AccountId: 011433970860
ContactId: c12a868f-de78-425b-a689-3d73a3d7a195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542580 ms
Total Talk Time (AGENT): 136043 ms
Total Talk Time (CUSTOMER): 265387 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c12a868f-de78-425b-a689-3d73a3d7a195_20250226T18:49_UTC.wav
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[AGENT][NEUTRAL] Calling ABM. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. I'm calling you for two things. Um, I had a procedure done today. I went to my dentist to get my teeth cleaned, and then I found out I had something on my tongue, and I have the codes, and I just want to know if these two codes are covered under my plan first of all, can you check?
[AGENT][POSITIVE] I'll be happy to assist with your eligibility. May I have your policy number please?
[CUSTOMER][NEUTRAL] I don't have it in front of me. I, I, I can give you my name, my phone number [PII].
[AGENT][NEUTRAL] OK. What about your social?
[AGENT][NEUTRAL] Alright, if you can please verify your um name, date of birth, and email address.
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII]. Email address is [PII].
[AGENT][POSITIVE] Thank you for that information, Mr. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And one moment while I pull up your policy.
[AGENT][NEUTRAL] OK, and what is that called?
[CUSTOMER][NEUTRAL] Now, the first code is D like a dog, 0150. The second code is [PII].
[AGENT][NEUTRAL] 0150.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing that that's a comprehensive oral evaluation, so that is um listed on the benefits um and you said 4112?
[CUSTOMER][NEUTRAL] Yeah, but we.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We have 43 1s and the 2.
[AGENT][NEUTRAL] Oh, wait, wait.
[AGENT][NEUTRAL] The, uh
[CUSTOMER][NEUTRAL] 41, uh uh it's all right, it's the number 4, then 123, 1s, and the 2.
[AGENT][NEGATIVE] That don't seem right. 41112.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] I got, let me see if it's on here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, codes don't normally have one that's 1234. That's 5 numbers. The codes normally don't have 5 numbers.
[CUSTOMER][NEUTRAL] What's the second code you said 4. Hold on one second.
[CUSTOMER][NEUTRAL] This one here, I can't find this code 4411241112 so it's 331 14 31s and a 2. It's a medical code.
[AGENT][NEUTRAL] Oh, so it's not a dental code. OK. Uh, that's why I couldn't find it out of the dental.
[CUSTOMER][NEUTRAL] No, I, I had, I had, I had a piece of something taken off my tongue.
[AGENT][NEUTRAL] OK, so for the medical, you would need to um
[AGENT][NEUTRAL] Let me see for
[CUSTOMER][NEUTRAL] This is covered by your dental, but, but the, but the 411, the, the, the one is the medical, does that, does that do, do I have coverage on that part?
[AGENT][NEUTRAL] No, that's not covered under the dental. You would need to contact your medical provider for that.
[CUSTOMER][NEUTRAL] OK, so let me ask you this question. Can I submit this? What do you need me? How, what do you need me to submit to you today then the bill or you need the report or just the bill for the oral evaluation? What do you need from me for that?
[AGENT][NEUTRAL] It would be the same it would be the same claim that they would submit if they for um so you can ask them for the um the claim form to submit.
[CUSTOMER][NEUTRAL] But you have to, you want them, you, do you want the test results as well?
[AGENT][NEUTRAL] Um, no, if they need more information, they'll, they'll request that.
[AGENT][NEUTRAL] But it would be the, yeah, we just need the same claim form that they would submit if they were receiving the payment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, alright, that's it then my next question to you is my next question to you is, is, OK, I changed, I'm changing banks, right? So how do I give you the, the new account number for.
[CUSTOMER][NEUTRAL] To take out the money out of my uh checking account.
[AGENT][NEUTRAL] OK, so you would need to.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] That it must be that there's.
[CUSTOMER][NEUTRAL] it so he's gonna try antibiotics again, OK.
[AGENT][NEUTRAL] OK, so you would have to fill out a new direct deposit form.
[CUSTOMER][NEUTRAL] Yes, that's.
[CUSTOMER][NEUTRAL] Right, can you email that to me?
[AGENT][NEUTRAL] OK, one moment. Mm.
[CUSTOMER][POSITIVE] Alright, thank you so
[CUSTOMER][POSITIVE] Of course, no problem. I'll, I'll submit. OK, no problem. You're welcome call us if you end up needing us. No, OK, you're welcome. Take care. Feel better. There you go, of course.
[CUSTOMER][POSITIVE] Technology at its best.
[CUSTOMER][NEUTRAL] No, we didn't have a time before.
[CUSTOMER][NEUTRAL] And the that was the.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, you want to follow up with.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEGATIVE] And but you when you get home, you're tired, you don't want to be in the computer. Oh yeah.
[CUSTOMER][NEGATIVE] I don't wanna talk to anybody.
[CUSTOMER][NEGATIVE] Why don't want to talk to me? I'm like because I'm talking all day.
[CUSTOMER][NEUTRAL] Alright, uh, the good news on the 2nd part, the second part, I, they just need like you were submitting, uh, I need a claim. I could submit that claim myself. They'll pay. Don't give me an extra money. Yes, I.
[CUSTOMER][NEUTRAL] No, not the, the, the, the, the exam. OK, yeah, so they're they're telling me that you're eligible for it, so there's no out of pocket. It's just the biopsy.
[AGENT][NEUTRAL] OK, so I've sent that um form for you. Was there anything else I can assist with?
[CUSTOMER][NEUTRAL] Uh, when, when, when is the due date when you take out the money every month?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] For your premium?
[CUSTOMER][NEUTRAL] Yeah, the monthly payment, yeah.
[AGENT][NEUTRAL] OK, one moment, I have to get you over to our customer service for that. I'm sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, because I, I'm, I'm, I'm switching banks and I'm closing this checking account on [PII] so far.
[AGENT][NEUTRAL] OK, one moment, let me get someone on the line to further assist.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. Um, I have Mr. [PII] on the line calling in regards to, um, his premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy number is 450719.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he's been fully verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And what was his name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes. OK, thank you.
[CUSTOMER][NEUTRAL] Oh, OK, right.
[CUSTOMER][POSITIVE] OK, I'm ready when you are and he's um just about his premium.
[AGENT][NEUTRAL] Yeah, he needs to know the due date for his premium.
[CUSTOMER][POSITIVE] I got you. OK. All righty.
[AGENT][POSITIVE] Alright, I'm gonna send him in thank you.
[CUSTOMER][POSITIVE] Thank you. I, I guess.