AccountId: 011433970860
ContactId: abe1bf5b-0128-4693-a465-552ca213dc68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202199 ms
Total Talk Time (AGENT): 78561 ms
Total Talk Time (CUSTOMER): 89454 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/abe1bf5b-0128-4693-a465-552ca213dc68_20250320T22:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I work with Primary Children's Hospital. I'm calling about uh
[AGENT][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Where I speaking to you.
[AGENT][POSITIVE] Yes sir, you were you got me again.
[CUSTOMER][NEUTRAL] OK. All right, good coincidence. But um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] That they know that we know they know how to hire good employees at APL um can I give you a.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] Can I give you the policy number? I, I found it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's 02511256.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it should be for [PII].
[AGENT][NEUTRAL] Yes, I do see her and you wanted um eligibility, was that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that this policy is active. [PII] is on it, and the effective date of the policy is [PII]. I'm sorry, that's her birthday, never mind. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and then so for the carrier, it is American Public Life.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right, that it, OK, so, um, I think this will be a miscellaneous so I haven't.
[CUSTOMER][NEUTRAL] We don't have them in our system so I'll just say miscellaneous commercial.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um I'm just gonna have to get some information from you just.
[AGENT][NEUTRAL] Now if you want
[CUSTOMER][NEUTRAL] Uh, just hang on let me.
[AGENT][NEUTRAL] If you want the complete benefit breakdown along with the fee schedule I can fax that to you.
[CUSTOMER][NEUTRAL] Um, no, that's OK. I just need to know the address of where we should send the um.
[CUSTOMER][NEUTRAL] Payment request.
[AGENT][NEUTRAL] OK, the claims, um.
[CUSTOMER][NEUTRAL] The bills too, yeah. Mhm.
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK. Perfect.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And is there, uh, should I list your phone number for the one associated with the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] With APL.
[AGENT][NEUTRAL] Uh, it's always gonna be the same number that you called.
[AGENT][POSITIVE] It's, there's, we're, we're on a queue and we rotate out. So any girl that or anybody that you get actually should be able to help you.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Always. OK? All right.
[CUSTOMER][POSITIVE] OK perfect sounds good.
[CUSTOMER][POSITIVE] All right, appreciate it. Thanks, [PII]. Have a good rest of your day.
[AGENT][POSITIVE] It's no problem at all, [PII]. You have a great day too, and thanks for calling APL, sir.
[CUSTOMER][POSITIVE] Yep take care bye bye.