AccountId: 011433970860
ContactId: a082f578-7fb7-4b39-9b63-3d2e41dddce0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85239 ms
Total Talk Time (AGENT): 45483 ms
Total Talk Time (CUSTOMER): 19761 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a082f578-7fb7-4b39-9b63-3d2e41dddce0_20250612T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there again I'm still trying to figure this out.
[AGENT][NEUTRAL] Oh, OK. I, I, I didn't know if we got disconnected. I was still talking, OK.
[CUSTOMER][NEGATIVE] Yeah, I couldn't hear anything.
[AGENT][POSITIVE] OK, yeah, I'm sorry about that. um.
[AGENT][NEUTRAL] So it's not through your employer, but you have uh Aetna as your major medical.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And all of this is on your Aetna card, correct?
[CUSTOMER][NEUTRAL] Well, I mean uh the card that I have the basic core plus ID cards is managed care.
[CUSTOMER][NEUTRAL] Medical bill repriser.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would contact Aetna and when you contact them, let them know you have already contacted us and we searched you by your social last name and all and you are not I I can't find you in our system.
[AGENT][NEUTRAL] Um, and I would get, see if, and if they say that they, that you do have a policy through APL, ask for the policy number.
[CUSTOMER][NEUTRAL] And and
[CUSTOMER][NEUTRAL] OK, uh, specifically, what is this office that I'm talking to right now?
[AGENT][NEUTRAL] This is APL American Public Life. Um, I'm just part of the care team.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you so much for calling.