AccountId: 011433970860
ContactId: 276c920e-640a-48bc-a38d-552559f76bf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414399 ms
Total Talk Time (AGENT): 81410 ms
Total Talk Time (CUSTOMER): 129798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/276c920e-640a-48bc-a38d-552559f76bf3_20250311T16:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. This is [PII] calling from Carter Healthcare on a recorded line. I'm calling for eligibility and benefits.
[AGENT][POSITIVE] Um, surely I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Um, sure, um, give me one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, yes, the policy number, that would be 9J55D for David, A for Alpha 9G for golf T for Tango 58.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the um social?
[CUSTOMER][NEUTRAL] No, we don't have it. Hold on, let me just check. Give me one second. I think I got it wrong.
[CUSTOMER][NEUTRAL] OK. Sorry for the mistake. So the policy number is A for Alpha, B for Boy, L for Lima 610796.
[AGENT][NEUTRAL] OK, I'm sorry. That's not one of our policy numbers either.
[CUSTOMER][NEUTRAL] American Public Life Insurance, right?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, normally a 67 digit number. It begins with a 01 or 02.
[CUSTOMER][NEUTRAL] This is the telephone number.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] 01 or 02?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it OK if I put this call on hold for 1 to 2 minutes for me to get it checked and I'll get back to you?
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. I'm still here.
[CUSTOMER][NEUTRAL] All right, thank you so much for patiently holding. Um, this is the only uh policy ID that I have here. Uh, can you verify the um member using the social security number?
[AGENT][NEUTRAL] Yes, what's the social, please?
[CUSTOMER][NEUTRAL] OK. So that would be [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. No one's coming up under that social. Um, I could try to look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] OK. So, last name is [PII], [PII]
[AGENT][NEUTRAL] My first name?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] With the camp.
[AGENT][NEUTRAL] I'm sorry with the, I'm sorry you said it was [PII].
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] There's also, uh, on the name, there's also [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Yeah, no one's coming up under that name either, ma'am.
[CUSTOMER][NEUTRAL] How about the date of birth?
[AGENT][NEUTRAL] Um, well, I would have to find the name first to match the date of birth, and no one's coming up under that name.
[CUSTOMER][NEUTRAL] So, uh, just to confirm if I got it right, um, even though the Social Security number was provided, there's also no number.
[AGENT][NEUTRAL] Right, that was
[CUSTOMER][NEUTRAL] With this social?
[AGENT][NEUTRAL] There was no member with the social and no member with that name.
[CUSTOMER][NEUTRAL] Oh, I see, um.
[CUSTOMER][NEUTRAL] OK, um I think uh that's the only thing that I need and um can you just please provide me a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] like [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, uh, thank you so much for your help today, [PII] you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye-bye.