AccountId: 011433970860
ContactId: fc0f3dd2-07ca-4a3c-afed-42e3dd6a9d2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455880 ms
Total Talk Time (AGENT): 115153 ms
Total Talk Time (CUSTOMER): 136256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/fc0f3dd2-07ca-4a3c-afed-42e3dd6a9d2c_20250520T20:48_UTC.wav
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[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] calling on behalf of dental office to check the status of the claim. Will you assist me with that?
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Only one thing
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII]. And the policy number is 119857887.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Uh, no, uh, 119857887.
[AGENT][NEUTRAL] OK, because that's not bringing up anything. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that's not an APO policy number. Do you have the member's ID card available?
[CUSTOMER][NEUTRAL] Member's ID card, just a second, one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Like, let me check.
[CUSTOMER][NEUTRAL] Have the fee scheduled treat treatment plans. I don't see an ID card here.
[CUSTOMER][NEUTRAL] Um, shall we do a name and date of birth instead?
[AGENT][NEUTRAL] Um, I can't start with the date of birth. Do you have the member's full social?
[CUSTOMER][NEUTRAL] Social let me check one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One more moment.
[CUSTOMER][NEUTRAL] Can you repeat the ID again, [PII]?
[AGENT][NEUTRAL] Yes, so you provided [PII].
[CUSTOMER][NEUTRAL] Yes, that is the ID I see here.
[AGENT][NEUTRAL] What's the member's first and last name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure, number's first name is [PII]. Last name is [PII]. And the date of birth is
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] Yes. Mhm. Sure.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And first name is [PII]
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] You do.
[AGENT][NEUTRAL] OK, so we don't, we don't have a member um with that name in our systems on the ID card, do you see anywhere that says APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, I do see that.
[AGENT][NEUTRAL] And what does it say for the policy certificate number?
[CUSTOMER][NEUTRAL] So you don't have a.
[CUSTOMER][NEUTRAL] Uh, I don't see one, like a cert certification number.
[AGENT][NEUTRAL] And it says APL like Alpha [PII].
[AGENT][NEUTRAL] On the card?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, that is the one I see here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, what does it, so let just read the card off to me. What do you see on the card?
[CUSTOMER][NEUTRAL] Mm, one moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Just, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't see an ID card like here, but I, it is mentioned as an APL.
[AGENT][NEUTRAL] OK, so it doesn't, so there it might.
[CUSTOMER][NEUTRAL] With me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But I do see this number with the member ID which I gave you earlier. I don't see a specific ID card here.
[AGENT][NEUTRAL] Right, so that number isn't an APL policy number and there's no member in our system with the member's name. So I'm wondering if it, if you're trying to reach American Public Life or another type of insurance company, but if there's no insurance card there, you won't be able to confirm. Um, so we'll need more information in order to search for a policy here, um, unless you have the full social, I can try and see, but just with the first and last name and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number given that was on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, I understand you're not able to find the patient. Got it. Yeah, I'll, I'll verify from my end and I'll call you back. Uh, and I, can I get the call reference number then?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and again my name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII], for helping me and assisting me. Have a nice rest of the day. Take care and stay safe. Goodbye.
[AGENT][POSITIVE] You're welcome. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.