AccountId: 011433970860
ContactId: 694538de-2ae9-4d4c-b78e-f1f6b7ca81b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286000 ms
Total Talk Time (AGENT): 111027 ms
Total Talk Time (CUSTOMER): 62877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/694538de-2ae9-4d4c-b78e-f1f6b7ca81b2_20250317T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to check the status of a current claim. I don't know if you need my member ID or um whichever to get there.
[AGENT][NEUTRAL] OK, I can help you with claim status and the claim is for yourself.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's your name and your policy number?
[CUSTOMER][NEUTRAL] OK, so my name is [PII] and my policy number is 6831285552.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] You said your policy number is 683128552?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Um, I was given this number to call for my claim.
[AGENT][NEUTRAL] Uh, you wanna give me your social security number I could up that way for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Let me look that up real quick, see if you have a policy with us and we can check your claims.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not pulling up a policy number under your name with that social either.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] That's all, I guess they.
[AGENT][NEUTRAL] Are, are you wanting to.
[AGENT][NEUTRAL] Are you wanting to call American Public Life?
[CUSTOMER][NEUTRAL] Well, um, my, cause my policy is PHCS limited benefit plan, and then I called the number on the back of the card and they said to check my existing claim to call this number.
[AGENT][NEUTRAL] OK, are you with Business Workers of America?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] That's what I need to know. OK, so what I'm gonna, I'm gonna need to go ahead and transfer you on over to them so that they can help you further, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm gonna and I can give you that number. Let me look it up real quick. I give you that number so that you have it too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] It's gonna be just a second while my computer pulls up their number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the number that y'all if we get disconnected, I'm gonna transfer you, but if we get disconnected is 187.
[AGENT][NEUTRAL] 24.
[AGENT][NEUTRAL] 886 8.
[CUSTOMER][NEUTRAL] OK, wait, that was what? 1877248?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, sorry, can you say that again?
[CUSTOMER][NEUTRAL] Can you repeat the whole number again? Sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's fine. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, got it, thank you.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold. You're very welcome. I hope you have a wonderful day. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling