AccountId: 011433970860
ContactId: 86e53192-61c1-4d0c-ab7b-aa47eb0bb924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333890 ms
Total Talk Time (AGENT): 136065 ms
Total Talk Time (CUSTOMER): 127167 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/86e53192-61c1-4d0c-ab7b-aa47eb0bb924_20250430T14:59_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'm calling because I'm, um, I have my company that I own, we, we have APL for employees and of course I have a policy on me as well, um, but I, I don't have my card on me and I'm at an ER and I'm trying to find out what my.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, what's the, uh, they're asking for my secondary insurance essentially, so I'm trying to get the, the name ID and the group ID cause I don't have my card on me.
[AGENT][POSITIVE] Absolutely, I can help you with your um insurance information and give you your policy number. Can I please get your name?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII], [PII], and my last name is [PII], that's [PII]
[AGENT][NEUTRAL] OK, and [PII], may I get your so.
[AGENT][NEUTRAL] Social security number, so that will pull in the policy for me.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you sir and then one last question, can I please get your callback number just in case the call gets dropped I can call you right back.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you so much [PII], and let me go ahead and find your policy real quick so we can get you that information, get you some help.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I think I have you pulled up right here. OK, will you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you sir and then I'll also need for you for security reasons to verify your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Um, the address is [PII], or it might be under my, my house is getting renovated, which is [PII]. I don't know which one you guys have on file because I'm renovating one and living out the other right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have the country club.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have the country club address, OK, and then one last email please.
[CUSTOMER][NEUTRAL] OK, and then my
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yeah, the email is um the one you guys have on file. I don't know if it's either [PII] or [PII].
[AGENT][NEUTRAL] I've got the [PII]. OK.
[AGENT][NEUTRAL] Are you able to write down the information that I'm getting ready to give to you so you have it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah let me just open up app here.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Alright, so your policy number.
[AGENT][NEUTRAL] is 214.
[CUSTOMER][NEUTRAL] What? OK.
[AGENT][NEUTRAL] 9502.
[CUSTOMER][NEUTRAL] I'm sorry, so it was 2149 what?
[AGENT][NEUTRAL] 502.
[CUSTOMER][NEUTRAL] OK, so 214-95002.
[AGENT][NEUTRAL] Yes, sir. Your group number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is 24519.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 24519
[AGENT][POSITIVE] Yes sir and then let me give you the effective date because I'll probably ask for that also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they'll probably ask for the payer ID number and let me give you that also.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and then, um, do I put it when I'm writing down the insurance name I put APL or do I put?
[CUSTOMER][NEUTRAL] That American Public Life or what's the, what's the acronym for?
[AGENT][NEUTRAL] The acronym is APL. Yes, sir.
[CUSTOMER][NEUTRAL] OK, so I don't need to, I don't need to write out the full name or the the insurance, do you think, or do I just put just APL, do you know?
[AGENT][NEUTRAL] Uh, they may ask for the full name.
[AGENT][NEUTRAL] But if not, then the APL should work just fine.
[CUSTOMER][NEUTRAL] Right, that, that's not
[CUSTOMER][NEUTRAL] OK, and what, what is the full name? That's what I was trying to ask. I'm not sure what the full name is. I always just say [PII].
[AGENT][NEUTRAL] It's American Public Life.
[CUSTOMER][NEUTRAL] OK, so I did have it right. OK, I wasn't sure if that was the right thing, OK.
[AGENT][NEUTRAL] Yes, you did.
[AGENT][NEUTRAL] Yes, she did.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it. OK, so I think I'm good then.
[AGENT][POSITIVE] Oh it's no problem it's no problem at all is there anything else um [PII] I can help you with before we go any other questions you may have?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK. Well, I
[CUSTOMER][POSITIVE] That's all I have. Thank you very much.
[AGENT][POSITIVE] I hope your appointment goes well for you, sir, and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you very much. Alright, bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Right.