AccountId: 011433970860
ContactId: 0ac8e1a3-1a97-45b2-802e-04b186bad0f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251029 ms
Total Talk Time (AGENT): 93857 ms
Total Talk Time (CUSTOMER): 65418 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0ac8e1a3-1a97-45b2-802e-04b186bad0f7_20250430T17:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Bethesda Hospital to get eligibility information for a number.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility only. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Now, [PII], that's
[AGENT][NEUTRAL] OK, now that's too many numbers for an APO policy number is that their social?
[AGENT][NEUTRAL] That's not the APO policy number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] How long is your policy numbers usually?
[AGENT][NEUTRAL] And that's not apparently the social associated with this account. It would be a max if you gave me all of them of 8.
[CUSTOMER][NEUTRAL] You said a max of 8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And I just checked in.
[CUSTOMER][NEUTRAL] Take off the one
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Take off the one.
[AGENT][NEUTRAL] No. You said take off the one. No, ma'am, that's not a valid number for us. And the card has American Public Life Insurance on it?
[CUSTOMER][NEUTRAL] We don't have a card on file.
[AGENT][NEUTRAL] OK, do you have the subscribers full social?
[CUSTOMER][NEUTRAL] No, but can you try another number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], you're, OK, can you start again cause your voice faded out.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. No, ma'am, that's not an APL policy number either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any other way for you to pull up the policy?
[AGENT][NEUTRAL] I can try by the name and like if it's a very common name that may make it difficult, you may have to reach out to the number, but I'll be happy to try by name. I cannot search by date of birth.
[CUSTOMER][NEUTRAL] OK, it is last name is [PII]
[CUSTOMER][NEUTRAL] [PII] first name [PII].
[AGENT][NEUTRAL] And then you did say that his fir his last name begins with the letter [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, one moment.
[CUSTOMER][NEUTRAL] I'm checking his file to see if we have anything else.
[AGENT][NEUTRAL] Sure. It's still searching.
[AGENT][NEUTRAL] My system is still searching the name.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And we do not have a [PII] in our system.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Well, you're certainly welcome. Is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] Well, OK, [PII], well thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.