AccountId: 011433970860
ContactId: ce5edb80-6bff-4a86-9f37-bbc7aa72b228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 543400 ms
Total Talk Time (AGENT): 191264 ms
Total Talk Time (CUSTOMER): 134215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ce5edb80-6bff-4a86-9f37-bbc7aa72b228_20250325T19:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the product's office. Could you please provide me the dividend benefits for the number?
[AGENT][NEUTRAL] Alright, [PII], since you're inquiring about benefits, we can definitely help you with that, but before we proceed, is it possible to get a call back number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. I'm audible to you?
[AGENT][NEUTRAL] I didn't catch that. What did you say?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Thank you for that, [PII]. And do you happen to have the policy number of whom you're inquiring about?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you provide the policy number?
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] And the policy number is 20.
[CUSTOMER][NEUTRAL] 446
[CUSTOMER][NEUTRAL] 8025
[AGENT][NEUTRAL] You said 204-468-025?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's too many digits. Hang on. Is that their social?
[CUSTOMER][NEUTRAL] One moment please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the policy ID is 20446.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] What's the name of the insured or do you have their social because that number is not pulling up anything.
[CUSTOMER][NEUTRAL] Yeah, I could see the insurance name is multiplan.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] No, the, the patient, I'm sorry, the patient's name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The patient's name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I spell it?
[AGENT][NEUTRAL] Uh-huh, go ahead.
[CUSTOMER][NEUTRAL] The first name it is [PII]
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][POSITIVE] Thank you for that, bear with me.
[AGENT][NEUTRAL] And the car that she presented to you, does it have American Public Life on it?
[CUSTOMER][NEUTRAL] You stay up for the insurance card?
[AGENT][NEUTRAL] Yeah, does the insurance card have American Public Life or APL listed?
[CUSTOMER][NEUTRAL] No, I didn't say.
[CUSTOMER][NEGATIVE] I'm unable to check the insurance card. There is no available on the.
[AGENT][NEUTRAL] Do you have her so do you have her social by chance because she's not pulling up by name either.
[CUSTOMER][NEUTRAL] So what the information required?
[AGENT][NEUTRAL] Her social, do you have her social cause her name's not coming up.
[CUSTOMER][NEUTRAL] Social security number did you
[AGENT][NEUTRAL] Yes, sir. Do you have that?
[CUSTOMER][NEUTRAL] Yeah, yeah, the last four digit I have.
[AGENT][NEUTRAL] I need all of it or it won't look up. We have to have the whole thing. Do you not have the whole thing?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] We do have an affiliation with multi-plan, but that policy number you gave me has got too many digits. Our policy numbers are 7 to 8 digits, and you said that was 2044?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] What was the rest of it?
[CUSTOMER][NEUTRAL] It is 68
[AGENT][NEUTRAL] 02
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yeah, that's too many digits. That's not one of our policies, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm gonna do the name search one more time, but we don't, doesn't look like we have a [PII] in the system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hope
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] She's not coming up in our system, so either they didn't provide you with the right policy number or she's not affiliated with our company, but she's not coming up in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the insurance is like multi-plan.
[AGENT][NEUTRAL] No, the insurance is American Public Life. It would be American Public Life Multi-plan. We use them as a third party provider network, but they're not in the actual insurance company.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So unless we can get some more information to verify that she's in the system, we won't be able to verify benefits today without locating her policy.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, what are the information required for you?
[AGENT][NEUTRAL] Well, we just went over the social. You don't have the full social, so I can't, if you don't have the full social, there's no way to look her up. Um, I've already done the name search and I've already did that policy number, and again, that policy number you're providing is too long, so that's not our policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] She may be with a different company.
[CUSTOMER][NEUTRAL] Go on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] One moment, let me check on my end.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Yeah, can you please check on the social security number?
[AGENT][NEUTRAL] You have the whole ones, the whole all of it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. Yeah, it is.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] She's not coming up in our system. She's not an insured of our of ours.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] One moment. Uh, can you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, day and night.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the call reference number.
[AGENT][NEUTRAL] It's gonna be 03 2525 JB.
[CUSTOMER][NEUTRAL] So, can I know the insurance name?
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Have a great day.
[AGENT][POSITIVE] You have a good day, [PII]. Thanks for calling APO.
[CUSTOMER][NEUTRAL] OK.