AccountId: 011433970860
ContactId: 0dcd1e72-4be6-4f9a-9a88-daa23f6a7a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119660 ms
Total Talk Time (AGENT): 46549 ms
Total Talk Time (CUSTOMER): 60645 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0dcd1e72-4be6-4f9a-9a88-daa23f6a7a0f_20250224T14:55_UTC.wav
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[CUSTOMER][NEUTRAL] that
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII], and I'm calling you from provider's office to get claim status, uh, I mean eligibility and benefits. Could you please help me on that?
[AGENT][NEUTRAL] Sure, I can help you with both the eligibility and the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes. A as in Alpha, F as in Frank, L as in Lima, M as in Mike, F as in Frank, E as in Echo, 4683955358.
[AGENT][NEUTRAL] OK, the APL policy number is going to be 7 to 8 digits. It should start with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm, and let me grab those.
[CUSTOMER][NEUTRAL] ID number
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What you're requesting me to check? What you needed?
[AGENT][NEUTRAL] The policy number, the policy number that you gave is not an APL policy number. Our policy numbers are about seven digits, usually start with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just checking.
[AGENT][NEUTRAL] Do you have a copy of the member's ID card?
[CUSTOMER][NEUTRAL] Yeah, I do have a ID card.
[AGENT][NEUTRAL] And to the top left corner.
[CUSTOMER][NEUTRAL] It is showing on the
[AGENT][NEUTRAL] To the top left corner, do you see APL?
[CUSTOMER][NEUTRAL] APL where is call connected? Is it American Financial Security Life Insurance?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have a group number AFL 200+. Is this the wrong one?
[AGENT][NEUTRAL] Yes, that's not one of our group numbers also.
[CUSTOMER][POSITIVE] Thank you.