AccountId: 011433970860
ContactId: f06b96da-52b1-49a1-8140-335c17f93582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417899 ms
Total Talk Time (AGENT): 113969 ms
Total Talk Time (CUSTOMER): 121229 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f06b96da-52b1-49a1-8140-335c17f93582_20250203T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello sir, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] And um I'm OK. My name is [PII].
[CUSTOMER][NEUTRAL] And I have this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Insurance called Group Hospital indemnity plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I know. That's all I know. That's how it was that's how it was listed when they take it out of my check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm not saying it to you guys. I'm just trying to find the right group because I was admitted into the hospital. I got out the day before yesterday.
[CUSTOMER][NEGATIVE] And I'm trying to make a claim, but I'm not really getting anywhere.
[AGENT][NEUTRAL] OK, yeah, absolutely. I can help you with that. So, um, you can file claims on our website. Have you ever logged into our site before?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, but what I'm saying is I, I don't know if you guys are the right ones.
[AGENT][NEUTRAL] Oh, you don't, OK, I got it. Do you have a policy number I can check?
[CUSTOMER][NEUTRAL] And ma'am, you know what, and it may seem like a fraud. I didn't get any of that. I just know that they took it out of my debit card. I mean, I take, they take it out of my bank every month, and I never had to use it, so I never bothered with it, but I tell you, once I get my hands on it this time, I won't lose it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, so I can look up a policy by name or social security number, so whichever you would prefer to provide me.
[CUSTOMER][NEUTRAL] OK, I can give you my social.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much. Let me take a look here, see what we find.
[AGENT][NEUTRAL] And what is your first name again?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. Let me.
[CUSTOMER][NEUTRAL] And my job is Focus Care Midland.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], what is the last name?
[CUSTOMER][NEUTRAL] Uh, what is the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just to confirm, the last name is [PII]?
[CUSTOMER][NEUTRAL] No, [PII], it's [PII]
[AGENT][NEUTRAL] 0, 10. I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] The first name is [PII]
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Nothing came up originally by social, but that doesn't mean that sometimes we don't always take the social, so I'm gonna try by your name.
[CUSTOMER][NEGATIVE] Nothing came up
[AGENT][NEUTRAL] All right. I apologize, [PII]. I haven't been able to find anything yet. Who did you say the employer was again?
[CUSTOMER][NEUTRAL] Focus Care Midland at [PII].
[AGENT][NEUTRAL] Focus Care Midland. OK, let me see.
[AGENT][NEUTRAL] I can find them.
[AGENT][NEUTRAL] Yeah I'm not even able to locate that employer with us. Do you have like an HR person you can reach out to to see who.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yeah, I'm gonna have to call her back because she said if I got the name she could probably give me the number I'm gonna I'm gonna call her when I get off the phone with you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I mean, even if I mean a group number or anything we can search the group and look for you that way, but I, yeah, I unfortunately wasn't able to find anything with your name or social, so that's who I would reach out to next.
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] It's very nice.
[CUSTOMER][POSITIVE] Thank you very much. Is there anything else?
[AGENT][NEUTRAL] Is there anything else? Yeah, you, I can check on.
[CUSTOMER][POSITIVE] No ma'am, that was all thank you.
[AGENT][POSITIVE] You're welcome. Have a blessed day.