AccountId: 011433970860
ContactId: a876c973-e961-47c3-9b43-88466a0ca738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182539 ms
Total Talk Time (AGENT): 75876 ms
Total Talk Time (CUSTOMER): 74500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a876c973-e961-47c3-9b43-88466a0ca738_20250609T18:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I just got some insurance cards from you guys. I'm trying to figure out what they are for and what company they are with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well, I can help you with both the company and what the coverage is for. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And on the card, does it say in hospital or outpatient policy er number anywhere?
[CUSTOMER][NEUTRAL] It says group Hospital internment. It's a group 27093.
[AGENT][NEUTRAL] OK, you see anywhere that says policy er number?
[CUSTOMER][NEUTRAL] 0202636780
[AGENT][NEUTRAL] OK, hold on one moment. That right there is your policy number. I'm just waiting for it to come up.
[AGENT][NEUTRAL] All right, now I have you here. And [PII], can you verify your date of birth, the mailing address, the cards were sent to, and your email address on file?
[CUSTOMER][NEUTRAL] Uh, I don't even know who it is for, what company it's for.
[CUSTOMER][NEUTRAL] Oh, I, like I said, I don't know what this, what this is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, APL is a secondary for this policy. It's a hospital indemnity policy. All of our policies are through the employer. So if you just recently had a job or signed up for benefits, we only work with employers.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Do y'all work for [PII]'s?
[AGENT][NEUTRAL] Not [PII]'s. Hold on one second, I'll tell you who the group is.
[AGENT][NEUTRAL] The Harmony Center.
[CUSTOMER][NEGATIVE] Oh, I used to work for them. I don't work for them no more.
[CUSTOMER][NEGATIVE] I don't know why they sending me this. I don't even work for them no more.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so this
[CUSTOMER][NEGATIVE] I don't work for them no more.
[AGENT][NEUTRAL] I understand. So that's what it's for. Um, would you like to verify so that we can either close the policy or move forward, but this just started [PII].
[CUSTOMER][NEUTRAL] Yeah, but I'm gonna call them to see what this is, what if somebody got something in my name there because I don't work for them. I haven't worked for them since last year.
[CUSTOMER][NEUTRAL] So, I need to get in touch with them to see what's going on.
[AGENT][NEUTRAL] OK, well, I
[CUSTOMER][NEUTRAL] Because I, I, I don't know what this.
[CUSTOMER][NEUTRAL] I don't know what this is, that's what I'm saying. Let me, um, I'm gonna call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because, no, ma'am. All right.
[CUSTOMER][POSITIVE] So they some fucking cool.
[AGENT][NEUTRAL] All right