AccountId: 011433970860
ContactId: 0d3bfa1b-29f6-4e26-9172-eacfb59577e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142360 ms
Total Talk Time (AGENT): 41089 ms
Total Talk Time (CUSTOMER): 58011 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0d3bfa1b-29f6-4e26-9172-eacfb59577e1_20250610T17:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Mrs. [PII]. This is [PII] and I'm calling from the product office, Bonds of course. I would like to verify a member's eligibility, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[CUSTOMER][NEUTRAL] And the member's ID is going to be 00201836.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And that was 00201836?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not enough numbers for a policy number. Do you have the APL ID card there?
[CUSTOMER][NEUTRAL] Mm, let me see here.
[CUSTOMER][NEUTRAL] Well, I have here in my system that
[CUSTOMER][NEUTRAL] We have the member ID that says that the member ID is 00201836. It says here American plan administrators with PHCS.
[AGENT][NEUTRAL] But does it say American Public life anywhere?
[CUSTOMER][NEUTRAL] Mm, no, it doesn't say that.
[AGENT][NEUTRAL] The reason I'm asking is because this is American Public Life. What number did you call? Was it an [PII] number or an [PII] number?
[CUSTOMER][NEUTRAL] Mm, let me see. I called the [PII].
[AGENT][NEUTRAL] OK, so it is our number and our number is on the card?
[CUSTOMER][NEUTRAL] Mandaw.
[AGENT][POSITIVE] I'm just asking so I know how to help you.
[CUSTOMER][POSITIVE] No worries. I
[CUSTOMER][POSITIVE] No worries, I appreciate that. I'm gonna have to call a different number please because in day. bye bye.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.