AccountId: 011433970860
ContactId: 13b0c7ac-4911-4466-90ab-16bc93f67a41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115919 ms
Total Talk Time (AGENT): 46469 ms
Total Talk Time (CUSTOMER): 57138 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/13b0c7ac-4911-4466-90ab-16bc93f67a41_20250604T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, I have a question about the APL insurance.
[AGENT][NEUTRAL] OK. All right, so you have a question about a policy you may have with us?
[CUSTOMER][NEUTRAL] Now, do you, uh,
[CUSTOMER][NEUTRAL] Well, I'm just wondering, do you guys offer uh coverage for podiatry services?
[AGENT][NEUTRAL] Are you talking about at one on the policy as an individual or through a group?
[CUSTOMER][NEUTRAL] Uh, individual, like, like if I purchase your insurance APL and I wanted to see my podiatrist, do you guys offer coverage for that also?
[AGENT][NEUTRAL] Well, we don't offer individual policies. It's all through employer groups.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, so what is it that you, that you offer? Are, are you different from um is this the uh American uh
[CUSTOMER][NEUTRAL] Hold on, give me one second cause I was given your number by a broker and I believe it's American Public Life Insurance.
[AGENT][NEUTRAL] That's our company, APL. So are you calling as far as a group or are you calling as an individual wanting a policy because we don't know.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Uh, individual.
[AGENT][NEUTRAL] OK, we don't offer individual policies. We only work through employer groups, so groups that have um.
[AGENT][NEUTRAL] Policies with our company, that's who we work with. We don't do individual plans.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, because they were trying to sell me an individual policy.
[CUSTOMER][NEUTRAL] So it through through your company is that uh so that that's maybe uh a scam or something or?
[AGENT][NEUTRAL] I have no idea. I just know with our company we don't do individual policies anymore we only through employer groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Group and employees. OK, OK, thanks for telling me that. I appreciate you. Thank you. OK, bye bye.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Alright, you're welcome. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.