AccountId: 011433970860
ContactId: 180bb174-87c9-457b-aa62-fe03d3db9ba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649270 ms
Total Talk Time (AGENT): 262214 ms
Total Talk Time (CUSTOMER): 135547 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/180bb174-87c9-457b-aa62-fe03d3db9ba4_20250121T20:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi. I, uh, signed up for health insurance online.
[CUSTOMER][NEUTRAL] Um, actually I, I found the the number online and then called in.
[CUSTOMER][NEUTRAL] I just wanted to uh.
[CUSTOMER][NEUTRAL] Um, a little bit of information on my medical plan.
[AGENT][NEUTRAL] OK, so you have a policy with APL?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] I believe so, yeah.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and you have some questions regarding your coverage. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to verify what kind of coverage I have and uh and how much my billing is.
[AGENT][NEUTRAL] OK, so first off what I'll need to do is to get some information from you and locate your information in our system, verify several things with you for security, and then we can go from there. So who am I speaking with please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it, is it with two [PII] or 1?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Mr. also, do you have your policy number for APL?
[CUSTOMER][NEUTRAL] Uh, is, would that be the member number?
[AGENT][NEUTRAL] It depends on the type of coverage you have as to exactly how that would be worded. You can try and give me that.
[CUSTOMER][NEUTRAL] I think it's a bit
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I have the basic core.
[AGENT][NEUTRAL] Now, any insurance, OK. Who do you work for, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm self employed.
[AGENT][NEUTRAL] OK. So what is that member number that you have?
[CUSTOMER][NEUTRAL] Um, 683-476-320.
[AGENT][NEUTRAL] OK, so just one moment let me see if I can locate your information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh-huh, you're welcome.
[AGENT][NEUTRAL] Give me just a moment, it's still searching.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] And it would be listed as [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so at this time, I do not have a policy with our company.
[AGENT][NEUTRAL] Issued for you.
[AGENT][NEUTRAL] I have looked. Yes, sir.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Now what did you enroll through maybe the business workers of America?
[AGENT][NEUTRAL] I was trying to see if I could determine who you would need to speak to. OK. And now,
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Yeah, I got, I guess I did, yeah, yeah.
[AGENT][NEUTRAL] OK, so I don't know how many providers they work with Mr. [PII]. Now I'll be happy to give you, I have 2 different phone numbers for their member services division.
[AGENT][NEUTRAL] Who would be the ones that you would speak to regarding, you know, especially any deductions or how much you're paying for coverage and what type of
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Coverage you have or which company it's enrolled with.
[AGENT][POSITIVE] Um, and I'll be happy to give you both of these numbers. I also have an email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] For their customer support that I'll be happy to provide for you.
[CUSTOMER][POSITIVE] Yeah, that'd be great. I got a pen you're ready.
[AGENT][NEUTRAL] And then I, OK. So just, all right, so the first phone number I have is [PII].
[AGENT][NEUTRAL] 247.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And then there's also [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And their email address if you would like that, would you like that also?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it's customer support.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Member services.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So again that's customer support at and the number 4, the numerical number for memberservices.com.
[CUSTOMER][POSITIVE] OK great.
[AGENT][POSITIVE] Now I'll be happy and try and connect you if you would like or do you wanna call them directly? That's up to you.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Yeah, that'd be
[CUSTOMER][POSITIVE] Yeah if you could connect me that'd be great.
[AGENT][NEUTRAL] Sure, I'll be happy to now if for some reason it goes to a voicemail, would you like for me to release the call so you can leave a message?
[AGENT][NEUTRAL] For them? OK. Well, can I help you with anything else today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh, no, that should do it. Thank you.
[AGENT][POSITIVE] Well, you're very welcome. And thank you again for calling APO Mr. [PII] I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Oh, you're welcome. So one moment.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time. For customer support, press 2. For agent support, press 3. For claim support, press 4. If you are a provider, please press 5. And again, thank you for calling member services.
[AGENT][NEUTRAL] Hi there, Mr. All this is still [PII]. I'm gonna try to connect you again to that 2nd number that I gave you, the first one. I'm not getting a voicemail and there's no one answering. It's just um ringing, so I am gonna try to connect you with that second number, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][POSITIVE] And you're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time. For customer support, press 2. For agent support, press 3. For claim support, press 4. If you are a provider, please press 5. And again, thank you for calling member services.
[AGENT][NEUTRAL] OK, Mr. [PII], this is still [PII] and the same thing when I call that number, the second number, I'm not, no one is answering. It's not giving any type of message stating that maybe they were closed due to weather or something like that. It's just ringing. Um, and I was selecting option two when I called both of those numbers cause it's like both numbers take you to the same place.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] But again, it's not voicemail is not picking up for you to leave a message.
[AGENT][NEUTRAL] So I didn't wanna just drop you into the, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So having you just listen to the phone ring, so would you like to just try them back or you can send an email to that email I gave you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh, yeah, I'll just try them back.
[AGENT][POSITIVE] OK. Well, I'm sorry about that.
[CUSTOMER][POSITIVE] That's OK, no problem.
[AGENT][POSITIVE] OK, well, again, thank you for calling APL today and I hope that you have a very nice rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Bye-bye.