AccountId: 011433970860
ContactId: d40a2890-4801-4c7d-a109-f9a4fd21c757
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339700 ms
Total Talk Time (AGENT): 160151 ms
Total Talk Time (CUSTOMER): 132657 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d40a2890-4801-4c7d-a109-f9a4fd21c757_20250409T12:52_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'm a little confused. My name is [PII]. Um, my group number is 25681.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What does this insurance, is it dental insurance or what is it?
[AGENT][NEUTRAL] OK, hold on one moment and pull up your group.
[AGENT][NEUTRAL] And while I'm pulling up the group, [PII], what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And what is the name of the um group?
[CUSTOMER][NEUTRAL] I think it's cats Hill all day school.
[AGENT][NEUTRAL] OK, and are you with the group or the broker's office?
[CUSTOMER][NEUTRAL] I'm, I'm with the group.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] I'm just trying to get into it, hold on one moment.
[CUSTOMER][NEUTRAL] Take your time, don't worry, it's early. I'm going to the dentist tomorrow. I'm just trying to figure out my dental insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Might be, I might have.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure. Um, my birthday is [PII].
[AGENT][NEUTRAL] That's my birthday.
[CUSTOMER][NEUTRAL] My address is
[CUSTOMER][POSITIVE] Happy birthday to us.
[AGENT][POSITIVE] Happy birthday.
[CUSTOMER][POSITIVE] Oh, that's awesome. Um, I'm sure I'm older, but that's OK. Um, my address is
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] My address is [PII] and my email is probably [PII].
[AGENT][POSITIVE] Yes, and thank you so much for verifying your information. I have two questions. For your email, it's [PII] or just [PII] because it's
[CUSTOMER][NEUTRAL] Oh yes, it's, it's, isn't.
[CUSTOMER][POSITIVE] That's so funny. I rarely email myself. I, I think it's [PII].
[AGENT][NEUTRAL] OK. I just wanna make sure so I don't have to, I was gonna change it if it was wrong. And then let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So your policy with us is the Medlink policy, so it's a supplemental medical insurance policy. It's no dental coverage.
[AGENT][NEUTRAL] Um, it's second only to your, let me see who you have for primary, Cigna policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So what does this do? Cause I'm gonna be leaving the school soon. What, what does this do?
[AGENT][NEUTRAL] So, basically, um, we pay towards your co-pay, your deductible, and your co-insurance after primary of coverage charges. So if you have a co-pay and you have to pay that upfront to have a service once we get the claim on the back end, you could be reimbursed for that or um after primary pays their portion of something still owed to the provider, once we receive the claim, we can pay towards that if it's a covered charge, um.
[AGENT][NEUTRAL] So we don't, I don't want to say we will pay anything primary doesn't, but towards the copay deductible and co-insurance we can pay towards or reimburse.
[CUSTOMER][POSITIVE] Oh, that's very interesting. All right. So, wow, OK. Um, I probably do have some co-pays.
[CUSTOMER][NEUTRAL] I, I didn't really understand what this, this is, um.
[CUSTOMER][NEUTRAL] Alright, so how do I submit copays?
[AGENT][NEUTRAL] So, I usually just tell my patients, anytime you submit, you know, like when you go to the doctor or hospital, anytime you give your insurance card, your Cigna card, just go ahead and give them the APL card too, because they will automatically once they bill um Cigna and get everything back from Cigna, they'll automatically bill us. If they don't have us on file, then you receive a bill.
[CUSTOMER][NEUTRAL] So that
[AGENT][NEUTRAL] Um, but you do have the option to file the claim on your own too. Um, I, I guess it's just your preference.
[CUSTOMER][NEUTRAL] OK. And how far back can I go?
[AGENT][NEUTRAL] Oh, you can go up until your effective date. So anything from [PII] on.
[CUSTOMER][POSITIVE] Wonderful. All right.
[CUSTOMER][NEUTRAL] I appreciate this very much. Um, now I gotta go call the dent. This has nothing to do with my dentist though.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Right, no dental.
[CUSTOMER][POSITIVE] Or my dental insurance. OK, no problem. I mean, I need to now worry about the dentist. But I appreciate you so much and I will think of you every [PII].
[AGENT][POSITIVE] Ah, thank you. I think of you also. Have a great day, [PII], and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] You too. Take good care.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You're very wonderful. I appreciate you so much.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][POSITIVE] You too. Be well.
[AGENT][POSITIVE] Thank you. Bye bye.