AccountId: 011433970860
ContactId: 27d8923f-ba94-42bc-9b3f-cd1b6a983c23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205639 ms
Total Talk Time (AGENT): 102563 ms
Total Talk Time (CUSTOMER): 69643 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/27d8923f-ba94-42bc-9b3f-cd1b6a983c23_20250527T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I've been trying to, I've been trying to go see the doctor and they said that y'all haven't been giving them a call back in order to give them my, um, benefits, so I was wondering if, if I could give you the number for you to call them so that way I could schedule an appointment.
[AGENT][NEUTRAL] OK, I'm sorry. I'm having a little trouble hearing you. All right, so you're needing assistance with the benefits?
[CUSTOMER][NEGATIVE] So, um, I had to cancel my last appointment because they didn't have the benefits from this card to see if they had any pregnancy benefits.
[CUSTOMER][NEUTRAL] I was hoping that you could call my um doctor and confirm the benefits with them so I can schedule an appointment.
[AGENT][NEUTRAL] OK, uh, can I have that policy number, please, ma'am?
[CUSTOMER][NEUTRAL] Um, the policy number, is that what I need to give them?
[AGENT][NEUTRAL] Yes, well, so I need to look at your information to see what you have with us. But yes, they would need your policy number and our [PII] number to call and verify the benefits.
[CUSTOMER][NEUTRAL] OK, um, is it the.
[CUSTOMER][NEUTRAL] 1403 number or is it the customer service number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Are you talking about for the policy or for the phone number?
[CUSTOMER][NEUTRAL] The phone number that they need to call.
[AGENT][NEUTRAL] OK, it would be, they need to call the benefits. Let me give you the [PII] number.
[AGENT][NEUTRAL] And then they would click on the, uh, claims and benefits queue.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Could you give me just one second to get a piece of paper?
[AGENT][NEUTRAL] Certainly
[CUSTOMER][NEGATIVE] I know. Any time I want one I never gonna land here.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][NEUTRAL] OK, so the number is one, and you are calling for American Public Life. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So the number is [PII], excuse me, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, 8606.
[CUSTOMER][NEUTRAL] Alright, and then I just give them my policy number.
[AGENT][NEUTRAL] Now, because
[AGENT][NEUTRAL] Right, uh, you would want to click on the claims, um.
[AGENT][NEUTRAL] The claims or benefits queue customer service cannot see your benefit if I mean you cannot see, you know, any kind of claims information on you but claims can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so yes, they'll need to, you'll, they'll need your policy number, your personal policy number in order to see what you have with APL.
[CUSTOMER][POSITIVE] All right, well thank you.
[AGENT][NEUTRAL] You're welcome. Were you able to find your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I see it on the card.
[AGENT][POSITIVE] OK, wonderful. Well, is there anything else we can help you with?
[CUSTOMER][MIXED] No thank you, but I appreciate it.
[AGENT][POSITIVE] Well, you're more than welcome and thank you for calling APPL. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too ma'am.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.