AccountId: 011433970860
ContactId: ca28edda-fe43-448e-a783-0b21ae8ac1ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199119 ms
Total Talk Time (AGENT): 82731 ms
Total Talk Time (CUSTOMER): 53007 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/ca28edda-fe43-448e-a783-0b21ae8ac1ff_20250212T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was looking to see um
[CUSTOMER][NEUTRAL] If my insurance was working, I don't know if I called the right number or not.
[AGENT][NEUTRAL] Um, you want to see that if your, uh, policy is still active?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can check that for you. um, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. 205.
[CUSTOMER][NEUTRAL] 760
[CUSTOMER][NEUTRAL] 8660
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy isn't on the card.
[AGENT][NEUTRAL] It should be on the card it would say um member ID or um in hospital or outpatient certification number or something like that.
[CUSTOMER][NEUTRAL] Yeah, I got the ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] DB 46.
[CUSTOMER][NEUTRAL] 0020
[CUSTOMER][NEUTRAL] 48
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers if that begins with a D, uh, that's going to be through they're called 90 degrees, um, if you, I can start using your social to see if you have any policies with us.
[CUSTOMER][POSITIVE] Yeah. Yeah, we can do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to bring's phone number.
[AGENT][NEUTRAL] Do you want me to give you 90 degrees phone number?
[CUSTOMER][NEUTRAL] I said I thought this was it.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEGATIVE] OK, this card is confusing.
[AGENT][NEUTRAL] It is a part of a multi-plan, so it's possible that you do have policies with us, um, but that policy number that you read out was through 90 degrees.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did did you want me to give you their information?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I could give you that phone number and then I can um transfer you as well if you'd like.
[CUSTOMER][NEUTRAL] Yeah, that'd be better.
[AGENT][NEUTRAL] OK, let me know when you're ready for that phone number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and if you were to call that number you would select option 1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK, that is the number I call I press.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I think it's option 2 or 3 that sends you to us uh that's OK. Um, did you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm just gonna put you on a hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90. All agents are.