AccountId: 011433970860
ContactId: 65d8c25c-aa8d-4b1c-a7fc-40abef45c2a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720640 ms
Total Talk Time (AGENT): 167596 ms
Total Talk Time (CUSTOMER): 320640 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/65d8c25c-aa8d-4b1c-a7fc-40abef45c2a7_20250318T18:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Uh first name spelled [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] And I'm just inquiring about a uh 1099 uh miss that I um received from my income tax for [PII].
[AGENT][POSITIVE] All right. Well, Mr. [PII], we can definitely assist you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] No, I don't, um, 1099 has some numbers on it.
[AGENT][POSITIVE] That's all right. We'll get you pulled up. And I tell you what, Mr. [PII], what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 9923
[AGENT][NEUTRAL] Thank you, let me see if I can get your policy pulled up by your name. Bear with me just one moment.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And first name
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you mind if I, I wasn't able to pull it up by your name. Do you mind pulling, uh, can I pull it up by your social?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, social security number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And does it say it's for you?
[CUSTOMER][NEUTRAL] Um, it has my name on it, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Are you a dental provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And you received a W-9 from us?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] It's 1099.
[AGENT][NEUTRAL] I mean 1099, yeah, I got you. I'm so sorry you know it's tax season all I think is W9.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The the payers TIN.
[CUSTOMER][NEUTRAL] The payer's TINX is 64-034.
[CUSTOMER][NEUTRAL] 9942
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] I actually have 2 of these.
[CUSTOMER][NEUTRAL] From American Public Life Insurance Company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna, I'm gonna
[CUSTOMER][NEUTRAL] Oklahoma City, Oklahoma.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Bear with me. I'm, I'm.
[AGENT][NEUTRAL] I'm gonna get this, hang on just a second. So are you just, are you a dental provider that provides services for our APL customers?
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know um I was working with another organization at that time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think in [PII], the first part of it.
[AGENT][NEUTRAL] OK, hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm wondering if that was a dental insurance claim for one of the patients.
[CUSTOMER][NEUTRAL] Um, I did receive 2 1099s. One's a regular one and the other one has a check mark above corrected.
[CUSTOMER][NEUTRAL] Or with correct right next to corrected.
[CUSTOMER][NEUTRAL] So it might have come to me and then it wasn't.
[CUSTOMER][NEUTRAL] Uh, maybe it wasn't supposed to.
[AGENT][POSITIVE] I'm checking on it for you.
[CUSTOMER][NEUTRAL] There are some numbers right above my name.
[AGENT][NEUTRAL] I'm just, I want to get you the correct information, so bear with me just a second.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And do you have your tax ID number? Is that the [PII]?
[CUSTOMER][NEUTRAL] No, that's not mine, that's not my tax ID number. My number ends in [PII].
[CUSTOMER][NEUTRAL] Um, I can.
[AGENT][NEUTRAL] I'm just trying to pull you up as well.
[CUSTOMER][NEUTRAL] Da da da.
[AGENT][NEUTRAL] And our vendors.
[CUSTOMER][NEUTRAL] Right, yeah, I think that, yeah.
[CUSTOMER][NEUTRAL] Uh, important numbers NTI My my TIN number is 42.
[CUSTOMER][NEUTRAL] 165.
[CUSTOMER][NEUTRAL] 7578
[AGENT][NEUTRAL] There you are on [PII].
[CUSTOMER][NEUTRAL] Yeah, that that hasn't been there for a few years.
[CUSTOMER][NEUTRAL] I sold my practice in [PII].
[CUSTOMER][NEUTRAL] And I was working for another company at that time, during [PII].
[CUSTOMER][NEUTRAL] Um, and they were using.
[CUSTOMER][NEUTRAL] Um, there's a company called.
[CUSTOMER][NEUTRAL] Oh God, it's the payment system.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, what is that one?
[CUSTOMER][NEUTRAL] Uh, MDOT.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So, are you still in [PII]?
[CUSTOMER][NEUTRAL] Yeah, I, I am, but my business is no longer my business hasn't been around since, uh, that's my name and my business, my, my business name and my business address.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But my business has not been my business since [PII].
[AGENT][NEUTRAL] But you said this is a 1099 for 2024.
[CUSTOMER][NEUTRAL] Um, synchrony.
[CUSTOMER][NEUTRAL] Yeah, well, there was a there was a, there was, there was a mix up with the company, uh, Synchrony Bank.
[AGENT][NEUTRAL] OK. I'm, I'm still working on it.
[CUSTOMER][NEUTRAL] was collecting was paying my.
[CUSTOMER][NEUTRAL] Um, synchrony account.
[CUSTOMER][NEGATIVE] Because they were using the wrong number in my uh in my business.
[CUSTOMER][NEUTRAL] Uh, in my, on my claims.
[CUSTOMER][NEUTRAL] So that the payments were that were coming from the insurance company were coming to my account.
[CUSTOMER][NEGATIVE] And we were trying to, we were trying to straighten that all out at the beginning it was like 4 or $5000 that was that was put in my account by error.
[AGENT][NEUTRAL] OK. Does that have a notice on that? I apologize, I didn't mean to interrupt you.
[CUSTOMER][NEUTRAL] And we wrote we wrote text.
[CUSTOMER][NEUTRAL] Sure, sure, sure, sure.
[AGENT][NEUTRAL] Does that have a B notice listed on it?
[CUSTOMER][NEUTRAL] Oh what?
[AGENT][NEUTRAL] Does it say anything about a B notice?
[CUSTOMER][NEGATIVE] Be no.
[AGENT][POSITIVE] B as in Bravo.
[CUSTOMER][NEUTRAL] Where would that be on that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm just checking.
[CUSTOMER][NEUTRAL] Oh, here's the number for [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I tell you what I'm gonna do. I'm gonna send an email to [PII] to give you a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] Uh, I'm just wondering if this this was sent to me because I, I received funds and I had to return them. I had to get them back to the company, um, and I'm not sure. Let me pull that stuff up.
[CUSTOMER][NEUTRAL] I kept my account because it lagged into my current into this year.
[CUSTOMER][NEUTRAL] Some of the payments were made in [PII] and some of the payments were made in [PII].
[CUSTOMER][NEUTRAL] Um, God, I'm I remember all that.
[CUSTOMER][NEUTRAL] Um, taxes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Taxes [PII].
[CUSTOMER][NEUTRAL] Da da da synchrony bank da da.
[CUSTOMER][NEUTRAL] Credit card, credit card.
[CUSTOMER][NEUTRAL] Yeah, ATT.
[CUSTOMER][NEUTRAL] Blow it up, magnify it.
[CUSTOMER][NEUTRAL] MTOT deposit synchrony Bank.
[CUSTOMER][NEUTRAL] In [PII] it was like in $6000 that were put into my account it's the um.
[CUSTOMER][NEUTRAL] Synchrony with the collections of the disbursement company.
[CUSTOMER][NEUTRAL] Get rid of that document, pull out a different one.
[CUSTOMER][NEUTRAL] CareCredit was a client.
[CUSTOMER][NEUTRAL] Their credit
[AGENT][NEUTRAL] I'll tell you what, there, if you don't mind holding just one moment, let me see if.
[AGENT][NEUTRAL] Someone is available to answer you.
[CUSTOMER][NEUTRAL] Yeah, they
[CUSTOMER][POSITIVE] Sure, I'm getting my head around this one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cause I, I bet that's what it's all about, uh, otherwise, um.
[CUSTOMER][NEGATIVE] I'm kind of lost.
[AGENT][NEUTRAL] We can, we can't figure it out. We gonna.
[CUSTOMER][NEUTRAL] I just need to know if I need to pay attention to it or not.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, the sum, the sum on the um medical and healthcare payments was $1,027.80.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The payer's TIN was [PII] and the recipient's TIN was the number I gave you before. There's a bunch of Xs through it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The only numbers that I see for that are [PII] which I assume are my my TIN.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I'm going, yeah, I'm gonna, I'm just gonna get somebody let us research this and, and we'll give you a call back. Someone from APL will call you back and that [PII] number good callback number?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK. Well, it was such a pleasure to assist you, Mr. [PII] and we'll get back with you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Nice talking to you. Thank you so much.
[AGENT][POSITIVE] And thank you. You have a wonderful afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.