AccountId: 011433970860
ContactId: 9826e2f7-9abe-45bd-8e4d-eb96bcb6449b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389549 ms
Total Talk Time (AGENT): 34599 ms
Total Talk Time (CUSTOMER): 102356 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9826e2f7-9abe-45bd-8e4d-eb96bcb6449b_20250428T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and um I work for Bossier Parish School Board in [PII], and I am currently paying, well I have been paying since I started working for um a policy and it shows up on my statement as a parent American public cancer.
[AGENT][NEUTRAL] OK, um, do you have a policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I do not
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, any, are you want to check on the account? Is that what?
[CUSTOMER][NEUTRAL] Yeah, I had a couple of questions and yeah I did want to check on it um because I got it when I first started teaching and that was 34 years ago.
[AGENT][NEUTRAL] OK, let me, uh, let me see. What is your last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, I'm getting that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEGATIVE] Can I look that up by your social security number? My name search function isn't working.
[CUSTOMER][NEUTRAL] OK, uh, yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I place you on a brief hold.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, I seem to be having computer issues, so I'm gonna transfer you back into our queue. I'm so sorry about that. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may dial it now. If you are a medical or dental provider, press 1. For verification of benefits, questions about your claim or medical bill, or if you need assistance filing a claim, press 2. For questions about group.
[CUSTOMER][NEUTRAL] The information provided during this call is only a description of benefits and not a guarantee of payment or eligibility. Benefits are based on eligibility, the date services are rendered, and all plan provisions. Please hold for the next available representative. For dental, press 1. For Medlink or gap, press 2. For hospital indemnity or accident, press 3. For cancer, disability, intensive care, heart attack, stroke, or life, press.
[CUSTOMER][NEUTRAL] All of our representatives are currently assisting other customers. Please hold for the next available representative.