AccountId: 011433970860
ContactId: 39ee0457-7fe3-4d1d-a5eb-3b0648bfeafe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151660 ms
Total Talk Time (AGENT): 45048 ms
Total Talk Time (CUSTOMER): 79483 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/39ee0457-7fe3-4d1d-a5eb-3b0648bfeafe_20250313T13:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, morning, uh, my name is [PII]. I have an account there I guess with you guys.
[CUSTOMER][NEUTRAL] Um, what do you need from me so we can continue?
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I've never used this before so I'm not quite.
[CUSTOMER][NEUTRAL] I have the same group number. I don't know the policy number.
[AGENT][NEUTRAL] It should say inpatient or outpatient cert number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] In hospital benefits?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Certificate number?
[AGENT][NEUTRAL] Yes, do you show the outpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it says outpatient below, yeah.
[CUSTOMER][NEUTRAL] Um, OK, well.
[CUSTOMER][NEUTRAL] This is, I guess I give you the in the hospital because my wife is in uh 017742.
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 7
[AGENT][POSITIVE] Thank you, and [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, what was it, my address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email is um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. I have this plan pulled up and it looks like this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK, is that because the company that I work for canceled it?
[AGENT][NEUTRAL] It would have to be through the employer, so yes, sir, more than likely.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, OK, so they don't have it anymore, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEGATIVE] No, that's it, so this card is no good anymore, right? OK.
[CUSTOMER][NEUTRAL] Alright, I guess I can tear this up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.