AccountId: 011433970860
ContactId: 35d8c2e6-0ab3-412d-9c5f-9eb60ed0710f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244539 ms
Total Talk Time (AGENT): 78347 ms
Total Talk Time (CUSTOMER): 97351 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/35d8c2e6-0ab3-412d-9c5f-9eb60ed0710f_20250415T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from Bree and Family Dentistry, and I'm trying to locate an account that just keeps getting rejected.
[AGENT][NEUTRAL] You're trying to locate an account that keeps getting rejected like denial?
[CUSTOMER][NEGATIVE] Denial, yes, um, we keep filing it and it keeps getting rejected.
[AGENT][NEUTRAL] OK, um, well, I can help you with the policy, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 6057445
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Um, I think I just gave you the wrong one.
[AGENT][NEUTRAL] Uh, what's the member's name? because I did pull up a policy, I don't know.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's the wrong one. I'm sorry, I gave you the other, um, it is, it's 358-845 and it should be [PII]. Our media [PII] is the policy owner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment, 845.
[AGENT][NEUTRAL] OK, so that also brought up a policy, but it's a different member. Do you have their full social?
[CUSTOMER][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] No, I have [PII] as her policy number and.
[AGENT][NEUTRAL] Can you spell the first and last name for me?
[CUSTOMER][NEUTRAL] We're showing
[CUSTOMER][NEUTRAL] Yes, ma'am. First name is [PII]
[CUSTOMER][NEUTRAL] And last name is [PII], [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That could be why it's getting rejected, huh?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Maybe.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And, and on the, do you have their card there?
[CUSTOMER][NEUTRAL] No ma'am I do not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, I do have where we pulled it up and it said it was effective online [PII] and that number is 358-845, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The [PII] just came up. I'm going to her name or searching for her.
[AGENT][NEUTRAL] Name. OK. So there's no, um, so there's no policy with APL with that name. Are are you sure it's American Public Life?
[CUSTOMER][NEUTRAL] No, I'm so sorry. It's I've dialed the wro I, yeah, somehow we got the, the numbers all mixed up because that I was thought I was calling Star Mount. I do apologize.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right, well, thanks so much for calling APL [PII]. You also. Bye-bye.
[CUSTOMER][POSITIVE] You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.