AccountId: 011433970860
ContactId: 5b7fcddf-1828-4ec5-be19-872ba9135176
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160589 ms
Total Talk Time (AGENT): 80188 ms
Total Talk Time (CUSTOMER): 39257 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5b7fcddf-1828-4ec5-be19-872ba9135176_20250324T14:38_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] We do.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am trying to understand, um, something about details about the claim that I submitted recently.
[AGENT][NEUTRAL] OK, I can help you with your, with your claim absolutely uh what is your name and your callback number?
[CUSTOMER][NEUTRAL] Um, if you can.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] 682-945-270
[AGENT][NEUTRAL] OK, that's 682-945-70?
[CUSTOMER][NEUTRAL] 5270
[AGENT][NEUTRAL] 5270.
[AGENT][NEUTRAL] OK, that doesn't look like it's one of our policy numbers. Do you see another number that might start with a 02?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, can I get your social security number and try to pull, pull you in that way?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Let me pull you up real quick.
[CUSTOMER][NEUTRAL] I have PHCS limited benefit plans.
[AGENT][NEUTRAL] OK. And it's with American Public Life?
[CUSTOMER][NEUTRAL] Well, I know that.
[CUSTOMER][NEUTRAL] APL is where I submitted my claim to I think it's.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] Do you, are you, are you with Business Workers of America?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, I know exactly what I need to do now uh I'll need to transfer you on over to BWA so that they can help you with the claim over there um it's gonna be a brief hold while I transfer you. I'm gonna look up their number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm gonna give it to you also so that just in case the call drops while I'm transferring you'll have it it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's gonna be a brief hold. I'm gonna get you on over there. You have a good day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye ma'am.