AccountId: 011433970860
ContactId: 22cf5919-7795-402c-80ae-ad5e98053cea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224350 ms
Total Talk Time (AGENT): 32329 ms
Total Talk Time (CUSTOMER): 41019 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/22cf5919-7795-402c-80ae-ad5e98053cea_20250122T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling. um, I had a couple of questions concerning APL that I currently have with through my employer insurance. Is that something you can help me with?
[AGENT][NEUTRAL] Yeah, of course you have questions about your policy?
[CUSTOMER][NEUTRAL] Yeah, yeah, and, um, I may be getting, I just turned [PII], so I think I'm gonna be going with Medicare and maybe stopping my employer, um, insurance just because the deductible is, is, is very, very high.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so, but I and I do have APL right now currently as my secondary through my employer. Is it possible to continue hm?
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Um, typically, no, um, I can get your policy pulled up with our secondary medical. It's generally going to be tailored to whoever your employer is using as the primary medical, so Blue Cross, Aetna, Cigna, um, it's typically going to be tailored for that specifically, um, but we could still get your policy pulled up and, uh, take a look. You said your name was [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, [PII] in it.
[AGENT][NEUTRAL] OK, uh, what was your last name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.