AccountId: 011433970860
ContactId: fd901f7c-cec8-485d-a06f-aa42c7355ed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365679 ms
Total Talk Time (AGENT): 86978 ms
Total Talk Time (CUSTOMER): 77137 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/fd901f7c-cec8-485d-a06f-aa42c7355ed7_20250609T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I needed to check on a dental claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[AGENT][NEUTRAL] And the provider that you're calling from?
[CUSTOMER][NEUTRAL] Doctor [PII].
[CUSTOMER][NEUTRAL] Checking on something with the insurance.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, it is C as in cat 17243956.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you said CL 1724?
[AGENT][NEUTRAL] 3956.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Do you have the policy or the card with you?
[CUSTOMER][NEUTRAL] Um, hold on one second here.
[CUSTOMER][NEUTRAL] Let me, let me look at the card that I have on file. Hold on one second.
[AGENT][NEUTRAL] OK, yeah, cause I don't think that's a policy number for us.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, that's the number that I've got on the card.
[CUSTOMER][NEUTRAL] And it says insurance ID card Aetna Continent Life Insurance Company of [PII].
[CUSTOMER][NEUTRAL] And then on the back of the card it says dental claims address Carrington Benefit Solutions with your I guess payer ID of 60601.
[AGENT][NEUTRAL] Um, that is not us. Wait, this is APL.
[AGENT][NEUTRAL] Is there, let me, let me see if I can look it up a different way real quick um what is their last name?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, that's not the one that I have. Let me see.
[AGENT][NEUTRAL] I apologize my computer is going just a little slow.
[AGENT][NEUTRAL] Give me just a moment while I'm trying to look them up, um.
[AGENT][NEUTRAL] It doesn't say APL on it on the card at all or does it?
[CUSTOMER][NEGATIVE] Mm no, it does not.
[AGENT][NEUTRAL] OK, because this is ATL, um, I'm still gonna see if I can pull him up.
[AGENT][NEGATIVE] But it's not looking
[AGENT][NEUTRAL] Like we have him because uh this is APL.
[AGENT][NEGATIVE] Yeah, I'm unable to find him, um.
[AGENT][NEUTRAL] I would call Aetna.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because that's that's who you called for or that's who you said first, right? Aetna and then Carrington is the provider network, right?
[CUSTOMER][NEUTRAL] Carrington is the dental claims address.
[AGENT][NEUTRAL] OK, I would call um Aetna because I don't have him on file. This is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that is fine. I will do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, mhm.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.