AccountId: 011433970860
ContactId: 7351081f-09e5-42a3-ac55-25546cbac662
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338450 ms
Total Talk Time (AGENT): 99904 ms
Total Talk Time (CUSTOMER): 129449 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7351081f-09e5-42a3-ac55-25546cbac662_20250527T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I'm calling from a doctor's office and I need to check um a status of a dental claim for a patient, please.
[AGENT][NEUTRAL] OK, I could check in a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] 554-501-1
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Let me see if I can get that. Um, so I have a subscriber ID. Would that be the policy number that you need?
[AGENT][NEUTRAL] Um, we can give it a try.
[CUSTOMER][NEUTRAL] Alright. 12.
[CUSTOMER][NEUTRAL] Letter Y.
[CUSTOMER][NEUTRAL] 0492588
[AGENT][NEUTRAL] OK, so that's not gonna be uh one of our policy numbers. Um, that's gonna be a bit too long. Do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me see if I can pull up some other documents from his policy, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I have a policy ID. I have a a group code.
[CUSTOMER][NEUTRAL] Was this carried by Cigna by any chance?
[AGENT][NEUTRAL] Uh, this is American Public Life. I'm not sure who their primary is.
[CUSTOMER][NEUTRAL] All right, I don't have any of your information. Can I give you the patient's date of birth and social security number?
[AGENT][NEUTRAL] Yeah, I could search for their social.
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] Name
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that social. Um the only other way I can search is with their name. Um, so the first name that's of course, [PII] Could you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what state does this member live in?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, uh, that does not look like this, uh, individual has a uh policy with us.
[CUSTOMER][NEUTRAL] And this is American Public Life.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Trying to figure out why did you get into my system? How did we send out a claim to you?
[AGENT][NEUTRAL] I'm not sure. I know that there's quite a bit of uh companies that sound similar to us.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That is very interesting. Give me one second. Can I just try to search up one more thing?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American Public life.
[CUSTOMER][NEGATIVE] I don't even know how you got so the policy number you don't.
[CUSTOMER][NEUTRAL] Is your policy number like a long number or something?
[AGENT][NEUTRAL] No. Um, it's generally no longer than 8 digits. Well, it's definitely no longer than 8 digits. Um, it would be 7 or 8 digits.
[CUSTOMER][NEUTRAL] Can I give you uh a different number? Let's see if we can find that way.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, C as in cat, D as in dog, V.
[CUSTOMER][NEUTRAL] H as in Harry, 060.
[AGENT][NEUTRAL] OK. Now, um, our, our policy numbers don't have, uh, they don't begin with letters like that.
[AGENT][NEUTRAL] If there were any letters in the policy number, it would be an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] It's just numbers.
[CUSTOMER][NEUTRAL] Yeah, this one has an 8 at the end, but it doesn't have an ML or anything like that.
[AGENT][NEUTRAL] Is it just digits?
[CUSTOMER][NEUTRAL] It's just uh yeah it has one letter it's 12Y 0492588.
[AGENT][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] That wouldn't be it. They don't have letters in the middle like that.
[CUSTOMER][POSITIVE] OK, well thank you very much. I appreciate your help.
[AGENT][POSITIVE] Sure, of course I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thanks bye bye.