AccountId: 011433970860
ContactId: 7e9adfd8-521d-4272-8de0-ed6314cf6816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391649 ms
Total Talk Time (AGENT): 115075 ms
Total Talk Time (CUSTOMER): 163734 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7e9adfd8-521d-4272-8de0-ed6314cf6816_20250423T18:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, what type of company is this?
[AGENT][NEUTRAL] Uh, insurance company.
[CUSTOMER][NEUTRAL] OK, I'm trying to figure out what, how did, what kind of insurance I got with y'all because I don't even remember.
[AGENT][NEUTRAL] OK, I can check and see. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] This place don't closed down.
[CUSTOMER][NEGATIVE] It should have been called.
[AGENT][NEUTRAL] OK. Have you received anything from us like a card, policy documents?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I received them.
[CUSTOMER][NEGATIVE] I received a bill.
[AGENT][NEUTRAL] An explanation of benefits.
[CUSTOMER][NEUTRAL] I don't know what it was, but it was something.
[AGENT][NEUTRAL] OK, do you see a policy number in that document or a reference number?
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what I did, I made a copy of the of the letter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't see no policy on. It's American Public Life. What is [PII]? What is this?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You probably have a dental if it's if it's saying [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, let's see what it is.
[CUSTOMER][NEUTRAL] Can you pull it up? Cause I don't have my policy number.
[AGENT][NEUTRAL] OK, on the document that you're looking into, do you see any numbers, any numbers at all?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I don't, cause I got a photo of him. I just took a picture of pair ID number. I can't hardly see it. It says 6.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] OK, in the bottom of that same document, do you see anything that says outpatient er, inpatient cert?
[CUSTOMER][NEUTRAL] No, no, that's ma'am, ma'am, can you just tell me what it's for?
[AGENT][NEUTRAL] No. No.
[AGENT][NEUTRAL] We have many products, Miss [PII], we have many, many products. We have many, many products. I will have to pull your information.
[CUSTOMER][NEUTRAL] All that you going through now. I told y'all.
[CUSTOMER][NEUTRAL] Say what?
[CUSTOMER][NEUTRAL] Was it the pay?
[CUSTOMER][NEUTRAL] The payer ID number, the payer ID number is 60801. Now what do I have with this? Is this general?
[AGENT][NEUTRAL] The payer ID
[AGENT][NEUTRAL] Ms. [PII], the payer ID number is for the providers to send in the claims for us to pay. So that payer ID is for the whole company.
[CUSTOMER][NEUTRAL] OK then, well, my first and last name with my social and tell me what I have.
[AGENT][NEUTRAL] OK, bear with me just a second, let me pull another system.
[CUSTOMER][NEGATIVE] So retarded.
[AGENT][NEUTRAL] Go ahead with the social.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And what kind of small smoothies do y'all have?
[CUSTOMER][NEUTRAL] I got one I wanna see if you could do for me, uh.
[CUSTOMER][NEUTRAL] Can you do a a a spoon that's got strawberry, banana and chili?
[CUSTOMER][NEUTRAL] We have a um smoothie. It's called the recovery ones we can just um we can just add.
[CUSTOMER][NEUTRAL] But I want a small one with a strawberry banana and ch see. Just, yeah, I, I got this off of, off of, uh.
[CUSTOMER][NEUTRAL] I want the smallest one you have, like a kid's one.
[CUSTOMER][NEUTRAL] So like this time
[CUSTOMER][POSITIVE] Yeah, all the there you got it.
[AGENT][POSITIVE] I'm ready for you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm waiting on you. What do you need from me?
[AGENT][NEUTRAL] Oh, you said you were gonna give me the social to pull up to see what type of policy you have?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh uh, no, what you
[CUSTOMER][NEUTRAL] No, I'm talking to this lady right here, so. What you need from me? You going to make.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or if any of these things any good?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], um, I need to verify your mailing address and email address for security.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] What? [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] How much are these?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] How much is
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. You have a dental policy with us?
[CUSTOMER][NEUTRAL] Just let me get that.
[CUSTOMER][NEUTRAL] OK, now how much is it a month?
[AGENT][NEUTRAL] You got this through your employer, you have to contact benefits in a card to get that information.
[CUSTOMER][NEUTRAL] OK, what's that phone number?
[AGENT][NEUTRAL] OK, let me get that. One moment.
[AGENT][NEUTRAL] OK, the #2 benefits in the card is.
[AGENT][NEUTRAL] 1800497.
[CUSTOMER][NEUTRAL] What they
[AGENT][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] Wait a minute, 1-800 what?
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 4856. Would you like me to transfer you?
[CUSTOMER][NEUTRAL] You want to transfer me? Go ahead.
[AGENT][NEUTRAL] OK, is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, thank you for calling APL. One moment while I transfer you. Have a good day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press 1.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling apart. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am. I don't have my ID number or anything, but I can give you my social to pull me up.
[CUSTOMER][NEUTRAL] I'm trying to check on my dental coverage.
[CUSTOMER][NEUTRAL] OK, what staffing company do you work with?