AccountId: 011433970860
ContactId: b0b45177-9e67-4eaa-88b8-54bac3e67517
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103819 ms
Total Talk Time (AGENT): 43611 ms
Total Talk Time (CUSTOMER): 61300 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b0b45177-9e67-4eaa-88b8-54bac3e67517_20250224T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm not sure if I'm calling the right um benefits office, but I'm trying to verify whether or not um a member has any active coverage and whether or not they have any behavioral health uh benefits that will apply to um their plan.
[AGENT][NEUTRAL] Sure, I can take a look at that policy and see if that is uh active and you said behavioral health benefits?
[CUSTOMER][NEUTRAL] Yeah, yeah, like substance abuse and mental health coverages.
[AGENT][NEUTRAL] OK, I could take a look at that. um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] No worries [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it's a direct line or extension area code [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um it starts with letters, so it's A as in Alpha, F as in Frank, L as in Lima, M as in Mike F as in Frank, E as in Echo, A as in Alpha, 683972-605.
[AGENT][NEUTRAL] OK, that is not going to be one of our policy numbers, [PII]. um, they're just numbers except maybe some letters at the end and it's much shorter than that. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I don't have their social. I just have a copy of the front of the insurance card, um, and it says like American Financial Security Life Insurance Company, so that's why I wasn't sure if that's what you guys were I'm just calling the wrong department.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] No, this is American, this is American public life.
[CUSTOMER][POSITIVE] OK, so different number. OK, perfect, thank you.
[AGENT][POSITIVE] Different number, yes, ma'am. All right, no worries. Thank you. Have a great rest of your day. Bye bye.
[CUSTOMER][NEUTRAL] bye bye you too.