AccountId: 011433970860
ContactId: bbd2496b-3fc9-4d55-9bdb-e29ce81bd1a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 887739 ms
Total Talk Time (AGENT): 190131 ms
Total Talk Time (CUSTOMER): 280870 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/bbd2496b-3fc9-4d55-9bdb-e29ce81bd1a8_20250609T20:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a couple of billing questions.
[CUSTOMER][NEUTRAL] Um, my account, um, has.
[CUSTOMER][NEUTRAL] Let's see, it was through an employer that employment ended, but now it's reinstated through COBR I guess it is, um, so I got my vouchers in the mail that I'm supposed to send in weekly, um, so I wanted to ask about that and then also I did have an appointment today that was a regular, um, that would fall under preventative so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, anyway, I wanted to see if there's a way to pay this week for this week today so I can make sure that is covered or am I already like behind now because it was today.
[AGENT][NEUTRAL] Uh, let me pull up your policy and take a look, but I can definitely help you with the billing questions. Um, may I have your name and a good contact? You're welcome and a good contact number in case we're disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, [PII] and my phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And um do you have your policy number?
[CUSTOMER][NEUTRAL] I've got my card here. Um, let's see, it should be on there, um, yeah, policy number, um, some light on this here, um, let's see.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 02594125
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, I have you here and [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And what was the last name?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] OK, and then so that's [PII] and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, so let me do this. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So as of right now, I see the cover date 324. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Not at all, thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I guess I'm supposed to know what to do here.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Let's start with you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] We can't call, but oh my God.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi, yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. I just had to get some clarity. So it's not a payment that you're making um like individually, it's still the same payroll deduction, um.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So it's still coming from the group and then they'll pay us once it's, you know, once they take the payment from you.
[CUSTOMER][NEGATIVE] OK, the job ended, so I don't, I'm not getting paychecks from them anymore, um, that's why I had to get rolled over to Cobra.
[AGENT][NEUTRAL] So, let me make sure I understood her correctly because I just asked customer service. Hold on one second.
[CUSTOMER][POSITIVE] OK, OK, thanks.
[AGENT][NEUTRAL] So she said the insurer pays the group every month and the group sends us the money, so it's not paid to us, it's paid to your former employer because that's who the COR set up through that job.
[CUSTOMER][NEUTRAL] OK, um, so I have these vouchers, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Pay 290 degree benefits BICOR mail payment to uh [PII] it looks like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that may be to the employer because we're in [PII].
[CUSTOMER][NEUTRAL] So do I
[CUSTOMER][NEUTRAL] OK, um, alright, so these payments are going to them. OK, got you, um.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I guess I'll call them about that or I'll call the number.
[CUSTOMER][NEUTRAL] On here now I'm definitely confused um alright so that was one thing I want to ask about was with the how I make these payments.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because I don't have any way to pay it unless I mail it, um, you know, unless I actively pay it and mail it somewhere, um, like a check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From me, um.
[CUSTOMER][NEUTRAL] Cobra Insurance do 90 degrees. So this is, this is not 90 degree benefits. OK. Um all right. I had a, OK.
[AGENT][NEUTRAL] So 90 degree benefits and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 90 degree benefits and benefits in the card is the 3rd, it's kind of like the third party that handles all of the
[AGENT][NEUTRAL] Um, enrolling, terminating, everything, um, upgrades and everything for your group. So that's actually who you would contact in terms of payment questions and everything because they'll be, that's who's going to be taking out the pay or however you're going to make the payment, they'll be sending it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you, so I need, I need to probably read this a little more carefully because I have the paperwork they sent me right here in front of me, um, so yeah, I'll look into that, uh, reaching out to them, and then I had a separate, um, billing question, um, with my dental work, um, I had, I had, um.
[CUSTOMER][NEGATIVE] Received a phone call a couple of months back saying that I was behind in payments by like $1000 or something, and I ended up making some kind of payment that day. It might have been, I, I feel like it was $700 around $700 or something. And now I had a recent dental appointment, um, and they told me that they're seeing that as an overpayment, basically, that they're showing that I had overpaid by
[CUSTOMER][NEUTRAL] actually that same amount by like $700 and so my last time uh visit was free and that now they're saying I'm still owed like around which is close to $300 now they're saying I'm still owed close to $400. So I just wanted to see if you could um just shed any clarity on what the heck happened with that and where I stand with that right now and if there is a surplus, can I just get a check for that or how does that work?
[AGENT][NEGATIVE] I don't understand. Who is telling you this, the employer or the provider?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, the provider, um.
[CUSTOMER][NEUTRAL] So somebody from like ATL I believe I talked to.
[AGENT][NEUTRAL] OK, wait.
[CUSTOMER][NEUTRAL] Maybe you have to look at the website.
[AGENT][NEUTRAL] You said this is for your dental policy?
[CUSTOMER][NEUTRAL] This was related to the dental policy, yeah.
[AGENT][NEUTRAL] OK, hold on, let me go to dental so I can see if there's something in the notes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't see anything in the note. So can you say that again? What happened with the provider?
[CUSTOMER][NEUTRAL] So I got a phone call. I thought it was from ATL um.
[CUSTOMER][NEUTRAL] Couple of months back, and they said, um, I think it was something like you submitted some claims and it wasn't covered. So now we need you to pay for some dental work that you had done and
[CUSTOMER][NEUTRAL] I paid 700 and they said that there was going to be another 400.
[CUSTOMER][NEUTRAL] That I was probably gonna owe but they were still looking into it or something that's.
[CUSTOMER][NEUTRAL] About what I remember the conversation.
[AGENT][NEUTRAL] Yeah, that wouldn't be, that wouldn't be APL. So it sounds like there was um some dental work done, you paid and there's still a balance, or yeah, that wouldn't be from APL. I will reach out to the dentist and get more clarity on that. So basically, all we do once we receive the claim, we process it, if there's something on your policy that we can apply to, we apply it and we'll send it back to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The provider with like patient responsibility or something, but yeah, that wouldn't, we don't determine that, we just apply based on your policy.
[CUSTOMER][NEUTRAL] OK, so maybe the call was from somebody related to the dentist or something I guess I have to look further into.
[AGENT][NEUTRAL] Yeah, it sounds like there was something paid and and there's still an outstanding balance. That's it.
[CUSTOMER][NEUTRAL] It's been a little while now so I don't remember.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what it sounds like.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][POSITIVE] Uh, yeah, I'm gonna have to call them. Alright, appreciate it. OK, I think, um, that's all the questions I have for you today.
[AGENT][NEUTRAL] You sure? Was there anything else I can help with?
[CUSTOMER][POSITIVE] Um, no thank you. I think that covers everything. Appreciate it.
[AGENT][POSITIVE] All right, well, you're welcome and thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.