AccountId: 011433970860
ContactId: fde5766f-5dd8-43ff-ad26-9bc29d5ea22f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277750 ms
Total Talk Time (AGENT): 89057 ms
Total Talk Time (CUSTOMER): 105518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/fde5766f-5dd8-43ff-ad26-9bc29d5ea22f_20250226T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I called to see if you can help me with some gap claims I need to send in to you all.
[AGENT][POSITIVE] OK, well, I can definitely help you with filing a claim. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that, and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have my policy number with me. I'm sorry.
[AGENT][NEUTRAL] OK, it's OK. I can search it with your social if you like.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you be the policy holder or um you are, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], you said your first name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So I'm just waiting for them to come up. I didn't see anything with the, and this is for American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. I think that's who I was with.
[AGENT][NEUTRAL] The reason I'm asking is because when I look with the social, I didn't see a policy and then just with your first and last name, I don't see a policy. There are [PII], but it's a different, it's [PII]
[CUSTOMER][NEUTRAL] Do they have the social security number?
[AGENT][NEUTRAL] No, when I looked for the social, it um,
[AGENT][NEGATIVE] When I looked for the social, nothing came up.
[CUSTOMER][NEUTRAL] Huh, that, that's very strange cause I know I've been with you all before. I don't know. I don't think we've changed companies. Uh, and it's still she show up that I've been with you in the past, right?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And it still should show up if we, if I've been with you in the past, right?
[AGENT][NEUTRAL] Oh yes, ma'am.
[CUSTOMER][NEUTRAL] It was still show up. Uh I, I know I've gotten checks from you all and everything.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] So hm.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] And you said [PII], right?
[CUSTOMER][NEUTRAL] Uh-huh, yes ma'am, [PII], and it's [PII], birthday [PII].
[AGENT][NEUTRAL] What's your middle initial?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is an [PII]
[AGENT][NEUTRAL] Yeah, I'm not showing a policy, but even if it was a pass, anything you had with us, it would have come up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, it would have come up. OK, well, maybe I'm sending it to the wrong place. Let me uh try to find out from my job cause I, like I said, I'm sure I've gotten checks from you all before.
[AGENT][NEUTRAL] Your job, what's the name of your employer?
[CUSTOMER][NEUTRAL] Southern Healthcare.
[AGENT][NEUTRAL] Southern Healthcare.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, we don't even have a group with that name that we serve.
[CUSTOMER][NEUTRAL] Don't have a group. OK. Well, maybe I am calling. This is American Public Life, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Maybe I'm calling the wrong place. Let me try to call uh human resources and find out, OK?
[AGENT][NEUTRAL] Yes, ma'am. Well, if it is us, we'll definitely continue to search if you need to give us a call, just let us know, OK?
[CUSTOMER][POSITIVE] OK, thank you. OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.