AccountId: 011433970860
ContactId: d9e165cc-b960-4d0a-b25a-6cb47f92faee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393459 ms
Total Talk Time (AGENT): 102195 ms
Total Talk Time (CUSTOMER): 156945 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d9e165cc-b960-4d0a-b25a-6cb47f92faee_20250212T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to get um dental filing.
[CUSTOMER][NEUTRAL] Information for a patient. The data service was 11-21-24, but I think they termed [PII].
[AGENT][NEUTRAL] OK, um, sure, I can assist you with information on how to file a claim. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII]. The number is [PII].
[AGENT][NEUTRAL] And you're calling from provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the name of the provider for my notation?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have their social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Let's see.
[AGENT][NEUTRAL] And what's the name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is um for dental or medical, Miss [PII]?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Mm, OK, um, bear with me just a second. Let me see if I have a dental plan for him, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ms. [PII], this particular policy is a secondary supplemental plan medical. It doesn't cover dental.
[CUSTOMER][NEUTRAL] OK, he's been saying that they do and they've told him that it did like he because that's what I've been going back and forth, back and forth with him with this um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And this one doesn't include dental.
[CUSTOMER][NEUTRAL] Is there a way that we can do a 3 way call with the subscriber?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have their cell phone number if you're ready.
[AGENT][NEUTRAL] Oh, I thought you were gonna initiate the call. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is there any way you can initiate a call because you're the one that it needs the information to be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know how to do it with this with this phone. I would hold on I'm getting ready to.
[CUSTOMER][NEUTRAL] Text him and let him know that that's what's happening.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Alright, I just texted him.
[CUSTOMER][NEUTRAL] He should answer back quickly.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] If not, we can try that call. Uh, it's just that usually they, they do the call.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry, alright, let, let's try. alright, let me know when you're ready for the number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] OK. Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 381-955-2
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I'm gonna go ahead and call and I'm just gonna be in the line until you explain to him why, why we're calling him the way, OK? Um, OK, one moment.
[CUSTOMER][NEUTRAL] Sure, sure, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at Do [PII]'s office. How are you?
[CUSTOMER][NEUTRAL] Hey [PII] I'm doing well how are you? Good, I have um a representative from APL on the phone and I know you gave me both those cards it is stating that APL was only helped that's what she's saying it does not cover dental is that what you were?
[CUSTOMER][NEUTRAL] Old or
[CUSTOMER][NEUTRAL] Um, I don't know exactly.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So then that should have only been for the dental then.
[CUSTOMER][NEUTRAL] Probably. Well, they were saying Aetna was saying that it wasn't, they didn't have a dental either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes, alright, so this APL policy does is just a supplemental and does not carry any dental benefits at all is what you're saying.
[AGENT][NEUTRAL] Correct, Miss [PII]. This is a secondary supplemental plan which is medical. It's to help the deductibles, co-payment, and coinsurance from the major medical.
[CUSTOMER][NEUTRAL] All right Tide is that kind of clear that one up? It does um I will reach out to um my former employer and see what what happened there. OK, and ask him about the Aetna.
[CUSTOMER][NEUTRAL] Or if there was a different policy we should have um filed, OK?
[CUSTOMER][POSITIVE] OK thank you [PII]. Thanks Ty talk to you soon. Alrighty bye. Bye bye.
[AGENT][NEUTRAL] Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That's it I appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.