AccountId: 011433970860
ContactId: ce6e9893-494d-4e8a-9a83-d32deb4b7e4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 760900 ms
Total Talk Time (AGENT): 199986 ms
Total Talk Time (CUSTOMER): 339079 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ce6e9893-494d-4e8a-9a83-d32deb4b7e4a_20250109T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, good morning. This is did I call from my mom's, uh, behalf of my mom. She has an insurance in your company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She got a bill and uh I already talked to the uh quest diagnosis where uh where she got the bill and they say uh if insurance uh and uh
[CUSTOMER][NEUTRAL] Uh, and my mom and uh quest diagnosis, uh, make a, uh, conference call so they can do something.
[AGENT][NEUTRAL] OK. Can I get your mother's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Uh, you mean insurance ID number, right?
[AGENT][NEUTRAL] Um, policy certificate number, anything like that?
[CUSTOMER][NEUTRAL] Yeah, it's a D.
[CUSTOMER][NEUTRAL] 464
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 360.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your mother's name?
[CUSTOMER][NEUTRAL] Uh, [PII]. Last name [PII]
[AGENT][NEUTRAL] OK, hold on just.
[AGENT][NEUTRAL] If I can find it by her name.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And what was her first name again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] U. like Umbrella. K. like Kite.
[CUSTOMER][NEUTRAL] H like Henry W.
[CUSTOMER][POSITIVE] I like Indiana.
[CUSTOMER][NEUTRAL] N. like Nancy. D. like Dog.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not finding anything in the system.
[AGENT][NEUTRAL] With her name, um.
[AGENT][NEUTRAL] Who does she work with?
[CUSTOMER][NEUTRAL] Uh, she worked in a, uh,
[CUSTOMER][NEUTRAL] Polyanner company in [PII].
[AGENT][NEUTRAL] Do you know the name of the group or?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, what kind of you you like, uh.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] The name of her employer.
[CUSTOMER][NEUTRAL] Group, yeah, group name is partner yeah partner personal.
[AGENT][NEUTRAL] The company name.
[CUSTOMER][NEUTRAL] Management.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And group number is right here too it's uh 9464.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I call somewhere and they transfer my call to you.
[AGENT][NEUTRAL] OK, cause I'm
[CUSTOMER][NEUTRAL] In an insurance company.
[AGENT][NEUTRAL] Right. I am not finding anything, um.
[AGENT][NEUTRAL] Do you know what kind of policy this was?
[CUSTOMER][NEUTRAL] Uh, insurance policy you mean?
[CUSTOMER][NEUTRAL] 90 degree benefits.
[CUSTOMER][NEUTRAL] She has
[AGENT][NEUTRAL] And there there's no uh policy cert number or anything like that on the on the card?
[CUSTOMER][NEUTRAL] On the card, give me a second please.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm sorry, can you say again what you need from the card?
[AGENT][NEUTRAL] Uh, policy cert number or?
[AGENT][NEUTRAL] Inpatient outpatient number or anything like that?
[AGENT][NEUTRAL] It usually starts with 02.
[CUSTOMER][NEUTRAL] I have a uh employee ID.
[CUSTOMER][NEUTRAL] Uh, 02 mhm.
[CUSTOMER][NEUTRAL] They say multiplan specific service called uh no.
[CUSTOMER][NEUTRAL] Yeah, this the RX VIN number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] You need any kind number from here?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 812
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] On the other side of the card, is there any, uh, policy certificate number or anything like that?
[CUSTOMER][NEUTRAL] Policy certificate number. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] P A Y E R their ID number I have, like uh 64556.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the card says it's
[CUSTOMER][NEUTRAL] You say start with 02?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, it's a policy, uh.
[CUSTOMER][NEUTRAL] Uh, number, yeah. It's 02507462.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American Public Life uh insurance name, right?
[AGENT][NEUTRAL] OK. I, I, I found that. Um.
[AGENT][NEUTRAL] And is she there where I can get permission to, to speak to you about her policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, she is right here. She gave you the permission to you. You can talk with her first. She don't know English, uh, but she can say yes, no, and other things. She understands. Uh, my phone is now on speaker. You can talk.
[AGENT][NEUTRAL] OK, Ms. [PII]. Good morning, Ms. [PII]. Um, do you, can I speak to your daughter, uh, about your policy or?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And what is her name?
[CUSTOMER][NEUTRAL] [PII] you said daughter name uh you said daughter [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And can I get your name? I'm sorry, I, I.
[AGENT][NEGATIVE] I couldn't catch that.
[CUSTOMER][NEUTRAL] Uh my name is [PII] Last name [PII] like my mom.
[AGENT][NEUTRAL] OK, and how can I help you today with this policy?
[CUSTOMER][NEUTRAL] Oh yeah, um, she, she has a bill from.
[CUSTOMER][NEUTRAL] Quest diagnosis and uh I call uh I call already before the insurance to uh they not uh handle everything, they pay some of the bills, but I have some um I contact to the diagnosis. They say they need to be a conference call like uh you guys call to the uh quest and my mom, behalf of my mom, I'm inside the call too, so.
[CUSTOMER][NEUTRAL] Like that.
[CUSTOMER][NEUTRAL] So they can um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, you guys, uh, sort out her bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you do the, do something for her bills? You check she has uh uh [PII]. She has a service in the quest diagnosis and she has some bills.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I will, I will need to get you with the benefits department, the claims and benefits department uh do you mind if I verify her information before I transfer you to them?
[CUSTOMER][NEUTRAL] Uh, whose information, my mom's information?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, like you, uh, I'm sorry.
[AGENT][NEUTRAL] I, I just need her date of birth, her date of birth.
[CUSTOMER][NEUTRAL] Oh, you need her date of birth? Uh, it's um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And her address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get a good call back number just in case we're disconnected while I transfer you?
[CUSTOMER][NEUTRAL] Yeah, my phone number is [PII].
[AGENT][NEUTRAL] OK, and her email address and then I can transfer you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] K
[CUSTOMER][NEUTRAL] S. like Sam. A. like Apple. H. I. like Indiana. B like Boy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright and hold on just a moment, um.
[CUSTOMER][NEUTRAL] So you, so you transfer, I'm sorry, I'm sorry.
[AGENT][NEUTRAL] Uh, yes, you're calling on a claim, is that correct?
[CUSTOMER][NEUTRAL] Uh, no, I, I think you transfer my call somewhere or, uh, you guys, uh, make a conference right now?
[AGENT][NEUTRAL] OK, um, if you're calling on a claim, I will need to transfer you to our claims department and they can help you with the claim.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. That's all. So, uh, in a claim department, I, uh, I need to tell them all the information. So tell them about the bills.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] OK, and um hold on, thank you for calling APL. You have a great day, Miss [PII] and hold on just a moment and I'll connect you with the claims and I'll give them all your your policy information and everything so they can pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, thank you very much.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh huh thank you and hold just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh boy.
[CUSTOMER][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good. Um, I have an insured.
[AGENT][NEUTRAL] Daughter on the phone.
[AGENT][NEUTRAL] And I've got permission to speak to her cause she does not speak English.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] She's calling with help on uh some client bills.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] 2507462.
[CUSTOMER][NEUTRAL] OK, um, good callback number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's the daughter's name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I'll just call her ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, give me just a second, let me get this pulled up.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And it's for part one.
[AGENT][NEUTRAL] Yes, uh-huh, and I.
[AGENT][NEUTRAL] Um, all she can speak in English is yes and no, and she said yes to speak to her daughter.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did verify all the other information. Uh, she gave me her, her email and I didn't change it because it was the daughter's email.
[CUSTOMER][NEUTRAL] OK, that's fine you can put them through.
[AGENT][POSITIVE] All right, thank you, and here she is.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes, hello. Hey