AccountId: 011433970860
ContactId: eb875931-a294-490c-bc2c-6025b57bc572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315299 ms
Total Talk Time (AGENT): 113521 ms
Total Talk Time (CUSTOMER): 115653 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/eb875931-a294-490c-bc2c-6025b57bc572_20250305T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, hi, uh,
[CUSTOMER][NEUTRAL] I need, I need the doctor's office. Um, so,
[CUSTOMER][NEUTRAL] I have the health insurance. Uh, I, I wanted to see and make appointment doctors. So I still, I didn't find out who is my, uh, doctors. So, and where is the location? How I find out? Can you ask me?
[AGENT][NEUTRAL] Yes, ma'am. I can help you um with finding a physician. Uh, can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] His ID?
[AGENT][NEUTRAL] It'll say uh inpatient or outpatient certification number or member ID number.
[CUSTOMER][NEUTRAL] ID number, yeah, IT number. I have ID number is 64556.
[AGENT][NEUTRAL] 645-556.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let me see if that pulls up for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's not pulling up for me. Can you give me your social security number and that'll pull all your policies in for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up that way.
[AGENT][NEUTRAL] OK, I'm not pulling you up in our computer system.
[AGENT][NEUTRAL] Let me make sure I've got your social security number right. Is it [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you're not in our computer system. Are you wanting to call American Public Life?
[CUSTOMER][NEUTRAL] No, uh,
[CUSTOMER][NEUTRAL] I have right now I'm holding my uh health insurance card.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's my ID.
[CUSTOMER][NEUTRAL] Do you need my employee ID or?
[AGENT][NEUTRAL] Um, do you work for?
[CUSTOMER][NEUTRAL] Employee ID.
[AGENT][NEUTRAL] Do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] I worked there, I was the exsca.
[AGENT][NEUTRAL] OK, go ahead and give me your group number.
[CUSTOMER][NEUTRAL] What number right there.
[CUSTOMER][NEUTRAL] What number employee ID maybe.
[CUSTOMER][NEUTRAL] 45,401,560.
[AGENT][NEUTRAL] OK, I'm going to need to uh transfer you on over to IMA. Let me give you the phone number in case the call gets disconnected, you'll have the phone number.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEGATIVE] Not yet OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my, uh, yeah, my group, uh, my group number is 9454.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me, um,
[AGENT][NEUTRAL] Look at your group number real quick.
[CUSTOMER][NEUTRAL] Group number is 9454.
[AGENT][POSITIVE] OK, thank you so much. All right, do you have a pen and paper handy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'm gonna give you a phone number. It is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and you would choose option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I transfer you on over. You have a good day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] All right. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.