AccountId: 011433970860
ContactId: 9fabe1dd-a81d-4e15-a8f9-8b9a34833249
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408559 ms
Total Talk Time (AGENT): 153441 ms
Total Talk Time (CUSTOMER): 140638 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9fabe1dd-a81d-4e15-a8f9-8b9a34833249_20250407T14:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, Miss, um, why am I calling to?
[AGENT][NEUTRAL] This is APL American Public Life.
[CUSTOMER][NEUTRAL] OK. Um, I recently sent a claim, but I don't know if you're able to help me, um, or if you can like discuss a little bit of my benefits that I have.
[AGENT][NEUTRAL] OK. Uh let me see what I can do for you. Um, may I have um your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII] and a callback number is [PII].
[AGENT][NEUTRAL] Thank you. Um, do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't. Oh, the policy, is it with, with like my insurance card?
[AGENT][NEUTRAL] Um, yeah, sometimes you do receive a card. It should be in the bottom where it says inpatient, outpatient certain number.
[CUSTOMER][NEUTRAL] OK. Uh, if you wanna try this policy, let's see if it's this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's ZGP.
[CUSTOMER][NEUTRAL] 809292363
[AGENT][NEUTRAL] Um, no, it's not gonna be that one. do you have anything, any cards with APL on it? It's gonna be bold letters, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, no, I don't, ma'am.
[AGENT][NEUTRAL] OK. Um, OK. Uh, how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, that was DOL?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find you with the name.
[AGENT][NEUTRAL] And you're, you are the main holder?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Not pulling your name. Um, do you mind providing me the social to see if I can find your like that?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I didn't find, I didn't find your information on our system.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's because my employer sent me an email, uh, saying that if I have further questions about my benefits to call you guys, um.
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] So I'm not really sure who to call that.
[CUSTOMER][NEUTRAL] It's Vanguard Academy District.
[CUSTOMER][NEUTRAL] I work for a school.
[AGENT][NEUTRAL] What is, um, can you spell out the name of the school one more time?
[CUSTOMER][NEUTRAL] Yes, it's V A N G U A R D, Vanguard, and then it's gonna be Academy, A C A D E M Y.
[AGENT][NEUTRAL] And the first letter, is it a V as in Victor or B as in ball?
[CUSTOMER][NEUTRAL] V as in Victor.
[AGENT][NEUTRAL] So it's Vanguard, V A N G U A R D.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can find it through.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Do you know if this is a new group? Um, when are you supposed to be active or?
[CUSTOMER][NEUTRAL] No, honestly, I don't know.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, I'm sorry.
[AGENT][NEUTRAL] I see, it's OK. Um, do you have a policy or are you trying to get a policy?
[CUSTOMER][NEUTRAL] Um, no, it's just that, uh, with that employer, like I'm paying for some benefits, and they said that I just really, I currently have a newborn, so they said that I was qualified to, to get a hospital amenity, but to call you guys to see what benefits are covered.
[CUSTOMER][NEUTRAL] But honestly, I'm not sure. I'm just new to this, um, but if you can't find me then I can give a call and see if they can transfer me somewhere else.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm OK. OK, so I have the group pulled up. Um, do you probably have a different last name or maybe two last names or anything like that, or it's just, um, [PII]?
[CUSTOMER][NEUTRAL] No, it's just a lot of [PII].
[CUSTOMER][NEUTRAL] Yeah, it's just want this.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Any middle name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I'm, I'm not seeing you under, under the group on this.
[CUSTOMER][POSITIVE] OK. OK, it's OK. Let, uh, then let me give them a call and see if they're able to transfer me somewhere else. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and they, they're probably talking about a new product and yeah, and you can ask them to see if they're just trying to offer you a new product or is this something that you already have um set up with them, OK? And if they can give you like a little bit more information, maybe we can find out uh what information we need to give you. Yeah, based on the group, I do have the group pulled up. I don't see your name listed, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Mm. All right. Well, you have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.