AccountId: 011433970860
ContactId: 3470ea3a-5e93-4315-bf81-1732bd919296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254199 ms
Total Talk Time (AGENT): 87489 ms
Total Talk Time (CUSTOMER): 74255 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/3470ea3a-5e93-4315-bf81-1732bd919296_20250617T14:57_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um.
[CUSTOMER][NEUTRAL] I haven't had to really use this before. I'm trying to figure out what I need to do. I had surgery about a week and a half ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it's my understanding with this limited medical plan that I have that I'm able to be reimbursed for some of that.
[AGENT][POSITIVE] OK, yeah, we can definitely take a look. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Uh the ID number on my card?
[AGENT][NEUTRAL] Uh, yeah, it should, yeah, what is that?
[CUSTOMER][NEUTRAL] US 00206863
[AGENT][NEUTRAL] OK, let me try that on the card, does it say like member ID or certificate number?
[CUSTOMER][NEUTRAL] Oh, that's the ID number and then there's a group number.
[CUSTOMER][NEUTRAL] That's the only numbers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's do a look by your name cause that number didn't come up for me. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, let me try that.
[AGENT][NEUTRAL] OK. And then if I could just please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then lastly, just for verification, I'll need the address we should have on file.
[CUSTOMER][NEUTRAL] I don't know which one you'll have [PII]. My physical address in [PII].
[AGENT][NEUTRAL] Yeah, and then we have the PO box for the mailing, is that still correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[CUSTOMER][NEUTRAL] 564.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let me pull up your policy here and see exactly what.
[AGENT][NEUTRAL] Is listed, give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, this particular plan, it looks like that you have with us um is a cancer plan. It does have some benefits on here.
[CUSTOMER][NEUTRAL] Mm, not that one.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Not the cancer plan.
[CUSTOMER][NEUTRAL] I, I, I have 3 different things that are taken out of my check.
[CUSTOMER][NEUTRAL] The cancer one and the limited medical.
[AGENT][NEUTRAL] OK, so the policy that I pulled up with us under your name is just the cancer plan. I don't see any other medical policies with us. It looks like you just have the cancer with us.
[CUSTOMER][NEUTRAL] Is this different than
[CUSTOMER][NEUTRAL] OK, my card says Pan American. Is that a different place?
[AGENT][NEUTRAL] That's a different company. This is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][POSITIVE] All right. I'm sorry.
[AGENT][NEUTRAL] That's OK. Anything else?
[CUSTOMER][NEUTRAL] OK, thank you. No, that's.
[AGENT][NEUTRAL] Uh-huh.