUSTOMER][NEUTRAL] Uh, hives are like another I tell me the big little telephone making as all because with.
[CUSTOMER][NEGATIVE] Uh, sometimes it does not appear, um, APL, they do not have any app or only a website.
[AGENT][NEUTRAL] Only website and I can give him his username. I don't have password but I can give user name.
[AGENT][NEUTRAL] He has an active account.
[CUSTOMER][NEUTRAL] Uh, who
[CUSTOMER][NEUTRAL] [PII] on the web who uh in [PII] sero or password beak.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where another half of the telephone automatic like.
[CUSTOMER][NEUTRAL] Uh, it's OK. I, I saved it on my phone and once I open it, I get logged in immediately. So I will check.
[AGENT][NEUTRAL] OK, and he can also view claim status by clicking on claim numbers.
[CUSTOMER][NEUTRAL] Well, and the min to shufara matalabiak yeah, mkin to shufatala beak and terrine for beta tala.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And he will also receive by mail.
[AGENT][NEUTRAL] An explanation of benefits for each claim process that will give him the claim information and the claim decision.
[CUSTOMER][NEUTRAL] We command board onrialberrigojevatulekaulatta fasilvitatatalaadvita.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] Uh, but see, see, see Marra is our, uh, mara is here ayena homemabi I want a laminana a Marquesun Gribble.
[CUSTOMER][NEUTRAL] Bill hit my.
[CUSTOMER][NEUTRAL] Is, uh, there, uh, is, uh, there any specific, uh, centers I should go to, or I can add, uh, the ones closer to my address?
[AGENT][NEUTRAL] So this well this policy participates in what's called the multiplan network.
[AGENT][NEUTRAL] I can give a phone number that would give a list of participating providers near his home. You can call that number and get a list.
[CUSTOMER][NEUTRAL] Uh annaumnamadirahamhenarahamdumintessil fuel water shof yani to Marakis uh ribin bed beakinaminomhifu.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[CUSTOMER][NEGATIVE] Was slain.
[AGENT][NEUTRAL] The phone number is [PII].
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] [PII] again.
[AGENT][POSITIVE] And that is to find, yeah, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's correct, and that is to find a participating provider in his area.
[CUSTOMER][NEUTRAL] But now I'm the lean to go to shoal [PII] albicona [PII] for montitatake.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, in regards to his dental policy?
[AGENT][NEUTRAL] They are processing that policy. It has not been activated yet. I do not have the policy information. It will be sent to us once it's processed.
[CUSTOMER][NEUTRAL] Uh, when is vitalan Vitaan Hailli sama mushalenopamana you gou ishaolo lakebadiki the haigubatule al malumavitala akti talesanvitak.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And he should receive a dental card.
[CUSTOMER][NEGATIVE] Well about to like that's no.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions or any other ways I can help?
[CUSTOMER][NEUTRAL] Alfe so Alan is nearabhitani.
[CUSTOMER][NEUTRAL] Uh, sugar in [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] It has been such a pleasure to assist you and [PII], thank you for your assistance.
[CUSTOMER][POSITIVE] So I like better.
[CUSTOMER][POSITIVE] Yeah, anything else I can help you with?
[AGENT][NEUTRAL] I'm good if he unless he has any other questions.
[CUSTOMER][NEUTRAL] Um [PII], the alta or Lahalas?
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEGATIVE] It's uh just uh the two bills causing me headaches. So I'm not sure exactly if uh it was not approved to be paid for me. What am I going to do? I am a new arrival here.
[AGENT][NEUTRAL] OK, he would be responsible for the charges, but.
[AGENT][NEUTRAL] Please, um, advise him to ask if they are a multi plan provider.
[AGENT][NEUTRAL] If they are in the network, they can reprice the claim which could give him a discounted amount. I can't guarantee that, but that would be from the provider and multi-plan network.
[CUSTOMER][NEUTRAL] Um, yeah if alhala the inkuna maula an uh analfaturavitata lambmazalikyani in uh minna teta mahamoshoflow uh theta la akayane ragamalana lake for homema minduane has discount gurush that.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] OK, they gain of sala hala in numer in time.
[CUSTOMER][NEUTRAL] Well, I am mad I didn't feel bad.
[CUSTOMER][NEUTRAL] So going forward, just to avoid any um problems to happen again, uh I should confirm first if uh the clinic or the service is covered or not, so that I wouldn't be surprised.
[AGENT][NEUTRAL] Yes, and
[AGENT][POSITIVE] He can call us back. We'll be happy to help him any way we can.
[AGENT][NEUTRAL] Um, he can also check with multiplan that phone number that I gave to make sure that they are an in-network provider to get that discounted rate.
[CUSTOMER][NEUTRAL] No for in the Kenyan alumna for ramallanatalodaakad mamwaaanitakad masillan low uh yani mafitakia haikun masal and Haduka discount of gasimolala.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is one benefit I would like to discuss. I don't know if he is aware of.
[CUSTOMER][NEUTRAL] Go on.
[AGENT][POSITIVE] He has a prescription drug benefit.
[AGENT][NEUTRAL] If they um pick up a prescription from a pharmacy, he can take a picture of the drug information sheet and submit it to us for a benefit of $10 per day, maximum of 15 days per calendar year. That is for each person on the policy. He can get a $10 reimbursement per day for prescription.
[CUSTOMER][NEUTRAL] Uh, [PII], uh, in the naviat Adua.
[CUSTOMER][NEUTRAL] Yeah masalan, um, [PII] zo wahitullekulalnamin that I mean the what the leach uh teletti.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then to please view his policy benefits online.
[AGENT][NEUTRAL] So that he understands the benefits payable.
[CUSTOMER][NEUTRAL] Uh [PII] to go Taraji tatata internet Tahof.
[CUSTOMER][NEUTRAL] OK. OK. OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My bad.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, please let him know that it has been my pleasure to assist him. My name is [PII].
[CUSTOMER][NEUTRAL] Uh, the can of known as heart attack or Im Aisha.
[AGENT][POSITIVE] And please call us if we can assist further.
[CUSTOMER][NEUTRAL] And you've got another.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Yeah, it's my pleasure.
[AGENT][POSITIVE] OK. And [PII], thank you for your assistance as well, and I hope, please [PII], I hope you both have a wonderful day.
[CUSTOMER][NEUTRAL] Uh, you say, yes, anything else I can help you with?
[AGENT][NEUTRAL] I think that's all.
[CUSTOMER][NEUTRAL] Sugar Sugar.
[CUSTOMER][POSITIVE] OK, thank you for using our service. Have a nice weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mm thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank