AccountId: 011433970860
ContactId: 08ff498f-1d94-49bd-90e7-0f91d1f6feb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115099 ms
Total Talk Time (AGENT): 52007 ms
Total Talk Time (CUSTOMER): 53269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/08ff498f-1d94-49bd-90e7-0f91d1f6feb8_20250520T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I received this APL, American Public Life expanding the benefits and horizons and whatnot in the mail and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is what is this a health insurance, like what is it?
[CUSTOMER][NEUTRAL] Life in oh it's public life insurance.
[AGENT][NEUTRAL] Yes, sir. We have several, we have several insurances, um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Through us. So we have dental, hospital indemnity.
[AGENT][NEUTRAL] Um, cancer plans.
[AGENT][NEUTRAL] We are not major medical though. We're typically a secondary insurance company.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, because I was just trying to figure it out and see what it was. I had to call the number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] It could also be if
[AGENT][NEUTRAL] Your employer has coverage through us they might have sent it to you, yeah, it might have been for you to see what all you want.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Probably because it says coverage it's, it says for uh alright it says insured, says my name then it says cover coverage is employee and child.
[CUSTOMER][NEUTRAL] And then it goes, but it must be for my job since it says employee and child.
[AGENT][NEUTRAL] Yeah, um, that's that's what I, that's my best bet is that you got it from your employer just to show that you can get benefits through us, but you will need to go through your employer um to sign up for those benefits if you haven't already.
[CUSTOMER][NEUTRAL] likely.
[CUSTOMER][NEUTRAL] Yeah, because I haven't but I just want to call the number to see exactly what it was.
[AGENT][NEUTRAL] Yeah, we're a secondary insurance company.
[CUSTOMER][POSITIVE] So, uh, thanks for the info.
[CUSTOMER][POSITIVE] Yeah, thanks for the info. I'm gonna, uh, talk. I'm gonna call my boss here in a second.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alright well thank you for calling ATL and I hope you have a great day.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh, so