AccountId: 011433970860
ContactId: 315d568d-c9e0-4583-8b0e-6e7920d034d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504359 ms
Total Talk Time (AGENT): 168251 ms
Total Talk Time (CUSTOMER): 179062 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/315d568d-c9e0-4583-8b0e-6e7920d034d4_20250509T20:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you doing?
[AGENT][POSITIVE] I'm good thank you how about you?
[CUSTOMER][NEUTRAL] Good stuff, yeah, I'm, I'm not bad. Um, I'm wondering if you can help me, so I submitted, um, claims, um reimbursement claims at like the end of February, and I have not heard anything back. So I wanted to know if you could check on the status of them, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can assist you with claim status and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. May I have your name?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII]. And could you make sure that my number doesn't end up on like any call lists or anything? You're not going to distribute my number, are you?
[AGENT][NEGATIVE] I know, no, at all. No, it's just to call you back if, if we get disconnected, that's all. Yeah, no.
[CUSTOMER][NEUTRAL] No, OK, just checking.
[CUSTOMER][POSITIVE] No worries, I trust you. I just wanted to check. Thank you for that's all.
[AGENT][NEUTRAL] You're welcome. And may I have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh, yeah, sorry, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, OK, uh, 683.
[CUSTOMER][NEUTRAL] 113
[CUSTOMER][NEUTRAL] 445.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, are you looking at the card?
[CUSTOMER][NEUTRAL] Um, say that again?
[AGENT][NEUTRAL] Are you looking at the APL card for the number?
[CUSTOMER][NEUTRAL] The identity. What do you need from me, sorry?
[AGENT][NEUTRAL] I need the policy number, the policy number for APL.
[CUSTOMER][NEUTRAL] Oh, I just have, I, I just have the member.
[CUSTOMER][NEUTRAL] ID from I have a I have a PHCF multiplan.
[CUSTOMER][NEUTRAL] Am I in the right place?
[AGENT][NEUTRAL] Multi doesn't sound like it. Um, do you have any cards with APL with American Public Life?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Um, I, no, I don't think so. I, I droit health group, but it's multi-plan PHCS is what it says on my card.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. And what number?
[CUSTOMER][NEUTRAL] I was sent here
[AGENT][NEUTRAL] Mm, go ahead.
[CUSTOMER][NEUTRAL] Sorry, yeah.
[AGENT][NEUTRAL] I'm sorry. What number uh do you have on that card? What number did you dial?
[CUSTOMER][NEUTRAL] Um, what phone number did I dial?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Is that the number on the card?
[CUSTOMER][NEUTRAL] Oh no, no, no, no, it's not sorry, there's no telephone number on the or there is a telephone number on the card, but I got redirected to you. So PHCS multiply and I think is like an agent that connected me through them and then I guess adroit health group is the is the provider. Is that you guys?
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEGATIVE] Oh, why did they, why did they give me your number then?
[AGENT][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] I have no idea. But no, this is American Public Life Insurance. Um, I'm not sure why they transfer you over to us. Do you work like with the uh temp agency or something like that?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, no, I work with, well, I don't work with anyone, I guess. I, we just, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, I guess I just called, I just called a number for claims um for, for like uh reimbursement, and then they were like, oh, you called the wrong number. This is the, this is the phone number that you want to call, and they gave me your number and that's who I'm on with now. Um
[CUSTOMER][NEUTRAL] Strange
[AGENT][NEUTRAL] Hm, yeah.
[CUSTOMER][NEUTRAL] So I let, let me just check. I sent an email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I sent an email to, uh, [PII] [PII]. Is that you guys?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see, give me just a second. I think I know, um, bear with me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Mhm. No worries.
[AGENT][NEUTRAL] I think it is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, so that email is definitely not us, but I have heard that email before. I'm trying to find out where did I hear that before. Bear with me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] rooms.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see if I put this in here.
[AGENT][NEUTRAL] That's.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I, I'm not.
[AGENT][NEUTRAL] Let me look one more place, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Strange. OK, no worries. Listen, I, I'll call another number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I'm not, I'm not really sure who is it through, but you might wanna check with your employer. I'm not, you said that you don't work with any company.
[CUSTOMER][NEUTRAL] No, no, I'm, I'm a patient or a, a, a customer of a, of, um,
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Like I'm calling for like medical insurance.
[AGENT][NEUTRAL] Uh, your, so this is your policy and you are the insured, correct?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, this is, so I'm calling on behalf of my policy, which I am insured under, um,
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK. OK. And you got it, you got this policy through your work or you bought it individually?
[CUSTOMER][NEUTRAL] No, bought it individually.
[AGENT][NEUTRAL] But it individually. What's it like through a um
[AGENT][NEUTRAL] Do you know the name of the company you bought it from?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Yeah, I dro, well, yeah, I guess it's like an independent agent, but
[CUSTOMER][NEUTRAL] I think, I think I found the right number. I mean, I had the right number before, but they sent me to you for whatever reason. I don't know why they did that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm so sorry. Yeah, I'm trying to figure it out, but I cannot figure it out.
[CUSTOMER][NEUTRAL] So, it's OK. OK. It's not your fault.
[AGENT][POSITIVE] All right. OK, I'm so sorry for that. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm just gonna call them back.
[CUSTOMER][POSITIVE] No, no, I'm all good, thanks.
[AGENT][POSITIVE] Thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thanks you too bye bye.