AccountId: 011433970860
ContactId: a335e1e5-5f85-496f-a6cb-8afe88415a5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400059 ms
Total Talk Time (AGENT): 202827 ms
Total Talk Time (CUSTOMER): 114392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a335e1e5-5f85-496f-a6cb-8afe88415a5f_20250211T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I need to update my credit card information on file. My credit card number, I believe is the same, but the um security code has changed and the expiration would be different.
[AGENT][NEUTRAL] OK, this would just be for the, do you have like automatic payment? is that how that's done?
[CUSTOMER][NEUTRAL] Yes, I have auto payment.
[AGENT][NEUTRAL] OK, let's see what we need to do to update that. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, so the policy number is 02576908.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here one second.
[AGENT][NEUTRAL] And then on the policy, if I could just get your name and date of birth, please.
[CUSTOMER][NEUTRAL] Of course. Uh my name is [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII] and then if you could just verify the address we should have on file for you.
[CUSTOMER][NEUTRAL] Uh-huh, it should be [PII].
[AGENT][POSITIVE] All right, great, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right [PII], so in looking at your policy with us it looks like it's actually payroll deducted. Are you talking about for claims?
[CUSTOMER][NEUTRAL] I honestly, I'm not sure because maybe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so the dentist is the one that called me and I was thinking maybe that was the reason because I knew the credit card had changed. So maybe that's what they meant. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they said I had to contact you all because they were not able to get payment for my or they needed to have information submitted so they that you guys could cover my appointment.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right, well, let's take a look. Let me see what's going on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hopefully that made sense.
[AGENT][NEUTRAL] Yeah, no, yeah, for sure. So, yeah, cause there was a recent claim it looks like you went to the dentist. Let me see what this says on it.
[AGENT][NEUTRAL] Mm that must be what they're talking about.
[CUSTOMER][NEUTRAL] And I was just thinking it was my credit card, but you never know.
[AGENT][NEUTRAL] I gotcha. No worries.
[AGENT][NEUTRAL] OK, so yeah, they're just awaiting verification as far as like confirming the plan is like eligible, um, so you have this, it looks like through a staffing resources group and so they have to just verify that there's really nothing that you need to do on your end, [PII]. I'm sorry for the confusion. Um, yeah, they're just awaiting eligibility from the staffing group so.
[AGENT][NEUTRAL] Yeah, it's nothing with on your end.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, that's been a while and then they, so I'm scheduled for an appointment on the [PII]. Do I need to contact my staffing company to get that moving or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You know what, if you want I can give you um the claim number and I can transfer you to benefits on a card if you want to speak to them, they may be able to expedite it for you. I'm not certain. Would you like to do that?
[CUSTOMER][NEUTRAL] I think maybe just because I know I have an upcoming appointment and I don't wanna show up and then they say I can't be seen cause I that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, absolutely. OK, so the claim number that um
[AGENT][NEUTRAL] It is awaiting eligibility is 355.
[AGENT][NEUTRAL] 6992.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and I just tell them that we're waiting eligibility?
[AGENT][NEUTRAL] So, yeah, so let them know that you have a dental plan with APL and that you went to the dentist recently and that a claim has been submitted and that right now, the claim is awaiting eligibility to pay the actual claim to the dentist.
[AGENT][NEUTRAL] And that you have the claim number, which is what I just gave you, and then do you, you have your policy number, yeah?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, and then I'll transfer you over to them, but just in case, let me give you their phone number if you wanna write that down.
[CUSTOMER][NEUTRAL] OK, what is that number?
[AGENT][NEUTRAL] So their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And just let them know that you're just wanting to know if there's any way that they can expedite the process of the claim because you have an upcoming appointment and that your provider um is wanting to basically collect payment from you at this point because they haven't gotten payment from the insurance, so.
[CUSTOMER][NEUTRAL] OK, yeah, it has been a while. I, I don't know if you're able to see it, but I feel like it's been a while since I was at the dentist, so hopefully they can get it done.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK. Uh, let me get them on the line for you, [PII], just one moment please, OK?
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.