AccountId: 011433970860
ContactId: 2c07a000-c624-4c5e-8a8e-2108df79b0bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236320 ms
Total Talk Time (AGENT): 92631 ms
Total Talk Time (CUSTOMER): 102338 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2c07a000-c624-4c5e-8a8e-2108df79b0bb_20250107T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm a member. Um, did APL take over for, uh, my benefits keeper?
[AGENT][NEUTRAL] Um, Ms. [PII], I can check for you. Do you have a policy with us?
[CUSTOMER][NEUTRAL] I do. I'm trying to change my address which I changed it a year ago and it's not been changed in the system according to claims department, but I can give you my uh policy number so you can look that up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's ALM.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] ALM 0165157
[AGENT][NEUTRAL] OK, and Miss [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and that policy number is um not one of ours. Can I get your social security number so I can pull in your policy that you have with us?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And the company I'm have a policy with is OK.
[AGENT][NEUTRAL] OK, let me pull your policy, yes.
[CUSTOMER][NEUTRAL] Is Legion Limited Medical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, let me see if I can find you with our company.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's 401-113-963?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do I spell your last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. And your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find it with your name because the.
[AGENT][NEUTRAL] Would you be on anybody else's policy?
[CUSTOMER][NEUTRAL] No, ma'am, it's just mine.
[AGENT][NEUTRAL] OK, um
[AGENT][NEUTRAL] I'm not able to pull you in with your name or your social security number.
[CUSTOMER][NEUTRAL] OK, they did APL take over for my benefits keeper?
[CUSTOMER][NEUTRAL] Or no?
[AGENT][NEUTRAL] I am unsure about that. That does not sound like a familiar, um, group to me. Do you have the group number if they were APL? Do you have the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I, no, I don't, um, I was told that that's who I had to call because my benefits keeper is no longer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, handling the, the policies, but if you can't find me, then I have no idea. I mean, I have a policy because
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I have a claim that they satisfied but they sent it to the wrong address which I changed the address a year ago so I don't understand why I don't understand. I'll just try my benefits keeper then and see if that's.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Don't make any sense.
[AGENT][POSITIVE] OK, yes ma'am. Yes ma'am, I understand. OK, you're very welcome. Good luck with trying to figure out which one it is. I, um, and if you need any more help, you need to call us back and just let us know, OK? You're so welcome, Miss [PII]. You have a good day.
[CUSTOMER][POSITIVE] Alrighty thank you. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much. Uh-huh. Mhm. You too.
[AGENT][POSITIVE] Thanks for calling AP