AccountId: 011433970860
ContactId: a76473ea-91d3-4f87-9886-64908549aadd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648000 ms
Total Talk Time (AGENT): 186566 ms
Total Talk Time (CUSTOMER): 81836 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a76473ea-91d3-4f87-9886-64908549aadd_20250606T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, I'd like to talk with someone about a claim please.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 289999
[AGENT][NEUTRAL] All right, let me just pull that up. And then for documentation, can I get your first name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then [PII], if I can verify please your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then the address we should also have on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you know, um, it was a dental claim? Was it a medical claim?
[CUSTOMER][NEUTRAL] It's dental.
[AGENT][NEUTRAL] It's a dental, OK.
[AGENT][NEUTRAL] Do you know what the date you were seen was or?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, thank you for your patience on that, [PII]. So, and looking at it, it looks like we did get a claim for that date of service. Um, it looks like the policy.
[AGENT][NEGATIVE] Terminated in January, so it's showing it was denied just because the services were rendered after um.
[AGENT][NEUTRAL] It was active.
[CUSTOMER][NEUTRAL] Well, the, the policy, our dental policy is still in effect.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So it looks like it was through Universal trucking. Did you guys do like a continuation after.
[AGENT][NEUTRAL] Or is um [PII] still it?
[CUSTOMER][NEUTRAL] I mean, I hadn't even.
[CUSTOMER][NEUTRAL] Well, we had, he.
[CUSTOMER][NEUTRAL] He's no longer employed through the trucking, but we continued. I mean he hasn't been for years, but we continued the service uh continued the insurance.
[AGENT][NEUTRAL] Mm, OK, let's see.
[AGENT][NEUTRAL] OK, so I may have to
[AGENT][NEUTRAL] Cause yeah, I mean, it doesn't, it shows that terminated in January, so I'm trying to see.
[AGENT][NEUTRAL] If there's any correspondence in or what I can find here, just bear with me a second, [PII].
[CUSTOMER][POSITIVE] Oh, you take your time, hon.
[AGENT][NEUTRAL] Do you know [PII], how have you guys been paying it since he retired or left? Have you been mailing? Has it been?
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] It was being drafted out of our account.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't even let me see because I don't even see that we have banking information on file.
[CUSTOMER][NEUTRAL] How long have you been quit down at Canan?
[CUSTOMER][NEUTRAL] I say we've, we've been paying it for 4 years.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Y'all should it terminated in January?
[AGENT][NEUTRAL] It says [PII]. Mhm.
[AGENT][NEUTRAL] Um let's see.
[AGENT][NEUTRAL] OK, yeah, I'm gonna have to send a request to have somebody look further into this, [PII], cause I can't figure out. It's strange, you know, it doesn't have any sort of banking information on it, why even, you know, and you're stating, you know, you guys have been paying on it.
[AGENT][NEUTRAL] So do you have a good callback number that I can have somebody um research it and give you a call back?
[CUSTOMER][NEUTRAL] Oh we have yeah.
[CUSTOMER][NEUTRAL] Yes, um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let me put in this request and hopefully um somebody should get you a call back today on what's going on with this cause I, I don't see anything in the notes and it's got me a little stumped. So we will have somebody call you back to figure out exactly what's going on, OK?
[CUSTOMER][NEUTRAL] Can you tell me exactly how much the premium is a month?
[AGENT][NEUTRAL] Looks like $46.02.
[CUSTOMER][NEUTRAL] I was gonna
[AGENT][NEUTRAL] Yeah, and if you wanna, yeah, if you wanna check just to see, you know, make sure that you've seen that drafted, it was 4602.
[CUSTOMER][NEUTRAL] 46 star.
[CUSTOMER][NEUTRAL] I said I was gonna do.
[CUSTOMER][NEUTRAL] I was thinking it was like 80 something a month, um 4602.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's what I was gonna do search through the bank because I haven't really looked for it each month. I mean, for 4 years it's been coming out, you know what I mean?
[AGENT][NEUTRAL] Right, right, right. No, I hear you. Um.
[AGENT][NEUTRAL] Yeah, so maybe do that and then um I'll let them know when I put in the notes that you're gonna look for that and then have, you know, um, so I'll definitely have somebody give you a call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yeah, you're welcome, [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye