AccountId: 011433970860
ContactId: b0667c8f-d5e5-4e91-b4b4-22d8e9af5bb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361660 ms
Total Talk Time (AGENT): 145247 ms
Total Talk Time (CUSTOMER): 176919 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b0667c8f-d5e5-4e91-b4b4-22d8e9af5bb0_20250418T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] Um, what would you like first? Policy number, reference number, claim number?
[AGENT][POSITIVE] Um, the policy number is good and a good contact number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, the contact number is area code [PII].
[CUSTOMER][NEUTRAL] 322.
[CUSTOMER][NEUTRAL] 1551
[AGENT][POSITIVE] Thank you for that and your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 162.
[CUSTOMER][NEUTRAL] 66.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And did you receive a, is this in reference to a claim or?
[CUSTOMER][NEUTRAL] Right, yep.
[AGENT][NEUTRAL] OK, so I'll be more than happy to help you with your claim and Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is [PII], and oh my email address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And this is for the most recent claim um ending in 2903?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, 2903, right.
[AGENT][NEUTRAL] OK, how may I assist you today?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] You know, the people who take payment versus the people who process claims or you know, everybody's got to have their hand in the pot, you know, and so anyways they told me to call and follow up to make sure that you see that I am.
[CUSTOMER][NEUTRAL] You know I do have benefits and if you haven't processed this claim yet to repro you know to resubmit it and process.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So the so this claim is being processed. The claim is on hold. So anytime we have a company that works with benefits in a car, it's like a um
[AGENT][NEUTRAL] Like a temp agency. So we have to check eligibility because people sometimes they're not on assignment, sometimes they're out. So we have to do that. So that's all this is saying. And once we receive the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Well, it, it, it, it was on hold and it said here in, in the in the page that I got from we are awaiting information to confirm eligibility from benefits in a card upon receipt of this information we'll continue processing your claim. So I just wanna make sure that on my end benefits in the card and all that other stuff is good, I'm paid up.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And I would like this claim to be processed as soon as possible.
[AGENT][NEUTRAL] I understand what you're saying. I'm explaining to you, it's a process, so it's not just yours, it's any, all of the companies that we have, if they're with the temp agency, you have to check because the person may not be on assignment. So once they send it back to us, upon receipt of this information, we'll continue, we automatically continue processing the claim. So it
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right, so who do I, who do I gotta call?
[AGENT][NEUTRAL] There's nothing for you to do at this time.
[CUSTOMER][NEGATIVE] Well, who do I got a call at the other place to make sure that they do their job so this claim doesn't get rejected and then you know I'm paying benefits for something that I'm not getting a benefit from.
[AGENT][NEUTRAL] Well, well, I, I understand.
[CUSTOMER][NEUTRAL] You know what I'm saying? Because, because my dentist.
[CUSTOMER][NEUTRAL] My dentist provided this service and so.
[CUSTOMER][NEUTRAL] Now they want to get paid.
[AGENT][NEUTRAL] Right, and I'm trying to explain to you, I don't want you to feel as if you're paying for something you're not getting. It's just something we legally have to do because people move on the time. It's a, it's a temp agency. So once they say yes, he worked these days, we continue processing and pay the provider. It's just something we have to do. There's nothing for you to do at this time. Once benefits in a card, they they know the process. It's every single account we have like this. Once they send it back to us, we just continue processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That that
[CUSTOMER][NEUTRAL] That that's fine, but what I'm asking you.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Who can I call to make sure they get because this claim is now, you know, like at least 3-4 weeks old.
[CUSTOMER][NEUTRAL] You know when I went to and had to work my uh.
[CUSTOMER][NEUTRAL] Um, cleaning done.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I can give you the number of benefits in the card if you'd like and um see if there's a way to expedite what they do. Um it's 1-800.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] 4856. OK, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII].
[CUSTOMER][NEUTRAL] And and what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] What was your name?
[CUSTOMER][POSITIVE] Thank you and I appreciate your help.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you have a blessed day, OK?
[AGENT][POSITIVE] Alright, you too, and thanks for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] Yeah, thank