AccountId: 011433970860
ContactId: 4b632570-81df-476a-a5fc-d32b1d85384f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154399 ms
Total Talk Time (AGENT): 39891 ms
Total Talk Time (CUSTOMER): 52915 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/4b632570-81df-476a-a5fc-d32b1d85384f_20250527T19:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Benefits in a card. Um, I have a member on the line. He said that he is trying to find a provider in his area, but when he goes on to [PII] to find a provider, every number that he calls, they say they don't know of American Public Life. They, um, one told them that, oh, it's a secondary insurance, not a primary. They need his primary insurance, and we just don't know where he should go from there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me take a look at the, the policy. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] Um, I don't have that. Let me get him over to you, um, because I literally, uh, I have nothing else I could do for him besides refer him to you guys and see if there's anything you guys can assist him with as far as finding a provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, bear with me one moment, I'm gonna get him right to you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How are you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm doing well. Um, so the representative was telling me that you're, so you're trying to find a list of providers, but every provider you call from the list says that they don't.
[AGENT][NEUTRAL] They're not familiar with the insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me do this, um, let me pull up a policy. Um, may I have, well, 1st may I have a good contact number just in case we're disconnected and then the policy number for you?
[CUSTOMER][NEUTRAL] Yes, please. My number is 917.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the policy, my name is [PII].
[CUSTOMER][NEUTRAL] And tell me your name, please?
[CUSTOMER][NEUTRAL] [PII], right?