AccountId: 011433970860
ContactId: e00260f3-b98c-4e2d-874b-bf7b28c9c920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311540 ms
Total Talk Time (AGENT): 115224 ms
Total Talk Time (CUSTOMER): 120375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e00260f3-b98c-4e2d-874b-bf7b28c9c920_20250218T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Sorry, sorry about that. Um, I'm calling because I got a, um, a phone call and a letter from my dentist's office, and it said something about, she said something about like the eligibility needed to be confirmed. Um, she gave me a reference number and she gave me a claim number and she just told me to call.
[CUSTOMER][NEUTRAL] Like to see what that means because I don't know what that means.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. I can help you with your claim. Can I please get your name and, um, your policy number?
[CUSTOMER][NEUTRAL] Yes, so my name is [PII].
[CUSTOMER][NEUTRAL] And then let me grab the policy number for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Oh, this is my vision. Hold on a second.
[AGENT][POSITIVE] Yes ma'am. Take your time.
[CUSTOMER][NEUTRAL] Yes, this might be my that.
[CUSTOMER][NEUTRAL] Its voluntary so here we go, um, so.
[CUSTOMER][NEUTRAL] Would it be the policy slash shirt number, is that what you need?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it's 02488562.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Thank you and for security reasons can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yes ma'am, so the address is [PII]. Um, oh, my apartment is [PII], and the zip is um [PII] and my email is [PII].
[AGENT][NEUTRAL] It looks like I have a work email address for you.
[CUSTOMER][NEUTRAL] A work email, um, would it be so on my iCloud, would it be um [PII].
[AGENT][POSITIVE] Yes, ma'am. That's it. Thank you very much for verifying for me.
[CUSTOMER][NEUTRAL] OK, that one, OK.
[AGENT][NEUTRAL] OK. So, um, Ms. [PII], can you please give me the claim number that was given to you?
[CUSTOMER][NEUTRAL] Yes, so she gave me, so 3561028.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we're just waiting for eligibility from benefits and a card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That is so it's in progress once we get the eligibility information, the claim would be reprocessed.
[CUSTOMER][NEUTRAL] Oh, OK, and do you know how long that takes cause I actually have an appointment tomorrow, and I mean if they ask me like for an update like.
[CUSTOMER][NEUTRAL] I, I'm not sure what to tell them cause she just told me about the litter on Friday.
[AGENT][NEUTRAL] Right, right. Um, I don't know how long it takes, um.
[AGENT][NEUTRAL] That's a process. I know it takes 7 to 10 business days once a claim is received to even process the claim. So once we find out that um eligibility needs to be confirmed, the claims department works on that, and then when we get the eligibility is good, then we reply process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we're just waiting for that for [PII] benefits in a card.
[CUSTOMER][NEUTRAL] OK, so then.
[CUSTOMER][NEUTRAL] OK, so then should I call them and ask them uh call benefits in a card and ask them what's the status on it?
[AGENT][POSITIVE] Yes, I can actually transfer you on over to them if you wanted to talk to them.
[CUSTOMER][POSITIVE] Oh, that'd be perfect. So I don't have to be getting a queue again. That'd be perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Yes, because it takes a while. OK, so let me find their car, their number real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over. I hope you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, you too, thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank you for calling member