AccountId: 011433970860
ContactId: cf9ebaba-25d7-4fc3-a7a7-e2b0a5ce3298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426130 ms
Total Talk Time (AGENT): 183462 ms
Total Talk Time (CUSTOMER): 128566 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cf9ebaba-25d7-4fc3-a7a7-e2b0a5ce3298_20250305T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling. Um, I just got off the phone with someone, maybe not even 15 minutes ago.
[CUSTOMER][NEGATIVE] Um, I have a knee injury and I'm trying to make an appointment, but online it's saying no user is found with my information and when I called the clinic, they said that they can't find my insurance policy.
[AGENT][NEUTRAL] OK, I can help you with your online service center and getting you your policy information. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] [PII], the policy number is 2555826.
[AGENT][NEUTRAL] OK, let me look you up, Miss [PII].
[AGENT][NEUTRAL] OK. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then also can you verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. The phone number is [PII].
[CUSTOMER][NEUTRAL] Email address [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to need to update some information because we have it.
[AGENT][NEUTRAL] A different address for you we have a different email address for you um.
[CUSTOMER][NEUTRAL] I, I just spoke with someone. No, I just spoke with someone and she just said, uh, the only email address I have is [PII]. I don't have any other email address.
[AGENT][NEUTRAL] Do you have an
[AGENT][NEUTRAL] OK. It looks like we have maybe an old one for you, uh, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So we need to update that.
[CUSTOMER][NEUTRAL] Yes, that is old.
[AGENT][NEUTRAL] Yes, what would you like for it to be updated to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me get that taken care of.
[AGENT][NEUTRAL] OK, Ms. [PII]. And then the address that I have for you is also different. What, um, we have an old address maybe?
[AGENT][NEUTRAL] Do you remember your old address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], you can keep the address the same.
[AGENT][NEUTRAL] OK, alright, and that's also um the reason why you weren't able to get into the online service center was because the information that we have is probably not matching what you're putting in so we have to make sure that everything matches.
[AGENT][NEGATIVE] Otherwise, you won't be able to get in there.
[AGENT][NEUTRAL] So leaving your address at the [PII].
[AGENT][NEUTRAL] And your phone number is [PII] and then updating your email address to [PII]. Can you try to go ahead and get into the online service center now?
[CUSTOMER][NEUTRAL] I'm trying now.
[AGENT][POSITIVE] Yes ma'am, get all the way out and then go back in.
[CUSTOMER][NEUTRAL] OK, it let me create, um, it let me create the thing now I'm on the user.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEGATIVE] OK, and with the insurance when I'm calling them, they're asking me if y'all always Cigna or United Healthcare. I don't know anything about that. I don't even have an insurance card. The only thing that you guys sent me was a vision card.
[AGENT][NEUTRAL] OK, so the Vision card would not come from our company just because we don't um do the vision insurance.
[AGENT][NEGATIVE] But um you have a hospital indemnity plan with us. You don't have United Healthcare with us.
[CUSTOMER][NEGATIVE] No, they are asking me. I'm trying to make, I'm trying to set an appointment for my knee. They are asking me, who are you guys under like Cigna or United Healthcare because they can't find your insurance company in your system.
[AGENT][NEUTRAL] We're American public.
[AGENT][NEUTRAL] Let me give you the payer ID number that might help them too.
[AGENT][NEUTRAL] Are you ready for that?
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK. It's 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And if they want to call and verify your benefits they can call the same number that you called and we can verify your benefits over the telephone with them.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEGATIVE] I tried to get them to call you guys and verify it and I got a whole run around. I didn't get to the point where I'm frustrated and irritated.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Understand.
[AGENT][NEUTRAL] Well, maybe if you just tell them that we're American Public Life and you give them that payer ID number, they should be able to pull us up and see our company.
[AGENT][NEUTRAL] And again if they will.
[AGENT][NEUTRAL] Help you by calling us, we can verify the benefits over the phone.
[CUSTOMER][POSITIVE] OK, thank you so much. I'm about to try to get them a call before they close.
[AGENT][POSITIVE] You're, yes, ma'am. Yes, Ms. [PII], and I hope everything goes well for you when you call them back and that they're willing to help you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome you have a blessed day thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Alright thank you.