AccountId: 011433970860
ContactId: 062b5c20-b94a-4ad9-b235-8a094f1c364f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211309 ms
Total Talk Time (AGENT): 48258 ms
Total Talk Time (CUSTOMER): 135789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/062b5c20-b94a-4ad9-b235-8a094f1c364f_20250428T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello there, good day. My name is [PII]. I'm from A member services, and we're on a recorded line. Um, sorry, your name was [PII], is that right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII], sir. Thank you so much for that one, [PII]. And let me just check here. Yup. Actually, I do have here the member on the back line. Her name is [PII]. And I am calling actually regarding onto the gap insurance that she had. Well, we actually need to verify something regarding on to the gap insurance for us to change your date according to the coordination of benefits.
[CUSTOMER][NEUTRAL] And by the way, the first initial of my last name would be [PII].
[AGENT][NEUTRAL] Can you spell your first name for me?
[CUSTOMER][NEUTRAL] My name is [PII] First initial, my last name would be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] I do have here, let me just go ahead and try to get back on to that one.
[CUSTOMER][NEUTRAL] Hold on a moment.
[CUSTOMER][NEUTRAL] Policy ID number that the member provided would be 02588457.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] We'll be using our general phone number for the member services line and it's gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify her date of birth, her mailing address and her email, please?
[CUSTOMER][NEUTRAL] I do have here on file date of birth would be [PII] address [PII]. Email address on file it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And how may I help you today, [PII]?
[CUSTOMER][NEUTRAL] Yup. So regarding on to this one for the gap insurance, I would like to verify if it would be the primary um plan or insurance for the member.
[AGENT][NEUTRAL] OK, this plan is always secondary. We would know who the primary is once they submit the EOB with the claim.
[CUSTOMER][NEUTRAL] I see. Is this a supplementary plan?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We follow the primary.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][POSITIVE] Alrighty thank you so much for that one, [PII]. Let me just go ahead here and check.
[CUSTOMER][NEUTRAL] And this is the member or the coverage period started [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for that one, [PII] and may I know the first initial of my of your last name please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much for the one, [PII]. Well, this is all the information that I need, [PII], right, thank you so much for answering my call and I appreciate it. Have a good rest of your day. Bye and take care. Thank you.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye bye.