AccountId: 011433970860
ContactId: 927773af-b441-475d-a7fe-69752154ea6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363359 ms
Total Talk Time (AGENT): 206351 ms
Total Talk Time (CUSTOMER): 167911 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/927773af-b441-475d-a7fe-69752154ea6e_20250113T21:14_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] I'm well. I'm just trying to obtain some health insurance for my daughter. Uh, she's in college.
[CUSTOMER][NEUTRAL] After off of uh his hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I can hear you again. I couldn't hear you for a moment. I heard that you, you said you were trying to find out about getting insurance for a dependent child or?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For my, for my, yeah, for my, for my daughter, yes. Her dad dropped her, so she's in college and I'm trying to get her some, some health insurance.
[AGENT][NEUTRAL] OK, so first off, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. I, I have health insurance with you guys already.
[AGENT][NEUTRAL] OK, so Ms. [PII], tell me your first name again. I'm so sorry, I didn't understand you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. And then what is your callback number in case we do get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So again, you're trying to find out about adding your daughter to your insurance. Is that correct?
[CUSTOMER][NEUTRAL] I mean if I can, if I can.
[AGENT][NEUTRAL] OK, so what I'll do is I, in order to be able to direct you better as to who you would need to speak to Ms. [PII], about that, I will need to pull your policy information up first to verify some things with you for security. So first off, uh, what is your policy number with APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, let me, let me get it out of here.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Is that the member ID?
[AGENT][NEUTRAL] It does, well, it just depends on the type of coverage you have with us. It does not start with the letter.
[AGENT][NEUTRAL] If that's helpful.
[CUSTOMER][NEUTRAL] Oh well that ain't it. So, uh.
[CUSTOMER][NEUTRAL] I don't know, it ain't nothing else on the card though.
[AGENT][NEUTRAL] OK, what is your full social security number, Ms. [PII]? I can try and look up your information that way.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so you said [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, now, with APL Miss [PII], I'm not pulling anything up with our company. Now that number on.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Maybe it's not with your company then. Yeah, maybe it's not with your company, but.
[AGENT][NEUTRAL] OK, did you call a [PII] number or did you call?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, yeah, I did. I did. That's the number that they gave me. They have been transferring me and transferring me and transferring me. And this is the number they gave me [PII]. So what is this?
[AGENT][NEUTRAL] Do you know who gave you that not? Yes, ma'am. Well, that's, I'm trying to I will try to explain, but do you know who gave you our number to call since you said you've spoken to several different people?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I actually called the card. I actually called the number on the, the health insurance card that I have and.
[AGENT][NEUTRAL] Uh-huh. Is that an [PII] number?
[CUSTOMER][NEUTRAL] They were
[CUSTOMER][NEUTRAL] Let me look at it cause I'm um.
[AGENT][NEUTRAL] So I'm, I'm gonna try to see if I can direct you as to who you would actually.
[CUSTOMER][NEUTRAL] The number I called was uh.
[CUSTOMER][NEUTRAL] [PII]. It was an 8. I got all these numbers on. It was an [PII] and then they gave me the number [PII], so, you know, so I've been just getting a lot of, yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, I don't know.
[AGENT][NEUTRAL] Oh, goodness. OK. I don't, and then what number is on your actual ID card that you have?
[CUSTOMER][NEUTRAL] Hold on, it's 2 numbers on on here. This number on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] The number on here is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, I don't know what that number is either.
[CUSTOMER][NEUTRAL] And then it's uh and then it's a 792.
[AGENT][NEUTRAL] Um, don't.
[CUSTOMER][NEUTRAL] [PII] 6985.
[AGENT][NEUTRAL] No, ma'am. I don't know what any of those numbers are. Who, does it have an insurance company name on your ID card that you're looking?
[CUSTOMER][POSITIVE] Yeah, wow.
[CUSTOMER][NEUTRAL] Access it's First Health, First Health Ais.
[AGENT][NEUTRAL] I'm not even familiar with that company, to be honest with you, Ms [PII]. Who did you work for? That's, that's why I was trying to find out, you know, I'm trying to direct you.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not through my job. It's not, yeah, it's not through my job. I work uh on Scott Air Force Base here in [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK. So our, our benefits, Ms. [PII], are on a group level only.
[AGENT][NEUTRAL] Um, so your employer would have to, you know, have coverage with us and it'd be a benefit option in order for you to get our, any, any of our coverages that we have. It's all group level.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So is y'all are y'all employer nationwide or?
[AGENT][NEUTRAL] No, ma'am. I'm with what the company name is American Public Life, APL American Public Life. So I think that somebody may have just
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] You know, mistakenly giving you our number because I'm not familiar with any of those phone numbers that you um that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't really know how to direct you. Yes, ma'am. I'm, I'm sorry about that.
[CUSTOMER][POSITIVE] It's OK, thank you though.
[CUSTOMER][POSITIVE] It's OK. I'll try to figure it out. Thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much. All right.
[AGENT][POSITIVE] OK. Absolutely. It was my pleasure. Have a nice evening and thank you again for calling. Bye-bye.
[CUSTOMER][POSITIVE] All right, bye. You too. All right.