AccountId: 011433970860
ContactId: cf49ae38-5fc2-4980-bcbf-ae6d5908a0de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121589 ms
Total Talk Time (AGENT): 33181 ms
Total Talk Time (CUSTOMER): 77216 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/cf49ae38-5fc2-4980-bcbf-ae6d5908a0de_20250217T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi there um my name is [PII] and I've never, I'm not even sure that I have the right place, um, I have, I'm sorry.
[CUSTOMER][NEUTRAL] I'm with a hospital in [PII] and I'm trying to find out about eligibility and benefits for the uh referral that may be coming to us um the insurance.
[CUSTOMER][NEUTRAL] The top of the card that they have copied says American Financial Security Life Insurance and I went on to Google and this is the phone number that came up. Do I have the right place?
[AGENT][NEUTRAL] Um, going by the name, it doesn't sound like it, but I can verify it for you. Do you happen to have a policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it has a lot of letters in the front. A F L M F E.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And then 16838.
[CUSTOMER][NEUTRAL] 98219.
[AGENT][NEUTRAL] Yeah, that's not our company. And what was the name of the insurance on the, do you have a copy of the insurance card?
[CUSTOMER][NEUTRAL] Well, on the card it's on the, on the top of it it says American Financial Security Life Insurance. Down below it, Advanced Wellness plus 100, but it says First Health Network.
[AGENT][NEUTRAL] Yeah, that's not our company. We are APL or American Public Life, yes, ma'am. And it doesn't have a phone number on the card?
[CUSTOMER][NEUTRAL] Not yours.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] You know that may be what that blob is. I'm sorry, they, they, uh, faxed it over and it's kind of, uh, um, I'll give it a try or I'll call back to to them to see if they can confirm for me. Uh, thank you though. I appreciate you bearing with me as I went through that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No, you're fine, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right thanks you too bye bye.
[AGENT][NEUTRAL] Bye.