AccountId: 011433970860
ContactId: b3a644ba-00c4-45e2-80a2-9e6480dee52b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268480 ms
Total Talk Time (AGENT): 75684 ms
Total Talk Time (CUSTOMER): 105857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/b3a644ba-00c4-45e2-80a2-9e6480dee52b_20250123T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I have some questions. I'm calling from an orthodontic dental office. Um, we were given this insurance information. I was wondering, is this more of like a discount plan or is this?
[CUSTOMER][NEUTRAL] Like an insurance plan.
[AGENT][NEUTRAL] I will have to pull the member's policy up. We have several different policies.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the office of Dr. [PII], that's spelled [PII]
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] member's policy number is A0002139860.
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK, so I'm looking at the card and it says American Public Life Insurance Company.
[AGENT][NEUTRAL] And it gives you an A.
[CUSTOMER][NEUTRAL] And it's A as
[CUSTOMER][NEUTRAL] Yeah, A as in apple, 002139860.
[AGENT][NEUTRAL] OK, we're American Public Life with our.
[CUSTOMER][NEUTRAL] And it says [PII].
[AGENT][NEUTRAL] That's not our mailing address either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me pull that one up.
[AGENT][NEUTRAL] I believe that one is uh that is our, no.
[AGENT][NEUTRAL] You said [PII], that's not our mailing address.
[CUSTOMER][NEUTRAL] [PII]. I cannot talk today.
[AGENT][NEUTRAL] OK, yes, that is our mailing address.
[CUSTOMER][NEUTRAL] But that's not a policy number?
[AGENT][NEUTRAL] That's not one of our policy numbers. Our policy number starts with a 01 or 02.
[AGENT][NEUTRAL] Do you see member ID or certification number?
[CUSTOMER][NEUTRAL] OK, so could it
[CUSTOMER][NEUTRAL] It says member ID A as in apple 0002139860 so could it be 02139860?
[AGENT][NEUTRAL] Let me try that one.
[AGENT][NEUTRAL] May I have the patient's first and last name?
[CUSTOMER][NEUTRAL] Yes, um, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm not even pulling that up with that. Let me have the spelling of the first name, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not pulling that member's name up in our system.
[CUSTOMER][NEUTRAL] OK, do you have subscriber [PII] and that's [PII]?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Let me check that one.
[AGENT][NEUTRAL] I don't have that member in our system either.
[CUSTOMER][NEUTRAL] OK, well shoot, OK, um, can I get your name and a reference number and I will just have to have them call their HR I'm not sure what so.
[AGENT][NEUTRAL] Yes, the reference number will be my first name [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for trying to help me.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII], have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you bye.