AccountId: 011433970860
ContactId: 23d5d78d-b783-49a9-900c-48a634747ceb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187660 ms
Total Talk Time (AGENT): 29994 ms
Total Talk Time (CUSTOMER): 114974 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/23d5d78d-b783-49a9-900c-48a634747ceb_20250613T13:58_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], I um I work for a company called Paradigm Seniors and we just transitioned over to you guys and I'm trying to register my account online so I can download my um my cards and it's giving me issues.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I see, I don't have any information because they just sent like we just did this, I mean, maybe 2 weeks ago. I have like any other piece of information I need I have all information related to me.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] But don't have anything else.
[AGENT][NEUTRAL] Uh, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Yeah, my last name, well, I'll give you my social [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII].
[CUSTOMER][NEUTRAL] Maybe [PII], I'm not sure.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So was your policy supposed to be active on [PII] or will it be [PII]?
[CUSTOMER][NEUTRAL] Uh, it should be [PII] because my the policy that we're previous under, um, you guys are Aetna, so we were with Cigna previously and that policy has been terminated, so I would imagine that there's no gap between our old and our new.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] But again, I don't, I don't, I haven't received anything. I'm not like at my home address. I'm up north. I generally live down uh down in [PII], but I'm up here for the summer, so I don't know if you guys send anything out. I would find it very weird and I, I already spoke with HR and they said that that we transitioned over to this new plan, so.
[AGENT][NEUTRAL] OK, well, we're American public life, we're not Aetna. Are you trying to reach Aetna?
[CUSTOMER][NEUTRAL] Um, well, so again, I like went on to online access, let me just see.
[CUSTOMER][NEUTRAL] American Public Life, yeah, I'm sorry, oh wait, plan coverage.
[CUSTOMER][NEGATIVE] You know what, I might have screwed up.
[CUSTOMER][NEUTRAL] I'm in this document.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You guys are gap Insurance?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't have that so.
[AGENT][POSITIVE] Yeah, we're going.
[CUSTOMER][POSITIVE] There we go. I knew I was, I, I, I figured I was probably doing something wrong. OK, well thank you so much. I appreciate it. Sorry for the confusion.
[AGENT][POSITIVE] Oh, no worries, no worries, have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.