AccountId: 011433970860
ContactId: e0b7dd8d-2756-44f3-9a6f-2a658b1521d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277070 ms
Total Talk Time (AGENT): 135444 ms
Total Talk Time (CUSTOMER): 104042 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/2025/03/17/e0b7dd8d-2756-44f3-9a6f-2a658b1521d7_20250317T20:06_UTC.wav
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[AGENT][NEUTRAL] This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] During the
[CUSTOMER][NEUTRAL] Yes, uh, I was calling because my daughter had, and I had went to the dentist and she's supposed to have some dental work done.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And they had said they had sent something over to you guys to see how much you guys would cover and they hadn't heard back.
[AGENT][NEUTRAL] OK, we can definitely check and see if we've received any these schedules for you, but before we proceed, is it possible to get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, Miss [PII]. And do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Um, 02566788.
[AGENT][NEUTRAL] Thank you for that Ms. [PII]. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. Bear with me one moment.
[AGENT][NEUTRAL] And can you also verify your email account please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm, I might have my husband's down, but mine is [PII].
[AGENT][NEUTRAL] It looks like it is your husband's.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He's outside. I'm not sure what his email is.
[AGENT][NEUTRAL] I it's OK. Um, if he comes back in and we can get it from me. Let me see if we've got anything.
[CUSTOMER][NEUTRAL] It should be from Blue River Smiles.
[AGENT][NEUTRAL] And you said that
[AGENT][NEUTRAL] When did they fax it?
[CUSTOMER][NEUTRAL] Well, they, they had said that they had looked up. I should be getting, I don't know, basically they send something off and they the insurance sends you an estimation of how much they would cover, but she went to the dentist, mm, it's been some weeks ago because we already have her first session scheduled.
[AGENT][NEUTRAL] Was it this month?
[CUSTOMER][NEUTRAL] Yes, it was.
[AGENT][NEUTRAL] Which child was it on?
[CUSTOMER][NEUTRAL] Arraya.
[AGENT][NEUTRAL] It's showing we got something and then we process something a few days later.
[AGENT][NEUTRAL] Um, OK, so I'm limited to what I can see, Ms. [PII], so I do apologize. Let me get you on the line with our claims department because it is showing we've gotten some stuff actually on area and let me see if we've got anything on nothing on cotton. I did see something on YouTube. It looks like we got something on YouTube, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just went
[CUSTOMER][NEUTRAL] And I got, I got work done, but um so she is having had need dental work done and you guys are her secondary. So we were just trying to see how much out of pocket cost, you know, was gonna be needed, but like I said, in about two weeks, um, the only thing I've gotten from you guys is where you guys paid for her, like her, some of her stuff that she had done that same day.
[AGENT][NEUTRAL] would be
[CUSTOMER][NEUTRAL] But nothing about the appointments that she has coming up.
[AGENT][NEUTRAL] OK, so I wonder if they've even received that. OK, so let me get somebody in that department to help us because they would have actually been the point of receiving that from the provider and evaluating that information and corresponding. Um, I'm limited to what I can see on that end, so I apologize, but I will make sure I get someone before I release you. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, I'm gonna place you on a brief hold while I get you further assistance and thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][POSITIVE] This is easy.
[AGENT][NEUTRAL] Hey, [PII], I've got an insured on the back line who's inquiring about some, I wanna say a fee schedule that might have been sent over from a provider's office. She's wanting to see if we got the information and I guess where we're at with it because they were waiting for confirmation and the provider has yet to receive anything from us.
[CUSTOMER][NEUTRAL] OK. And what's the policy number?
[AGENT][NEUTRAL] 256-678-8. It's actually the spouse, Ms. [PII] on the line. Um, the claim she's inquiring about is on participant 4 area.
[AGENT][NEUTRAL] Or possible fee schedule. Everything's been verified and the number she's calling from is her call back as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, you can send her over.
[AGENT][POSITIVE] All right, here she goes. Thank you and have a good day.
[CUSTOMER][NEUTRAL] You do the same.