AccountId: 011433970860
ContactId: 1090320f-b01b-4ce0-b67a-46e9e54c9916
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151860 ms
Total Talk Time (AGENT): 46549 ms
Total Talk Time (CUSTOMER): 92652 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/1090320f-b01b-4ce0-b67a-46e9e54c9916_20250227T21:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I just got uh a new job and they have this healthcare that I signed up for through your company, American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, is this regular actual health insurance or what is this some kind of other thing?
[AGENT][NEUTRAL] Um, I can check for you. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Well, I have two different cards. One is dental and one says limited benefit hospital indemnity, and I
[AGENT][NEUTRAL] OK, give me the, OK. So there's two different policies. Give me the one that's off of the indemnity card.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 7984.
[AGENT][POSITIVE] Thank you sir and what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my phone number is area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing address for me please?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] And lastly your email address on file.
[CUSTOMER][NEUTRAL] My email address is my name, [PII].
[AGENT][POSITIVE] Thank you so much. So this is a limited hospital indemnity plan.
[AGENT][NEUTRAL] Um, when you say is it like a regular, it's not a major medical policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I don't have actual health insurance.
[AGENT][NEUTRAL] Yeah, it's a medical policy, so there's an uh an inpatient benefit if you were admitted to the hospital. There's an intensive care benefit. There is a benefit if at.
[CUSTOMER][NEUTRAL] Really? I'm, I'm just OK. I, it was my understanding, they told me that I was gonna get like health insurance from day one, OK, so this is not health insurance. This is like.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Some kind of Aflac shit. So, I, OK, I appreciate your help. I, I just thought, you know, do Obamacare.