AccountId: 011433970860
ContactId: d7701efd-0d69-43c7-8bf0-b226916c0c9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268309 ms
Total Talk Time (AGENT): 127951 ms
Total Talk Time (CUSTOMER): 103542 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d7701efd-0d69-43c7-8bf0-b226916c0c9e_20250305T15:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling Intel. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is uh [PII]. Um, I was trying to set up my account on you guys' website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, for a, for a new user, but for some reason it won't let me, it's not accepted.
[AGENT][NEUTRAL] OK, is it saying it doesn't find you in the system?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's saying, yeah, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so the information you entered does have to match what we have in our system so we can go through and make sure all of that is correct. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then one, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You say the policy number is 02?
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 456 3.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, um, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Is that zip code is [PII]?
[CUSTOMER][NEUTRAL] 68, yeah, should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Uh, that might be the problem. We have uh [PII] OK and then the email address we have for you, um, if you wouldn't mind verifying that, it looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, is that the email that you were entering uh on the website?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so then I think the zip code is the [PII], so that is [PII], correct?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, let me go ahead and get that changed.
[AGENT][NEUTRAL] And then are you to where you could try it again while we're on the phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, why don't you go ahead and give it another shot with that since that information's been corrected.
[CUSTOMER][NEUTRAL] Right, and then, OK.
[CUSTOMER][NEUTRAL] Alright, let's see what we got.
[AGENT][NEUTRAL] Oh, and I will say I'm sorry um the spot where it asks for a member ID or your social, um go ahead and put in your social the member ID is different than the policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright, there we go. It, it went in that time.
[AGENT][POSITIVE] Awesome. OK, good. Well, sometimes these little things happen. Sorry about that.
[CUSTOMER][NEUTRAL] It's fine. No, thank you.
[AGENT][NEUTRAL] Alright, yes, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Uh, but I do got a question though, yeah, I do. Uh, so I don't know if you know the answer I'm here. So, uh, I just, uh, went to the dentist like last week.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] So I had to pay upfront, which is fine, uh, but come to find out the dentist that I went to, they don't accept the insurance. So there's a way that I can, the treatment I'm supposed to get done, it's a way that I can send over, I guess the bill, I mean, I'm, I, I guess I go ahead and pay it. Can I send over the bill if since they don't take the insurance and I guess basically get paid back or no?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can absolutely still file those claims, yes, so what we would need is the itemized statement that shows all of the procedure codes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So and they will have that they'd be able to give that to you um and I will say for our website just in case you were unaware it really doesn't have much support for mobile devices as far as filing claims um so you might experience issues if you do it on a phone or a tablet it would work better with a desktop or a laptop.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I really do appreciate that.
[AGENT][POSITIVE] Of course, yes sir, anything else I can help you with?
[CUSTOMER][NEUTRAL] And mind that would be all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Oh