AccountId: 011433970860
ContactId: fd298a76-3fa8-4b13-b12d-2740934aaec7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213910 ms
Total Talk Time (AGENT): 71877 ms
Total Talk Time (CUSTOMER): 91570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/fd298a76-3fa8-4b13-b12d-2740934aaec7_20250417T16:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling. I have a scheduled visit on Sunday and they sent me, I have a deductible. They said they didn't, they didn't see any gaps. Do you all need that information or I have to give that information to them?
[AGENT][NEUTRAL] Um, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't. I'm at work and they just send me the email. I didn't have it with me.
[AGENT][NEUTRAL] OK, do you have your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address and email address, please?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] And you were wanting to know about how to give the provider information?
[CUSTOMER][NEUTRAL] Yes, so I have them call you all, or do I need to provide them with everything because they're saying I told them I have gap. They said, uh.
[CUSTOMER][NEUTRAL] You all were supposed to call them. I said, I doubt that. I've never had that happen, so I, I'm, I'm, I'm asking for the process so I can make it through.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right, we don't call the providers. Usually the providers call and give us, I mean, get the benefits from us, but you can give them um your information and they can call us.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, no problem. I, I don't, I don't need an account number just what all I need to give them.
[AGENT][NEUTRAL] OK. Do you have a copy of your card?
[CUSTOMER][NEUTRAL] Yeah, I have a copy at home. I'm at work. I didn't know I needed to have it with me when they call me, yeah, but I have, I have a copy of it at home.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, you can just give them a copy of that card and normally they'll call and get the benefits for you.
[CUSTOMER][NEUTRAL] I received
[CUSTOMER][NEUTRAL] No, no problem. Let me call them right now because I, I, it's on Sunday and it's right, right around the corner. Let me see, can they pull it up with my social? Thank you, ma'am.
[AGENT][NEUTRAL] Uh, OK, I can give you your policy number if you'd like.
[CUSTOMER][POSITIVE] Yes ma'am, I would.
[AGENT][NEUTRAL] OK. It's 02.
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 24
[AGENT][NEUTRAL] 3830.
[CUSTOMER][NEUTRAL] 33,830 let me have them let me give it to them now. Thank you.
[AGENT][NEUTRAL] And, and it's American Public Life.
[CUSTOMER][POSITIVE] American, yeah, I have that American public life. I'm familiar but I have it saved in my phone.
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.