AccountId: 011433970860
ContactId: 18f78342-9b30-484a-a505-2482937c00a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270260 ms
Total Talk Time (AGENT): 104593 ms
Total Talk Time (CUSTOMER): 140796 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/18f78342-9b30-484a-a505-2482937c00a6_20250408T15:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling with Holy Cross Medical Group. I needed to check eligibility to make sure, but I think I clicked the button too quick and got a live rep, but can you help me with this?
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], uh [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you for that. and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, I have A as in Alpha, F as in Frank, L as in lemon, M as in Mary, F as in Frank, E as in Edward, 1682397166.
[AGENT][NEUTRAL] OK, let me try the numbers. That's, hold on one second.
[CUSTOMER][NEUTRAL] Alright. The numbers are 168239.
[CUSTOMER][NEUTRAL] 7166.
[AGENT][NEUTRAL] Yeah, that's too long also. So our, our policy numbers are usually 7 to 8 digits. It might start with a 01 or 02, um, and it should end in ML 7 or 8. do you have a copy of the ID card available?
[CUSTOMER][POSITIVE] I do. I do have the copy of it and that's the number that's on here, but it's, this is, it says help well AF.
[CUSTOMER][NEUTRAL] SLIC, right? Is that you guys' abbreviation acronyms?
[AGENT][NEUTRAL] Um, this is American Public Life APL. Who, wait, so who are you trying to reach? What's the name of it?
[CUSTOMER][NEUTRAL] APL, OK.
[CUSTOMER][NEUTRAL] So it looks like it's American.
[CUSTOMER][NEUTRAL] Something Security Life Insurance Company, but they have this acronym AFSLIC. So when I put that in there,
[CUSTOMER][POSITIVE] This is what it gives me.
[CUSTOMER][NEUTRAL] Returns for you guys, just because I googled, I Googled it. That's so I'm on a hunt. OK, well, then let me try something different then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said A S like Sam, LIC?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] A F as in Frank, S as in Sam, L as in lemon, I see. So I'm just trying to help this, this patient. He's an older gentleman and
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We shall see.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][POSITIVE] All righty. Well, that is all I needed then. I appreciate it, [PII]. Thank you so much. Oh.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] You're considered a provider?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] So what I'm
[AGENT][NEUTRAL] They don't even have, I see a corporate number, but for the provider and insured, it's just like the, like a, you saw it?
[CUSTOMER][NEUTRAL] I do too.
[CUSTOMER][NEUTRAL] I have to
[CUSTOMER][NEUTRAL] Yeah, I just found another one, an inquiry about it.
[AGENT][NEUTRAL] Yeah, that's all I see. Let me see. ASSLIC customer.
[CUSTOMER][NEUTRAL] But it doesn't, so I have to.
[AGENT][NEUTRAL] Oh, I see one.
[AGENT][NEUTRAL] Um, so there's 2 numbers.
[AGENT][NEUTRAL] There's an 866.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Number and then a 912 number. You want me to give you, I, I can give it out everything I see.
[CUSTOMER][NEUTRAL] Yeah, both, both of them.
[AGENT][NEUTRAL] OK. Um, so 844-398.
[CUSTOMER][NEUTRAL] April inquiry.
[AGENT][NEUTRAL] 9752.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That looks like it's more for customer service. This one is like for purchasing.
[AGENT][NEUTRAL] 912.
[CUSTOMER][NEUTRAL] Yeah, we'll go with the customer service one and see where they can take me, yeah, because I see where you're saying the purchase inquiry, please call.
[AGENT][NEUTRAL] You wanna do that one? OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][POSITIVE] We shall see where this takes us. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.