AccountId: 011433970860
ContactId: 10700c38-cfe1-4ce7-b136-a602f282e35e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354329 ms
Total Talk Time (AGENT): 143475 ms
Total Talk Time (CUSTOMER): 107388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/10700c38-cfe1-4ce7-b136-a602f282e35e_20250115T14:37_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] And now, this is [PII] calling from the office.
[AGENT][NEUTRAL] OK, I'm sorry, it's really hard to hear you. I heard you were from the provider's office. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Checking for dental claim.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status and [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Only one
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 311-273-685.
[AGENT][NEUTRAL] Is that their social?
[CUSTOMER][POSITIVE] Uh, that is the policy, yeah, that is the social, yes, you're right.
[AGENT][NEUTRAL] OK, I can look it up that way. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] Yes, ma'am. My first name is going to be [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK, that's pulling up a different member. Do you have the uh the um APL?
[AGENT][NEUTRAL] ID card available?
[CUSTOMER][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] I have one, yeah.
[CUSTOMER][NEUTRAL] So, so crazy.
[CUSTOMER][NEUTRAL] Then that.
[CUSTOMER][NEUTRAL] In yeah in general.
[CUSTOMER][NEUTRAL] Is this [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The complete name is [PII]. Is this right?
[AGENT][NEUTRAL] Um, no, the name that goes with the, so there was no social, there was no policy found with the social, um, what's the last name? Are you saying [PII]? I can try to look with the last name.
[CUSTOMER][NEUTRAL] Yeah, last name [PII]
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] First name, [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Might be this is a dependent. I'm not sure. I do not have the ID card.
[AGENT][NEUTRAL] You said this is the dependent?
[CUSTOMER][NEUTRAL] I'm not sure, might be, it may be, it may be the dependent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] No, I do not have the claim number. I'm checking the claim.
[AGENT][NEUTRAL] Because I'm not showing a um.
[AGENT][NEUTRAL] A policy with this name.
[AGENT][NEUTRAL] Um, do you
[CUSTOMER][NEUTRAL] Uh, the date of birth is
[CUSTOMER][NEUTRAL] Date of birth is also not matching.
[AGENT][NEUTRAL] You said there's no date of birth either?
[CUSTOMER][NEUTRAL] No, I do have date of birth, [PII]. Is this correct?
[AGENT][NEUTRAL] Well, we can't, I can't see the date of birth until I get into the policy, so I can't use the date of birth right now.
[AGENT][NEUTRAL] But with the first and last.
[CUSTOMER][NEUTRAL] So the member name is?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Can you again verify the Social Security number? I have [PII].
[AGENT][NEUTRAL] Yes, I can try it again. Hold on one moment.
[AGENT][NEUTRAL] So when I enter that social, there's no policy with that social attached to it. So when I search with the first and last name, there is no policy with the first and last name. Um, so we're going to need more information. If you can get the member ID number, the correct social, um,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] There's no
[AGENT][NEUTRAL] I need more information to try to search. We don't have anything else we can search by.
[CUSTOMER][POSITIVE] This is a caring and insurance, caring can benefit.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Carrington position.
[AGENT][NEUTRAL] The name that you're saying is not the company that you're calling. This is American Public Life. We
[AGENT][NEUTRAL] Is it a dental policy, is it a dental claim?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, that's the dental claim.
[AGENT][NEUTRAL] OK, so we're gonna need more information. If you can uh reach out to the member, you're the provider, you don't have a copy of the ID card on file?
[CUSTOMER][NEUTRAL] No, I do not have ID card.
[AGENT][NEUTRAL] OK, um, so wherever you got the, um, claim from, you're gonna have to reach out to them. We need more information.
[CUSTOMER][NEUTRAL] OK. Please give me the reference number.
[AGENT][NEUTRAL] So there's no call reference number, you can use my name in today's date, and that's [PII]
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] The first initial to my last.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII]. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. Bye-bye.