AccountId: 011433970860
ContactId: 77f54c57-b2f9-4f1f-a1b4-d444b18d09b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169240 ms
Total Talk Time (AGENT): 44379 ms
Total Talk Time (CUSTOMER): 73289 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/77f54c57-b2f9-4f1f-a1b4-d444b18d09b4_20250520T21:25_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEGATIVE] Yes, I just got off the phone with the hospital and, um, you know, they were telling me my balance and I asked about the APL insurance that I have, and they said that they tried to contact you all and you all claimed I don't exist, given the numbers that are on my card.
[CUSTOMER][NEGATIVE] And I'm trying to find out why you're, you're telling them that I don't have insurance through you all.
[AGENT][POSITIVE] OK, I'll be happy to assist.
[CUSTOMER][NEUTRAL] For gap insurance?
[AGENT][POSITIVE] OK, I'll be happy to assist if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your policy number?
[CUSTOMER][NEUTRAL] 02444766
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And if you can verify the email address.
[CUSTOMER][NEUTRAL] Uh it should be [PII].
[AGENT][POSITIVE] Thank you for that information Mr. [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I'm not showing any calls on your account.
[AGENT][NEUTRAL] Where anyone called to verify your benefits and you definitely are in the system. I pulled you up with that policy number that you gave us.
[AGENT][NEUTRAL] So,
[AGENT][NEGATIVE] I don't know who they called, but they didn't call us.
[CUSTOMER][NEUTRAL] OK. I mean, I gave them, I mean, a while back, I've given them this information, which included the.
[CUSTOMER][NEUTRAL] You know, the PO box in [PII] and they ask for the address.
[CUSTOMER][NEUTRAL] And the phone number that's on the card, which is the number I just called.
[CUSTOMER][NEUTRAL] So if they call this number back and they use the [PII] number.
[CUSTOMER][NEUTRAL] It should show that I have the insurance.
[AGENT][NEUTRAL] Right, they, if they call and even if they didn't have your policy number, they could have given us your social and we could have pulled you up and verified your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I will call them back and let them know that.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I appreciate it thank you.
[AGENT][POSITIVE] Thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.