AccountId: 011433970860
ContactId: 9a1561e1-8c8d-4c0d-b68c-81ed575c2e31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235619 ms
Total Talk Time (AGENT): 98878 ms
Total Talk Time (CUSTOMER): 64070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9a1561e1-8c8d-4c0d-b68c-81ed575c2e31_20250122T19:41_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. I work for uh Wagner staffing, and I have the insurance through them and I was calling to see did I.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] See that I have dental. I'm not sure. I know, I know I got a hospital, but I want that I have dental too. I think I did. I'm just trying to make sure.
[AGENT][NEUTRAL] Sure, yeah, I can check to see if you've got a dental policy with us. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. um, and you did say you had medical with us, um, do you have that policy number by chance?
[CUSTOMER][NEUTRAL] Yes, I have my card with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you give me that policy number?
[CUSTOMER][NEUTRAL] Uh, that would be what the employee ID?
[AGENT][NEUTRAL] Um, typically, no, uh, it would say member ID or certificate number something like that.
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] If it's easier I can also just start using your social.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEGATIVE] I don't, I didn't get any results with that. So.
[AGENT][NEUTRAL] What did you say your last name was [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me try searching that way, give me just a moment.
[AGENT][NEUTRAL] What state do you live in, [PII]?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, well, I did not see you in our system. Um, what does it say on your card? Does it say American Public Life?
[CUSTOMER][NEUTRAL] Uh, no, it's, uh, this is, uh, let's see what.
[CUSTOMER][NEUTRAL] Now you said um
[CUSTOMER][NEUTRAL] Multiplayer
[AGENT][NEUTRAL] Multi-plan, OK, so that's probably going to be through 90 degrees, um, if you give me one moment, I will give you their phone number and I can transfer you to them.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'll give you their phone number first just in case there's a disconnect uh let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, that number is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's it. Did you try calling that number and got us?
[CUSTOMER][NEUTRAL] Uh, no, I, I got your number on the back of this card. The, uh, the number you just gave me is in the front, so I called it.
[AGENT][NEUTRAL] OK, yes, um, so the multi plan some of them do have policies with us that's why our number is on there as well I know it's really confusing um but they would be able to shed some light as to what kinds of policies you have.
[CUSTOMER][POSITIVE] OK, ma'am, thank you.
[AGENT][POSITIVE] All right, yeah, thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.