AccountId: 011433970860
ContactId: 4f647ace-083c-4bcd-a64f-f4132d948e1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254669 ms
Total Talk Time (AGENT): 91136 ms
Total Talk Time (CUSTOMER): 106910 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4f647ace-083c-4bcd-a64f-f4132d948e1c_20250203T21:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling to see about my medical benefits. Are you, is this the right number to call about that?
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Uh, yes, hold on one second.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, hi, may I have your name and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the number is gonna be 02566978.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] And do you have an email address?
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it looks like.
[CUSTOMER][NEUTRAL] he
[AGENT][NEUTRAL] This plan is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Every.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, and what company is that under?
[AGENT][NEUTRAL] Right at school LLC.
[CUSTOMER][NEUTRAL] So anything for [PII] hasn't been submitted or you don't see anything for [PII]?
[AGENT][NEGATIVE] Not after [PII], I do not. I'm not seeing anything in our system.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I know that I applied for benefits for [PII]. The last person I talked to, uh.
[CUSTOMER][NEGATIVE] For saying it should have been, should have popped up in the file this year coming up and they were supposed to send me some cards in the mail, but.
[AGENT][NEUTRAL] OK, and I do apologize. I'm not seeing anything in the notes.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Have you spoken with the employer, the HR person?
[CUSTOMER][NEUTRAL] No, I haven't, uh, that's probably what I need to do.
[AGENT][NEUTRAL] I would reach out to them and if she has information, ask her for the group number, sometimes we can pull it up on the group number and see if it's out there or not and maybe they just have not loaded into our system.
[CUSTOMER][NEUTRAL] I have the group number on this card that I currently have now.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] She's saying there's nothing on file for it.
[CUSTOMER][NEUTRAL] Since last year.
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] Uh, it ended last year. 266, well hold on 26661.
[AGENT][NEUTRAL] Yes, and that is for right at school LLC. That's what we have in our system.
[CUSTOMER][NEGATIVE] So there's no benefits for [PII].
[AGENT][NEUTRAL] No, no, sir, not as of right now. I'm not showing anything effective as of [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, as of [PII] is what she's saying there's nothing on there.
[CUSTOMER][NEUTRAL] She said I should contact HR. OK, uh, thank you.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.