AccountId: 011433970860
ContactId: 21e05cd6-e01e-43d4-b968-b0d488fca71a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354980 ms
Total Talk Time (AGENT): 132356 ms
Total Talk Time (CUSTOMER): 157605 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/21e05cd6-e01e-43d4-b968-b0d488fca71a_20250121T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling about my husband's um insurance. Um, we're looking to possibly add myself on there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just trying to get a little perspective on what cost might be.
[AGENT][NEUTRAL] OK, and is your husband available um to verify the policy?
[CUSTOMER][NEUTRAL] He is not. I didn't know if I was still on it because I think I was on it at one time.
[AGENT][POSITIVE] Oh, I can check for you.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, well, I, I got the member ID. I don't have anything with the policy number on it.
[AGENT][NEUTRAL] What is the um the member ID? Does it start with like a 01 or 02 or D like dog?
[CUSTOMER][NEUTRAL] It's a 01
[AGENT][NEUTRAL] OK, that's the policy number.
[CUSTOMER][NEUTRAL] OK, it's 0111722-01.
[AGENT][NEUTRAL] It might be the policy number. And may I, may I have your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that's not pulling up a policy. I can search with his social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to pop up here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm actually not showing anything with that social. What's his, what's his first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh that's weird.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] OK, my apologies. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Yeah, I'm not showing a policy with that first and last name either. And it was with American Public Life?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm, I've got Legion Medical plan.
[AGENT][NEUTRAL] Yeah, I don't think that that's not American Public Life. Uh, we don't have any products with that plan name.
[CUSTOMER][NEGATIVE] Well, oh my gosh, what the heck?
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] I'm going off of an old bill and I know I used to get taken out of my checking. I haven't checked in a while, but it would come out under my benefits keeper.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is my what is my benefits keep it like a portal or I'm not familiar. I don't, I'm not sure.
[CUSTOMER][NEUTRAL] I don't know. Maybe it's just weird, huh.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, American, I mean, we do have like insurance through employers like, you know, group accident policies, um, short-term disability, like supplemental medical insurance, but
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I'm not familiar with that product name.
[CUSTOMER][NEUTRAL] Yeah, I'm actually.
[CUSTOMER][POSITIVE] Oh, maybe I got the wrong one. See how good I am, huh.
[CUSTOMER][NEUTRAL] Yeah, well I know I had information on this at one time because I've got it in front of me here.
[CUSTOMER][NEUTRAL] I don't know. Yeah, cause I called.
[CUSTOMER][NEGATIVE] The one number under my benefits keeper and then it took me she forwarded my call to another um like a message and then it gave me this number to call you guys which is weird.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm wondering if it was like, I don't know, because sometimes with 90 degree benefits, does that ring a bell?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 90 degree benefit.
[CUSTOMER][NEUTRAL] I don't know, mm I don't know. Let's just.
[AGENT][NEUTRAL] Because I know there's like a prompt on there, no, like if you choose that prompt whether you have a policy with us or not, it'll bring you to us. I was thinking maybe that.
[CUSTOMER][NEGATIVE] Right. Yeah, because when she forwarded me she um asked for the member ID and I gave it to her and she didn't have any questions.
[AGENT][NEUTRAL] Might have happened.
[CUSTOMER][NEUTRAL] Yeah, strange so this.
[AGENT][NEUTRAL] Or maybe call that number back and tell them that um American Public Life doesn't have a product by that name and see if she can give you who the insurance company is.
[CUSTOMER][NEUTRAL] Right, yeah, because you guys don't do, do you do, do you do the medical?
[AGENT][NEUTRAL] Since they were able to
[AGENT][NEUTRAL] We do like um gap insurance, like supplemental insurance and then like hospital indemnity, like limited medical benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, maybe I'll call that back and see yeah because she didn't have any questions when I gave her, you know, name and numbers so yeah that's really weird.
[AGENT][NEUTRAL] OK, yeah. So it's probably in their system.
[CUSTOMER][POSITIVE] Yeah, OK. Well, thank you so much. I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright you also thank you. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.