AccountId: 011433970860
ContactId: 6f9de972-1e0d-4a4a-829a-7c41aa425c31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284109 ms
Total Talk Time (AGENT): 96289 ms
Total Talk Time (CUSTOMER): 54696 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/6f9de972-1e0d-4a4a-829a-7c41aa425c31_20250521T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need claim status please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Hold on just a second for me.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, the policy number is D463-07587.
[AGENT][NEUTRAL] OK, do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, I, I do, I believe I do. Hold on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, on the card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] And patient, bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, do you see anything that, so basically the number that you gave us for 90 degree benefits. I'm trying to find the APL policy number. Um, do you see anything that starts with a 01 or 02 on the card?
[CUSTOMER][NEUTRAL] No ma'am, it just says employee ID starts with the D.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] From Wagner staffing.
[AGENT][NEUTRAL] What's the member's first and last name?
[CUSTOMER][NEUTRAL] It's his first name is [PII]. Last name [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me search with the name. Hold on one second.
[AGENT][NEUTRAL] OK, I'm not showing a [PII] in our system. Is he the policyholder?
[CUSTOMER][NEUTRAL] He is.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, who did I just call?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] Hold on, I called the number off of the bear with me [PII].
[AGENT][NEUTRAL] Oh, you know what, did you call at [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so if you call that number, there's a prompt, I don't remember what number, but no matter who it is, it'll redirect the caller to us. So it sounds like you got redirected.
[AGENT][NEUTRAL] Because our number is [PII].
[CUSTOMER][NEUTRAL] OK, so do you know who I'm supposed to call?
[AGENT][NEUTRAL] Mhm. So with that 90 degree number, the, the 833 number is for 90 degrees, which is that D number. The D number is their policy number. So just call that [PII] number back and press 1 and you'll be able to get to their customer service representative.
[CUSTOMER][POSITIVE] OK sounds great thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.