AccountId: 011433970860
ContactId: f7dde582-1003-4d39-9b59-331bcbe35aee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327500 ms
Total Talk Time (AGENT): 108032 ms
Total Talk Time (CUSTOMER): 129454 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f7dde582-1003-4d39-9b59-331bcbe35aee_20250410T15:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, I need some help with getting something cleared up on my dental insurance. Uh, my dentist is having trouble.
[CUSTOMER][NEUTRAL] With a claim, so I wanted to speak with someone speak with you about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure. Um, I can try to assist you with your questions. And may I have your name?
[CUSTOMER][NEUTRAL] Uh, I think you have it listed as [PII].
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, did you say a callback number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that what you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] No, uh, well, uh, here's my confusion. I, I have a policy, a number here that came from Stone Bridge, and I, I will tell you for as long as I've had this insurance, it was always billed by TransAmerica.
[CUSTOMER][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] Somehow or another, my dentist is, has been billing you guys and not getting paid. So I have a number that she gave me from Stonebridge.
[CUSTOMER][NEUTRAL] Uh, and I don't know if it would be the same policy number or not. I can give it to you and we can go from there.
[AGENT][NEUTRAL] Um, if it's not the policy number with APL, then it might not work in our system. Um, you can go ahead and give it to me and see if it's one of our policy numbers, but yeah.
[CUSTOMER][NEUTRAL] All right, all right. It's, it's 81 Alpha.
[CUSTOMER][NEUTRAL] 06 X.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6220.
[AGENT][NEUTRAL] It's OK, you can stop there now, that's not gonna be your number. Um, OK. Uh, let me go ahead and do a name search.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And how do you spell the first name?
[CUSTOMER][NEUTRAL] Uh my first name is [PII]
[CUSTOMER][NEUTRAL] I'm in [PII].
[AGENT][NEUTRAL] OK, so um the last name is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and the first name is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm. Does it have any other names, any other initials, [PII] or senior or anything like that?
[CUSTOMER][NEUTRAL] OK, well, all right, try, try, uh, uh, try [PII], which is what I go by, that's my middle name, so you may have it as that. I wouldn't think so, but [PII] or [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, um, I think the fastest way to find it will be through your social. Is it OK if you can provide me with your social?
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] Sure, sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm, I, I, I don't see you in our system with APL.
[CUSTOMER][NEUTRAL] Well, I don't know how my dental, my dentist would be billing you, um.
[CUSTOMER][NEGATIVE] Uh, this is all very confusing, um.
[CUSTOMER][NEGATIVE] I've had about 33 claims that haven't been paid.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Previously, they were building a company called Stone Bridge, which I have bought policies from them that you know of.
[AGENT][NEGATIVE] Oh, no, no. Not at all.
[CUSTOMER][NEUTRAL] Well, let me give them a call then I have their number and um let me start with that and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go from there and see what I can find out.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, Mr. [PII], I, I'm sorry, but yeah, I didn't pull anything with your social, and usually when you have a policy it will pull with the social. So yeah, I'm not sure where they got our information or if they probably send it to us and we have sent it as we cannot find the policy, that will be something that can happen, um, but we're not gonna have records if that happens, OK? So you might wanna check with them and see exactly what they're getting back from us, OK?
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][POSITIVE] OK, all right, well thank you very much and.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you for calling APL. You have a good day, OK? Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alright, alright, have a good day bye bye.