AccountId: 011433970860
ContactId: dda39251-09c7-48b8-b6d5-6b5d307bf151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178160 ms
Total Talk Time (AGENT): 49087 ms
Total Talk Time (CUSTOMER): 92640 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/dda39251-09c7-48b8-b6d5-6b5d307bf151_20250612T12:29_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I'm calling because I need to verify when I used to work for TRC and uh at Alcon, um.
[CUSTOMER][NEUTRAL] I started there in [PII] and I um stopped working there uh last year, [PII]. What I need to verify when I had a procedure done at Wellstar, but I cannot remember what year and what date that was.
[AGENT][NEUTRAL] May I have your policy number and I'll pull up your claims.
[CUSTOMER][NEGATIVE] Oh, I don't know that policy number that was last year. I'm, I've been up in there. I don't even work there anymore.
[AGENT][NEUTRAL] May I have your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, is this for medical, dental?
[CUSTOMER][NEUTRAL] Um, medical.
[AGENT][NEUTRAL] OK, cause I'm only finding a dental plan for you.
[AGENT][NEUTRAL] I don't show any medical.
[CUSTOMER][NEUTRAL] Yeah, what
[CUSTOMER][NEUTRAL] Oh it doesn't because I need to find out the date.
[CUSTOMER][NEUTRAL] Not for dental. I need for the medical. OK. Um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Who has the medical?
[AGENT][NEUTRAL] OK. I'm not showing any medical on here.
[CUSTOMER][POSITIVE] Oh really? Wow.
[AGENT][NEUTRAL] I'm, yes, ma'am. I'm only showing dental.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] That's amazing.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] And I hate, I hate, oh.
[CUSTOMER][NEUTRAL] Uh, I had, uh, uh, medical with them also, so it's not showing.
[AGENT][NEUTRAL] No, ma'am. Do you remember what type of plan it was? Was it a hospital indemnity plan?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The that one
[CUSTOMER][NEUTRAL] He said it was 90 degree benefit.
[AGENT][NEUTRAL] So that would have been benefits.
[CUSTOMER][NEUTRAL] Benefi on the card.
[AGENT][NEUTRAL] Benefits in the card. I can transfer you over. Do you have that number?
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] I don't. I quit from there last year, but I don't know. OK, thank you.
[AGENT][NEUTRAL] OK, I'll transfer you over.
[AGENT][NEUTRAL] OK. Well, one moment, I'll get you transferred over to [PII].
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. One moment.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Welcome to Bene