AccountId: 011433970860
ContactId: bab6af85-1382-4f72-863d-af74b8671bd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352420 ms
Total Talk Time (AGENT): 148612 ms
Total Talk Time (CUSTOMER): 174886 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/bab6af85-1382-4f72-863d-af74b8671bd1_20250422T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to get some information about one of our patients' insurance and send a pre-authorization, but of course now you have something called APL online service center.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so if you're new to it, how do you get into it since typing in new user doesn't work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me ask you this, is this the first time you've tried it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Um, they have been having issues.
[CUSTOMER][NEUTRAL] And that's why I don't do these because it is such a
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I mean, I, you go ahead.
[AGENT][NEUTRAL] I do understand yes ma'am. I know where you're coming from, um, but they have had issues this week, um, for sure they did yesterday. I mean nobody could access it yesterday so it may still be having issues today. I'm not sure about that, but it very well could.
[CUSTOMER][NEUTRAL] So, OK, well.
[CUSTOMER][NEUTRAL] My main thing is I can't, I, I have an online service. I do online insurance every day. APL is one of the two companies that will not.
[CUSTOMER][NEUTRAL] Go through there like we do vine trellis it you know but you guys won't accept the claim through there because.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] it comes up that
[CUSTOMER][NEGATIVE] I can't remember what it comes up. I'm so tired right now. It came, it comes up on there that um.
[CUSTOMER][NEUTRAL] I don't know something about.
[CUSTOMER][NEUTRAL] Can you give me the uh
[CUSTOMER][NEUTRAL] Payer ID number.
[CUSTOMER][NEGATIVE] Maybe I've got that wrong.
[AGENT][NEUTRAL] Um, now let me get you to someone more familiar with that. Um, do you mind holding for just a second? Let me get someone on the line.
[CUSTOMER][POSITIVE] No, I don't mind at all.
[AGENT][NEUTRAL] OK, thank you. And I'm sorry, but thank you. And can you tell me what kind of
[CUSTOMER][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] Thank you. What kind of policy it is, uh, like a, um,
[CUSTOMER][NEUTRAL] It's a dental insurance policy, and this is a dental provider's office.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, I appreciate that. Thank you.
[AGENT][NEUTRAL] Um, and can I get your name, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you mind if I get your callback number just in case?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you. Um, and if you hold just a minute, I will get someone for you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, this is [PII]. Um, I have a dental provider on the line and she needs to speak with someone.
[CUSTOMER][NEUTRAL] Oh, OK. Um, and what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Did you get a callback number? Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK dokey. Did you get a policy number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, she, I'm sorry, I did not. Um, because she was saying.
[CUSTOMER][NEUTRAL] No, it's OK. No, it's fine. No, it's fine, it's fine.
[AGENT][NEUTRAL] I'm sorry. My mind did not even go there. I cannot believe that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, it's OK
[CUSTOMER][POSITIVE] You don't watch me. No, don't worry. I mean, it has happened to me before, trust me.
[AGENT][NEUTRAL] Oh, because she was saying.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No way, and my mind is not working that way cause she was saying that she's trying to access the online service center when it's having a lot of problems and I was telling her that, you know, I know it was down yesterday, um, and it may still have trouble today. I don't know that, but you know, I was just trying to talk about that and nothing else entered my mind. I'm so sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I didn't know that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because she was asking for a payer ID number I'm like I have no clue what that is. So I said let me get you to someone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh it's fine.
[AGENT][NEUTRAL] I think payer ID is it yeah.
[CUSTOMER][NEUTRAL] OK, I got her. So is that all she needing a payer ID or is she needing like claim that? Oh, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] She had, she asked me that for the payer ID because she was having trouble getting on the online service center so I don't know if that was the issue or not.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, it's OK. I got her. Oh, thank you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I'm so I appreciate it. Thank you. You too.
[CUSTOMER][POSITIVE] Uh, good afternoon. You're welcome. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK. Bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in the care team. How are you?
[CUSTOMER][NEUTRAL] I'm sorry I missed that.
[CUSTOMER][NEUTRAL] This is [PII] in the care team and how may I assist you today? OK, I'm trying to send a claim electronically to your company. I only have like 3 people in this area left with this company.
[CUSTOMER][NEGATIVE] And I can't send this electronically.
[CUSTOMER][NEUTRAL] So it had something about OCS or OSC whatever can't get in that.
[CUSTOMER][NEUTRAL] Um, is there a way to send electronically we use Vine Trellis, which is of course a nationwide eco filing claim service. Is that something you do not accept?
[CUSTOMER][NEUTRAL] I can check and see it, it really depends on the product we have one product that we need to have that product sent by mail or fax, and there's there's another one that does have.