AccountId: 011433970860
ContactId: bddc22a3-7e10-4a45-8708-169ff2588d4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345690 ms
Total Talk Time (AGENT): 188246 ms
Total Talk Time (CUSTOMER): 100493 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/bddc22a3-7e10-4a45-8708-169ff2588d4a_20250605T12:36_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], I am, I believe, an insured through my husband's company. Um, I have a dental appointment next week and I'm trying to make sure that the card that I have in my hand is the right card.
[AGENT][NEUTRAL] OK, and um may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And on the card, do you see anywhere, um it may say inpatient or outpatient policy cert number?
[CUSTOMER][NEUTRAL] No, I don't see that anywhere. I see a policy cert number.
[AGENT][NEUTRAL] OK, and this is for medical or dental?
[CUSTOMER][NEUTRAL] I think this is gonna be this is my dental card I believe.
[AGENT][NEUTRAL] Dental, OK. What's the policy er number?
[CUSTOMER][NEUTRAL] 025730777
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I have you here and [PII], can you verify your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I'm actually showing that this is your supplemental medical policy. Um, so for this card, it pays for like the copays, deductibles and co-insurance after United Healthcare.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I guess I need to go back and file claims for this on this then.
[AGENT][NEUTRAL] You can let me see how long it's been effective. Hold on one second.
[CUSTOMER][NEUTRAL] Because I have
[CUSTOMER][NEUTRAL] Um, since.
[AGENT][NEUTRAL] Yeah, it's been effective since January of this year, so there's no timely filing or like deadline you have to submit a claim by. So yes, you could go back to the first of the year and if you have any claims, um,
[AGENT][NEUTRAL] That you'd like to, you know, file for, you could, you could also, um, well, it depends, it's up to you. You can also let the provider know that you have this secondary policy if you are receiving bills for anything and have, you know, give them the, they'll probably ask you for a copy of the front and back of the card and let them bill. Um, it's up to you.
[CUSTOMER][NEUTRAL] Or they can go back and.
[CUSTOMER][NEGATIVE] They can go back and do, because I had cancer.
[CUSTOMER][NEUTRAL] And I'm still being treated for stuff.
[CUSTOMER][NEUTRAL] So I have a
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It depends. Some providers will, some, it depends on because every provider or, you know, place is different. Some of them don't even file a claim till next year. Some of them, you know, file it within a week. So it depends on, you know, how their filing is and if they're willing to bill. If not, you do have the option to file the claims by yourself.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, and then I would just have to go back and.
[CUSTOMER][NEUTRAL] Figure out all my bills.
[AGENT][NEUTRAL] Mhm. And you'll, um,
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Do you have like a breakdown of your policy, so you know what's paid, you know, what it'll pay towards and what it won't, because I can email it to you if you like.
[CUSTOMER][POSITIVE] Well that'd be great because I tried to get online to um.
[CUSTOMER][NEUTRAL] To sign up and I went I tried using my name and my husband's name and it said error not found so yeah if you could email me that'd be great.
[AGENT][NEUTRAL] OK, so there's a few things that I just noticed. So, we just launched our new website on Friday, so we are having some technical issues, but I just noticed that there is no email address on file. So if you were trying to sign up and I know I asked for an email, it's probably it's going to give you an error because there's nothing here to like uh link it, it goes by what's in our system, so if it, it can't confirm it. So I can add an email address well actually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] Since Mr. [PII] is the policyholder, I can't really add the email um unless he adds it, but we can add the email address on file for you and then we can check and see if you're able to make the online service in our account. If not, it could be because of everything that's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so I need to have him call to add the email address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, I can do that.
[AGENT][NEUTRAL] All right, well, was in
[CUSTOMER][NEUTRAL] Alright, well
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Mm, I know, go ahead. I just need to figure out who I have my dental insurance through then because that's what I'm trying to figure out.
[AGENT][NEUTRAL] Well, you might want to have him reach out to Questco, um, because this is the only policy you have with us. So you probably have it, it's just that they may have a different service provider for.
[AGENT][NEUTRAL] Dental or vision.
[CUSTOMER][NEUTRAL] Right. That.
[CUSTOMER][POSITIVE] That's what I'm thinking. OK, great, thank you so much for all your help.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you do the same. All right, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.