AccountId: 011433970860
ContactId: 4e3e0635-851f-44f6-b04e-85d811207cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472320 ms
Total Talk Time (AGENT): 173780 ms
Total Talk Time (CUSTOMER): 211281 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4e3e0635-851f-44f6-b04e-85d811207cc0_20250414T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from Health Link Dental in [PII]. Um, we are having difficulty getting payment, um, and I wanted to verify, um, that we have the correct information. Um, is this Carrington?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we're American Public Life.
[CUSTOMER][NEUTRAL] OK, um, is there, do you guys support Carrington benefits?
[AGENT][POSITIVE] Yes ma'am, yes ma'am, we do.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Is there a separate
[AGENT][NEUTRAL] Miss
[CUSTOMER][NEUTRAL] Phone number that I would call?
[AGENT][NEUTRAL] Uh, actually, if you can give me your callback number, ma'am, just in case our call is disconnected and the patient's name, date of birth, and policy number, let me look them up and see if we have the claim on file here.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] The um.
[CUSTOMER][NEUTRAL] Phone number [PII] with an extension of [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then the patient's name, OK.
[CUSTOMER][NEUTRAL] And it's a husband and wife.
[CUSTOMER][NEUTRAL] It would be [PII] and [PII].
[CUSTOMER][NEUTRAL] Um, I'm going to assume these policy numbers are this, well, looks like social [PII]. Let me see if her husband has the same.
[CUSTOMER][NEUTRAL] No, his is different, um, his [PII] would be [PII].
[AGENT][NEUTRAL] OK, let me see if I can find and do you know which one is the policy holder?
[CUSTOMER][NEUTRAL] Um, I wanna say they might each have their own because they're two different, two different ID numbers, um, so I'm, um, so I can't verify that, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're not the same ID number, so I'm thinking they each have a separate plan.
[AGENT][NEUTRAL] OK. All right, so looking for [PII], um, [PII].
[AGENT][NEUTRAL] I'm not able to pull her up. Let me try [PII].
[AGENT][NEUTRAL] No, I'm not able to pull him up either. Um, do you see a number that starts with a 01 or a 02?
[AGENT][NEUTRAL] Or a 67.
[CUSTOMER][NEUTRAL] Well, OK, then there is a copy of a card on here, so maybe this I this is I think how I was able to get it so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Subscriber ID 0071020101.
[AGENT][NEUTRAL] OK, let me look up that and see.
[AGENT][NEUTRAL] That's one of our numbers.
[CUSTOMER][NEUTRAL] So I'm wondering if the the.
[AGENT][NEUTRAL] No, it
[AGENT][NEUTRAL] No, it's not pulling in by their social or that policy number.
[AGENT][NEUTRAL] Let me try to do it by the name, although those are very common names, so this is gonna be just a second, um.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Right, the like the most common in the world.
[AGENT][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] Uh, what state does, um, Miss [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, let me look that'll narrow things down for me.
[AGENT][NEUTRAL] Yeah, I'm not finding a [PII] from [PII] in our system.
[CUSTOMER][NEUTRAL] OK, well that's what our billing department was getting but I when I called back in January I was able, able to verify it so is it could things have changed from January to now?
[AGENT][NEUTRAL] What if
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, ma'am, um, actually putting the social in would have been able to pull up the policy for us, um, on the card, do you see where the, where, where the address is to mail the claims?
[CUSTOMER][NEUTRAL] The same for
[CUSTOMER][NEUTRAL] I let me check because I do have a reference number from when I called back in January let me um go back to her.
[AGENT][NEUTRAL] What is the reference number?
[AGENT][NEUTRAL] Also.
[CUSTOMER][NEUTRAL] That reference number is 189941.
[AGENT][NEUTRAL] OK, so we use our name and then today's date for our reference numbers.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No there is no address on the card. It just says Carrington New era dental vision hearing plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you happen to see a group number for the insured?
[AGENT][NEUTRAL] I could try to look it up through the group.
[CUSTOMER][NEUTRAL] Um, it's a group code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] N as in Nancy, E as in Edward, L as in Linda, D as in dentist, V as in Victor. H as in Harry, and 2.
[AGENT][NEUTRAL] Yeah, that's not one of our group numbers either.
[CUSTOMER][NEUTRAL] OK well then something is something is odd then because back in January we were able to verify it using this phone number and now all of a sudden the people have fell off the face of the earth um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] We don't, OK, so looking at social, I'm not able to find them under that looking at name I'm not able to find a [PII] in [PII]. Looking at the reference number, we don't give numbers we give our name and then today's date, whatever date it was that you called so like my name's [PII] I would say it's [PII] in today's date and then that is also not one of our group numbers.
[CUSTOMER][NEGATIVE] That just doesn't make any sense.
[CUSTOMER][NEUTRAL] Because I wouldn't write this stuff down or wouldn't note this stuff in the chart if I didn't if that's not what I was given.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] On the card, do you see the number to call and verify benefits?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I mean there is a dental phone number.
[CUSTOMER][NEUTRAL] It says dental POS and there is a separate phone number. I mean I guess I could have called that one, but it says new era life.
[CUSTOMER][NEUTRAL] As the like as the website.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And we're American public life, so it's APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me, let me, let me try this number and see if I can't get to the bottom of it, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK all right thank you very much.
[AGENT][POSITIVE] OK. You're welcome, Ms. Do. I wish you the best of luck finding them.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.