AccountId: 011433970860
ContactId: fca4aee7-ee84-47fd-9832-d7e427853ae2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354119 ms
Total Talk Time (AGENT): 146255 ms
Total Talk Time (CUSTOMER): 123562 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/fca4aee7-ee84-47fd-9832-d7e427853ae2_20250102T18:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I have some questions regarding uh the insurance.
[AGENT][NEUTRAL] I'm sorry, I didn't understand what you said.
[CUSTOMER][NEUTRAL] Uh, I have some questions regarding the insurance.
[AGENT][NEUTRAL] Are you the insured?
[CUSTOMER][NEUTRAL] No, I mean, uh, on which hospital it is covered and like that.
[AGENT][NEUTRAL] You're calling on behalf of the provider?
[CUSTOMER][NEUTRAL] That kind of question I have.
[CUSTOMER][NEUTRAL] Uh, uh, no. I mean, the last week, I just enrolled for the health insurance. So, uh, I need to know.
[CUSTOMER][NEUTRAL] Because in my area is it covered.
[CUSTOMER][NEUTRAL] Under this insurance.
[AGENT][NEUTRAL] OK, so you have a policy yourself with our company?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]
[AGENT][NEUTRAL] I'm sorry. Can you spell it again for me?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And your, OK. Thank you. And [PII], what is your last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your policy number, please?
[CUSTOMER][NEUTRAL] Yeah, one second please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have my I have my member ID is that work?
[AGENT][NEUTRAL] If it starts with the letter D, no sir. I can't look your information up with that. What is your full social security number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry, but you're gonna have to repeat that. I'm having some difficulty understanding you.
[CUSTOMER][NEUTRAL] No problem. [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] So you have a question on your benefits on this plan, is that correct? OK, so what I will need to do is to locate your policy information, verify some things with you first for security.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] And then I'll be able to further assist you. OK, so again, you said that your social is [PII]. Is that correct?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Yes, yes, that's correct.
[AGENT][NEUTRAL] OK. Now, I do not show that you have a policy with American Public Life. On that member ID number, does it start with a D?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's a, it's a start from the [PII].
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] The member ID?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Say that again, please?
[CUSTOMER][NEUTRAL] Yeah, it's 683-707-803.
[AGENT][NEUTRAL] 803.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not pulling any information up in our system here at American Public Life under any of those numbers. Who did you work for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy I bought from the guy, uh, he didn't ask me about any employer information.
[AGENT][NEUTRAL] OK, and have you received an ID card from our company?
[CUSTOMER][NEUTRAL] Yes, I have
[CUSTOMER][NEUTRAL] Uh, not your company, but, uh, I got a PDF that all the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I would recommend is reaching let I can try spell your last name for me slowly one more time and I can try to search by the name if I'm not able to locate that I would reach out to the agent that you enrolled with.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To verify that your coverage will be with our company, what is the spell your last name for me, [PII], one more time?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, on my, uh, I bought, yeah, I bought from PH CS Beneficial plan.
[AGENT][NEUTRAL] I'm so I, I didn't understand that.
[AGENT][NEUTRAL] From whom
[CUSTOMER][NEUTRAL] Yeah, I bought PHCS.
[AGENT][NEUTRAL] EH
[AGENT][NEUTRAL] As in hotel,
[CUSTOMER][NEUTRAL] CS
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I don't, I'm sorry but I don't know what that stands for.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[AGENT][POSITIVE] Um, now again, I would be happy to try and search, spell your.