AccountId: 011433970860
ContactId: cfd47f09-3e5b-4466-bb9d-2e3fd86323c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223050 ms
Total Talk Time (AGENT): 97193 ms
Total Talk Time (CUSTOMER): 95737 ms
Interruptions: 5
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/cfd47f09-3e5b-4466-bb9d-2e3fd86323c7_20250509T14:00_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], this is [PII] with Washington University. I have a claim that I need status on, please.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am. I was trying to register on the online and I keep on getting an error message as well so I need to try to figure out what's going on please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, I can try and help you with that, [PII], and what is the callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] Uh, it looks like.
[CUSTOMER][NEUTRAL] It is 5 consecutive zeros, then 852-4604.
[AGENT][NEUTRAL] Did you say 852-460-4?
[CUSTOMER][NEUTRAL] 852-460-4.
[AGENT][NEUTRAL] 852-460-4. Now that's not an APL policy number, [PII].
[CUSTOMER][NEUTRAL] OK, let
[AGENT][NEUTRAL] That's not an American public life insurance policy number.
[AGENT][NEUTRAL] I'm not, I wouldn't.
[CUSTOMER][NEUTRAL] That's what they have listed and of course they don't have the web.
[CUSTOMER][NEUTRAL] Huh, OK.
[AGENT][NEUTRAL] Do you happen to have the members and, and you're sure that, OK, a copy of the card? Yeah, that would be great to verify that this it's for American Public Life.
[CUSTOMER][NEUTRAL] We don't have a card.
[CUSTOMER][NEUTRAL] No, we don't have that. OK, I will contact.
[AGENT][NEUTRAL] You have the primary insured's full social, and I could try and search.
[AGENT][NEUTRAL] The system with that?
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Second, sorry, I have to go through different screens to get to that. Uh, let's see, it is [PII].
[AGENT][NEUTRAL] No, you're fine. No, ma'am, I totally understand. Mhm.
[AGENT][NEUTRAL] OK, so let me see if I can locate a member by that information.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I do not have a member, a primary subscriber in our system with that social.
[CUSTOMER][NEUTRAL] OK, and that could be why I keep on getting an error message on the website when I try to register.
[AGENT][NEUTRAL] Uh, very possibly, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, I bet it.
[CUSTOMER][NEUTRAL] I bet it's a different insurance because I know some of these and they abbreviate, they got them different. All right. Um.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you. I appreciate you looking that up for me and verifying that you have a good day.
[AGENT][POSITIVE] Well, absolutely.
[AGENT][POSITIVE] Yes, ma'am. [PII], is there you too, and is there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am. That's all. Thank you.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] And you as well. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.