AccountId: 011433970860
ContactId: 2c31a8e7-ad26-4611-ad6c-779b79356712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335279 ms
Total Talk Time (AGENT): 125983 ms
Total Talk Time (CUSTOMER): 122949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/2c31a8e7-ad26-4611-ad6c-779b79356712_20250403T18:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], I think I spoke to you before because I have a cousin named [PII]. Um, this is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was trying to reach out to find out what is the status of two claims that were not sent to me or sent out to me along with another itemized bill that was sent to you.
[AGENT][NEUTRAL] OK, I can check on claims. Um, may I have the callback number just in case we get disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the policy number is M.
[CUSTOMER][NEUTRAL] M 60000478
[AGENT][NEUTRAL] OK, Ms. [PII], that's not gonna be your policy number. Do you see, do you have a card for us?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] For APL?
[CUSTOMER][NEUTRAL] Yes, I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you look it up on the I've always given this um oh you know what, this is different. Can you go by my social? cause I don't have the card in front of me.
[AGENT][NEUTRAL] Um, yes, bear, bear with me just a second. Let me pull another system. Go ahead, go ahead. Mhm.
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ms. [PII], I didn't find anything with that social. Are, are you trying to contact APL, American Public Life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me have that one more time.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me repeat it before I submit it. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, nothing is coming up with that social.
[CUSTOMER][NEGATIVE] I know you lying.
[CUSTOMER][NEUTRAL] I mean, I'm I'm not
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] That's crazy. Let me see if I can find my card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Would that also be in association with the ABA card?
[CUSTOMER][NEUTRAL] Well, the BWA?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] BWA, uh, no, um.
[AGENT][NEUTRAL] Mm. Let me see, bear with me just a second. Uh let me pull BWA and see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, service.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] OK, so it says that if we cannot find you in our system, we need to transfer you over. So, let me go ahead and get them on the line for us, OK, DWA.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Yeah, I'm not sure why I cannot find you, but yeah, I cannot find anything under your social, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you the number just in case you need it for the future, we get disconnected or anything happens. I got two numbers, so I'm gonna give you both and I'm gonna try one of them, OK? Um, the first one I got here is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm, mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, the second one I got here is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm gonna go ahead and try the first one, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do apologize. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right. Let me try to get them on the line, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support, press 4. For provider support, press 5. Thank you. You are currently caller number 23 waiting to speak with a representative. The estimated hold time is currently 9 minutes. Thank you for your.