AccountId: 011433970860
ContactId: abc243f5-95aa-46db-8b9d-c805015cf7fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 730030 ms
Total Talk Time (AGENT): 243910 ms
Total Talk Time (CUSTOMER): 252300 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/abc243f5-95aa-46db-8b9d-c805015cf7fc_20250401T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was just speaking to one of your representatives um.
[CUSTOMER][NEGATIVE] I was, I was telling her that the dentist's office is wait, the dentist's office is waiting on approval for, for my daughter's teeth to get cool and they haven't received one yesterday, neither today and um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That she got one for her um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Co-pay yesterday which was $61 but she hasn't gotten the, the thing for the dentist to pull her teeth yet after they had did the consultation, so she's waiting for that and she say.
[CUSTOMER][NEGATIVE] Y'all need to call them, like, that's what they're waiting on. Her teeth is bothering her.
[AGENT][NEUTRAL] OK, Ms. [PII], you're calling to the same person. This is the same person you were talking to a minute ago. OK, so, uh, did you try to do a three-way call so we can get this situated?
[CUSTOMER][NEUTRAL] Yeah, right, right.
[CUSTOMER][NEUTRAL] Well, I'm gonna give you the number. It's, it's I'm gonna give you the number and you call because uh she said you need to speak to the coordinator or something.
[AGENT][NEUTRAL] OK. Let's try this because yeah, I'm not sure exactly what they did or what they're waiting for or what they're needing. I'm not really sure what's happening. Um, what is the number?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Anybody in particular we need to talk to on that number?
[CUSTOMER][NEUTRAL] I, she said a treatment coordinator.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. More than likely she's gonna want to have your permission because um it is personal information, OK? One moment.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEGATIVE] Yeah, you have my permission cause my daughter she is hurt.
[AGENT][NEUTRAL] OK, bear with me. I'll have to put you on the line with us, OK? One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, that works
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] North Alabama oral facial surgery.
[AGENT][NEUTRAL] Hi, this is [PII] with APL and I have a um an insured on the line that she is um asking for us to check on a pre pre-authorization or something like that for a treatment for the daughter, but we have not received anything and I just need to know what, what happened or what you're waiting for or how was it sent to us or any, just any information that helped us get this situated.
[CUSTOMER][NEUTRAL] OK, yeah, what is the patient's date of birth?
[AGENT][NEUTRAL] Um, let me go back to that policy one moment.
[AGENT][NEUTRAL] OK, and let's see, the date of birth is [PII].
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] What's the um name? My name is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you, Miss [PII].
[CUSTOMER][NEUTRAL] OK, let me see for you one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me send you over to our insurance department, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] from North Alabama Oral and Phaal Surgery.
[AGENT][NEUTRAL] Hi, this is [PII]. I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, Miss [PII], um, yeah, I think you're the one that called in the morning, but this is [PII] and we're calling about [PII].
[AGENT][NEUTRAL] Um, the mom has called us and asked us about a pre-authorization or something like that for the extraction of a tooth.
[AGENT][NEUTRAL] And I just needed to know if it was a request sent over or you're needing a breakdown of benefits or exactly what is um how can we help with this insured because I'm not really sure what's going on.
[CUSTOMER][NEUTRAL] I'm sorry, what was the name of the patient?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on, let me give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to find his chart.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, [PII], um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] You need to go to my the treatment plan coordinator.
[AGENT][NEUTRAL] She was, we was transferred over from there. Um, I spoke to [PII].
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] She's a coordinator and she transferred me to you.
[CUSTOMER][NEUTRAL] Uh, so when you called, you got [PII]?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am. That is our call center.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so I'm
[CUSTOMER][POSITIVE] I'm gonna transfer you over to the treatment plan coordinator and then y'all can get um everything figured out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] or facial surgery.
[AGENT][NEUTRAL] Hi, uh, this is So with APL. May I have your name?
[CUSTOMER][NEUTRAL] And who is this calling?
[AGENT][NEUTRAL] This is [PII] with APR American Public Life Insurance.
[CUSTOMER][NEUTRAL] Are you calling about a patient?
[AGENT][NEUTRAL] Yes, I was transferred from [PII] to [PII], from [PII] to [PII]. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Um, what is the patient's date of birth?
[AGENT][NEUTRAL] You sure, OK.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And the name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. What can I help you with?
[AGENT][NEUTRAL] OK, I'm not sure exactly what, what is going on. Um, I received a call from the mom and the mom said that she's waiting for a pre-cert or pre-authorization or something like that, um, but I don't see any requests. I see that Miss [PII] called this morning and got some benefit information which she was given to her, but I don't see what else is needed. Um, can you help me on what's needed for this number? I'm not sure what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Give me 1 2nd, ma'am, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Um, I'm not too sure, um, on why the mom called. Um.
[CUSTOMER][NEUTRAL] That part I'm unaware of, um, cause she didn't say anything to me about um about that and I haven't sent one in either.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] OK, can I put her on the line so you can explain that to her because she thinks that we're just not sending anything to you and um yeah, I don't have anything here.
[CUSTOMER][NEUTRAL] She just came in yesterday. Um, yeah, I haven't, um, got the call figured, um, so I had, that's the reason why I haven't reached out to her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's, that's what I thought.
[AGENT][NEUTRAL] Yeah, and I said it, it usually takes a couple of days because even if you fax it, it takes like 24 hours for us to just put it in the system and then somebody needs to go in and approve that, you know, even if it's, you know, if you need a document, so it's not like right away unless you just need a schedule of benefits, um, a breakdown of benefits that we can do like right away we can send a fax back with that information, but if it's like a pre-authorization that takes a little bit longer.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] Um, so you want me to put her on the line just for you to just let her know that it's gonna take a little bit for them to get, for you to get that information.
[AGENT][NEUTRAL] So she don't be like alarmed about it. OK, let me just put her in. OK, one moment. Let me put it on.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you for holding, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I got Ms. [PII] on the line with us. She's in the um doctor's office coordinator.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, hello?
[CUSTOMER][NEUTRAL] Hey, um, this is [PII]. I am Doctor's treatment coordinator. Um, OK. So,
[CUSTOMER][NEUTRAL] Um, I had got this call about, um, I guess you were waiting on a pretty from the insurance.
[CUSTOMER][NEUTRAL] And um I didn't send a predetermination um only because it didn't say that one was needed um you were just waiting on a call for me to schedule.
[CUSTOMER][NEUTRAL] OK, well, see that's what she told me. She told me that the the girls told me they was waiting on the insurance, so that's where the mix up come in.
[CUSTOMER][NEUTRAL] Yeah, I do apologize for that information, um, the miss, um, information, um, but.
[CUSTOMER][NEUTRAL] Let me see, so it says that your insurance, um, for the code that we have is covered up to 40%. As soon as I get that cost refigured, I will give you a call to go over everything and look at some dates um available, OK?
[CUSTOMER][NEUTRAL] OK, that'll work.
[CUSTOMER][POSITIVE] OK, sounds good. You're welcome you have a good one.
[CUSTOMER][POSITIVE] Right, thank you.