AccountId: 011433970860
ContactId: 3552ee07-f871-44f4-be80-224be42da61d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185679 ms
Total Talk Time (AGENT): 44150 ms
Total Talk Time (CUSTOMER): 89089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3552ee07-f871-44f4-be80-224be42da61d_20250103T22:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over at Benefits on a card. How are you doing today?
[AGENT][POSITIVE] I'm good. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm doing well thank you um I'm hoping you might be able to help me out. I have a uh mutual member on my back line, um, stating that she needs her medical her hospital indemnity policy information.
[CUSTOMER][NEUTRAL] However, when I go to pull up the her, like try to pull up her information in the broker portal for some reason it, it's showing that her indemnity policy, it it doesn't show it at all um and I I know it should be active based on the information that we have available. I was hoping you might be able to help me see if you can locate this information.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, do you have a policy number for Mr. [PII]? What information do you have?
[CUSTOMER][NEUTRAL] That that's, uh, so yeah, that's why I just said the policy information doesn't isn't available to the to to me for some reason, um, so what would, what else would you need to try to locate this person?
[AGENT][NEUTRAL] Um, what about the group number?
[CUSTOMER][NEUTRAL] Uh, the group I can tell you is, uh, the group number is 70073.
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um, gonna be, I, I'm not sure how well it'll help, but it'll be our [PII] and unfortunately I don't have a, I don't have a direct line or anything like that.
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And what is the name of the insured?
[CUSTOMER][NEUTRAL] Uh, her name is, uh, her name is [PII].
[AGENT][NEUTRAL] And she's looking for, you said the hospital indemnity plan?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I don't see she's listed for the hospital indemnity.
[CUSTOMER][NEUTRAL] You don't see that she has it?
[AGENT][NEUTRAL] No, I got um dental disability life.
[CUSTOMER][NEUTRAL] OK, um alright thank you I'll reach out to our back office and see what they need to get over to you guys to get this corrected because she we see she should have the indemnity plan.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Oh, OK, yeah, we're only showing those 3 available for her.
[CUSTOMER][POSITIVE] All right then. All right, well, thank you so much, ma'am. You have a wonderful day.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You as well thank you for calling APR. bye bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye now.