AccountId: 011433970860
ContactId: 7fb3d53c-4e24-4efe-a2d1-f85fdbf5ca8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211830 ms
Total Talk Time (AGENT): 69099 ms
Total Talk Time (CUSTOMER): 93825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/7fb3d53c-4e24-4efe-a2d1-f85fdbf5ca8a_20250317T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes. I, um, have a question for you. I, um, my mom, um, passed away and I was going through her, um, paperwork and I found, um, the certificate schedule, but I'm not sure if I'm calling the right place.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Because the paperwork says, it says American physician. I Google that, um, it says it's American public life.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK. All right. Well, what I can do is I can uh check and see if your mom has a policy with us and if it's still active or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And, and what was your name, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you ma'am. And then Miss [PII], what's your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure. Um, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is your mama's name?
[CUSTOMER][NEUTRAL] OK, it was listed under her um.
[CUSTOMER][NEUTRAL] Her name of [PII]
[CUSTOMER][NEUTRAL] Middle initial A.
[CUSTOMER][NEUTRAL] And then last name [PII]
[AGENT][NEUTRAL] OK, and do you see a certificate number or policy number there?
[CUSTOMER][NEUTRAL] Yeah. I see a group number and a certificate number.
[AGENT][NEUTRAL] OK, what is
[AGENT][NEUTRAL] OK, what is your
[AGENT][NEUTRAL] The certificate number.
[CUSTOMER][NEUTRAL] OK, certificate number says it's 703.
[CUSTOMER][NEUTRAL] 744.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says the policyholders, Ohio State Medical Association.
[AGENT][NEUTRAL] OK, that's not pulling up under her name that num number that you just gave me so let's check by her social security number and that will pull up any policy that she's ever had with us.
[CUSTOMER][NEUTRAL] OK, let me uh find the social security number that I have saved here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, her social security was [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look at that that way real quick.
[AGENT][NEGATIVE] No, I'm not finding her in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, great. Thank you very much for your help.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. I hope you have a wonderful rest of your day and we thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Yeah.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.