AccountId: 011433970860
ContactId: 43b72599-b9ae-4379-aade-6007993c85f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202220 ms
Total Talk Time (AGENT): 62489 ms
Total Talk Time (CUSTOMER): 108930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/43b72599-b9ae-4379-aade-6007993c85f3_20250113T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah. Hi, my name is [PII]. And the reason for my call today, and I don't know if I got the right person or the right number. I'm trying to help my son who works at APL, um, with his, uh, he just received his medical card, and I have a couple questions.
[CUSTOMER][NEUTRAL] He just signed up for um
[AGENT][NEUTRAL] You say he works for APL?
[CUSTOMER][POSITIVE] Yes, yes, he does.
[CUSTOMER][NEUTRAL] Applied physics lab, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, and it is.
[CUSTOMER][NEUTRAL] 77
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] 46
[CUSTOMER][NEUTRAL] 604322
[AGENT][NEUTRAL] That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Um, how do I get a hold of the, uh, uh, the, uh, I called the allegiance, Allegiance, um, insurance, and she told me to call the APL staff benefits department.
[CUSTOMER][NEUTRAL] I don't know how to get a hold of them.
[AGENT][NEUTRAL] OK. May I have either your son's social or first and last name, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Could you
[AGENT][NEUTRAL] Spell the first name for me please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And it's under the John Hopkins University APL.
[CUSTOMER][NEUTRAL] He just received his, uh, I, I don't know if I'm saying it right, Allegiance, um, medical card.
[CUSTOMER][NEUTRAL] Benefits card.
[AGENT][NEUTRAL] OK, I'm not seeing that member under our.
[AGENT][NEUTRAL] In our system
[CUSTOMER][NEUTRAL] Who, who do I call to find out, um, any of that? Is there another number? I have the card right in front of me. Um.
[CUSTOMER][NEUTRAL] I have the group number covered person and participants ID.
[CUSTOMER][NEUTRAL] And it was effective [PII]. So it should be, I mean, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, but that's not, that's not us, that's not our policy. We're American Public Life and we're not associated with anything we're just an insurance company, so you're saying he's working for us, that wouldn't be correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, no, no, no, he works for John Hopkins APL, and that's who the insurance is through.
[AGENT][NEUTRAL] OK, so on the
[CUSTOMER][NEUTRAL] I'm just trying to get a hold of a staff person at APL.
[AGENT][NEUTRAL] OK, so the only information that you that you would go by is what's listed on the card. There's a contact number on the back of the card that you would contact and verify or get any information, but he's not a member up under us.
[CUSTOMER][NEUTRAL] Yes, I, I, I
[CUSTOMER][NEUTRAL] OK. I, I did that. I guess I need to get, uh, just call the APL like [PII] is it a [PII] number? Do you, you don't have that or anything?
[AGENT][NEUTRAL] That's who we are.
[CUSTOMER][NEUTRAL] She told me to call the staffing department. Huh? I'm sorry, what?
[AGENT][NEUTRAL] This is American public life.
[CUSTOMER][NEUTRAL] No, no, he works for, um, um, APL. It's not, um, it's applied physics lab.
[CUSTOMER][NEGATIVE] But you, I probably got the wrong number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, this is not them.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Sorry for your time. Thank you.
[AGENT][POSITIVE] OK, no problem, thank you.