AccountId: 011433970860
ContactId: 502f7818-55c8-4dd6-a439-af2bf00f707c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534080 ms
Total Talk Time (AGENT): 116541 ms
Total Talk Time (CUSTOMER): 97497 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/502f7818-55c8-4dd6-a439-af2bf00f707c_20250321T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII] and I work um for Vanguard, and I was recently in the hospital and um the people from the HR told me about a claim. I don't know if this is the number where I could get that, that um, that paper to do the claim.
[CUSTOMER][NEUTRAL] Uh, I just called the number that was in the in the email.
[AGENT][NEUTRAL] OK, I can help you with that. Um, so do you have your policy number for your plan?
[CUSTOMER][NEUTRAL] Mm, no. I just got hired as a, like I just got hired as a full-time employee.
[CUSTOMER][NEUTRAL] I don't, I don't have any of that.
[AGENT][NEUTRAL] OK. OK, [PII], um, what about your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's pulling it up. Just give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like I found your account. I just need to verify a few pieces of information with you. Um, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I literally got hired and then I went to the hospital.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEGATIVE] It's not good.
[CUSTOMER][NEGATIVE] No, no, not fun.
[AGENT][NEUTRAL] Actually, let me see.
[AGENT][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] I wrote down the number wrong. Hold on one moment if you don't mind. Sorry about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Sorry, I'm getting this pulled up. Hold on just a second.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Now, it wouldn't have been under any other person's name or anything, just yours, correct?
[CUSTOMER][NEUTRAL] No, just me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, can you, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't know
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that. I don't know if we maybe have something entered wrong, but what about your, uh, because I'm not pulling it up by your name. What about your social? Could you give me that?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not pulling that up either, um.
[AGENT][NEUTRAL] I yeah I'm not finding you in our system you might reach out to
[AGENT][NEUTRAL] Employer
[AGENT][NEUTRAL] And contact them and see because this so this is a we do supplemental insurance.
[AGENT][NEUTRAL] So we do like it's not like a major medical um so.
[AGENT][NEUTRAL] Who do you work for?
[CUSTOMER][NEUTRAL] Vanguard Academy, um, the school is Mozart Elementary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have an ID card?
[CUSTOMER][NEUTRAL] Um, I like I have an employee number 1896.
[AGENT][NEUTRAL] OK, no, that wouldn't be it.
[AGENT][NEUTRAL] Our cards would have like a.
[AGENT][NEUTRAL] Policy certificate number on it.
[AGENT][NEUTRAL] Let me see, let me check one other place here.
[AGENT][NEUTRAL] What I'm sorry what
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name of your employer?
[CUSTOMER][NEUTRAL] Um, Mozart Elementary.
[AGENT][NEUTRAL] Those are elementary, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not finding that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I don't have that in our system. um, I would reach back out to your HR.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] If they can because this like I said we're American Public Life.
[AGENT][NEUTRAL] And see if they can clarify who your coverage is through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you sorry about that.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] No, it's fine. Thank you. Mm bye.
[AGENT][POSITIVE] OK thank you have a good day.
[CUSTOMER][NEUTRAL] You too, bye.