AccountId: 011433970860
ContactId: af24734e-d94d-49e1-a145-a467c6367ec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193889 ms
Total Talk Time (AGENT): 76401 ms
Total Talk Time (CUSTOMER): 75813 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/af24734e-d94d-49e1-a145-a467c6367ec3_20250414T16:06_UTC.wav
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[CUSTOMER][NEGATIVE] I've been on hold. I can't tell you how long. I'm afraid if I hang up.
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi sorry I was on hold for.
[CUSTOMER][NEUTRAL] Oh yeah, I was told to call you. This is for my insurance. Um, I had sent you paperwork in to see if he's recovering it and I wanna know if you received it and what the status is.
[AGENT][NEUTRAL] OK, is it a claim that you sent the paperwork for, ma'am?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alright, I can help you with your claim. Can I please get your name and your callback number just in case the call gets disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII], OK. I'm at work so I have to talk fast. So [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is, you mean the member's number, is that what you're looking for?
[AGENT][NEUTRAL] Yes, ma'am. You can give me the member ID number or it might say policy certificate number.
[CUSTOMER][NEUTRAL] That's right. That's right. I got it. I heard you. 680-652-407.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On your card, does it say that it's uh through IMA?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Or that you're with, OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] All right, because that's not one of our policy numbers. Do you see an inpatient or an outpatient certificate number?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, this is they gave me. I just called up my end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look it up with your social if you'll give that to me that'll pull your policy in for me.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] Are you with Business Workers of America?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes. Uh-huh.
[AGENT][NEUTRAL] OK, I'm not able to pull you in. Can you spell your first and last name for me?
[CUSTOMER][NEUTRAL] So this isn't
[CUSTOMER][NEUTRAL] So, oh my gosh, this is in THCS Insurance Americare.
[AGENT][NEUTRAL] No, ma'am, this is APL. No, this is APL, American Public Life.
[CUSTOMER][NEGATIVE] That's the wrong thing. All right, thank you. Forget it. Yeah, it's not.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] This is not no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, never mind, thank you.
[AGENT][POSITIVE] All right. You're very welcome. You have a wonderful day and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.