AccountId: 011433970860
ContactId: be5deb37-7dfa-4410-bd08-57b1f261e86c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356880 ms
Total Talk Time (AGENT): 137022 ms
Total Talk Time (CUSTOMER): 144813 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/be5deb37-7dfa-4410-bd08-57b1f261e86c_20250521T18:21_UTC.wav
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[CUSTOMER][NEUTRAL] The, I know you know though that's not ma'am, I'm trying to think about life insurance, uh, benefits for a deceased person.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] You wanna take your time with something like um.
[AGENT][NEUTRAL] You're trying to get the benefits on your life insurance. Is that what you had said?
[CUSTOMER][NEUTRAL] No, ma'am, I'm, I have a deceased relative who, uh, had, he, I think he had a policy, insurance policy too, yeah, and I'm just trying to verify that information that he did or he doesn't.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. I apologize for that. Do you have by chance a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am, I don't. All I have is his medical card with his uh with his ID number and all of this on there, so I don't have a policy number. That's what I'm trying to find out if he had a policy.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] OK. Is the medical card an APL card or no?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Does it say APL?
[CUSTOMER][NEUTRAL] This guy.
[CUSTOMER][NEUTRAL] I don't see ATO. It it's a member of surge.
[AGENT][NEUTRAL] Alright, let's do a search by name then. What's the last name?
[CUSTOMER][NEUTRAL] What's the last name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me try my name and see what I can find here.
[AGENT][NEUTRAL] And then what state did [PII] reside in?
[CUSTOMER][NEUTRAL] What, uh, [PII].
[AGENT][NEUTRAL] Miss
[AGENT][NEUTRAL] Nothing's coming up by name that matches uh any of that information. The only other way that I could do a search would be by social security number if you wanted me to try that.
[CUSTOMER][NEUTRAL] OK, I'll give you that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Whenever you're ready.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that. Bear with me just one moment please.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Yeah, not a problem.
[AGENT][NEUTRAL] Yeah, that doesn't bring up any sort of matching information, so I don't see any sort of old policy or policy with us under that name or social.
[CUSTOMER][NEUTRAL] OK, so this, I don't know what this a 90 degree benefit just have um member of surge, uh, medical benefits in a car, so I don't know if that's affiliated with y'all.
[AGENT][NEUTRAL] Benefits on a card is usually um
[AGENT][NEUTRAL] They do process like claims and stuff for some of our third parties like we do have like staffing agencies uh that use our products for their employees and usually they'll run any sort of claims through uh 90 degree benefits um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't, like I said, um, I feel like if, if there was some sort of life insurance or even medical that was still, um, that was terminated um with old.
[CUSTOMER][NEUTRAL] Yeah, it's, it's showing that he has medical. It's showing this as being a medical and they got uh a monthly plan and benefits in the card is as his medical.
[AGENT][NEUTRAL] Do you see on there any sort of certificate number?
[CUSTOMER][NEUTRAL] Oh, with that, I mean, surge, with the number surge, that's the group number and employee ID number.
[AGENT][NEUTRAL] What's the group number for surge?
[CUSTOMER][NEUTRAL] And medical coverage.
[CUSTOMER][NEUTRAL] Group number 9476.
[AGENT][NEUTRAL] I don't know. Let me see if that's even a group with us. I may be able to find you.
[AGENT][NEUTRAL] A number for benefits on a card or surge.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It's a number on here for benefits on a car, so that's probably who I need to try to reach out to.
[AGENT][NEUTRAL] I would try them, that is it [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] Yeah, so that is the number for benefits and a card, um.
[CUSTOMER][NEUTRAL] We're
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK then, uh, what I mean what they.
[AGENT][NEUTRAL] So I would try them to see if they are able to locate anything else maybe perhaps because I don't see anything on our side.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK OK, thank you. No, ma'am, thank you, son.
[AGENT][NEUTRAL] Is there anything else I can help with?
[AGENT][NEUTRAL] Uh, bye-bye.