AccountId: 011433970860
ContactId: 2c4e55bd-f928-4747-9b9e-96ae40e4272c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189539 ms
Total Talk Time (AGENT): 100519 ms
Total Talk Time (CUSTOMER): 78534 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2c4e55bd-f928-4747-9b9e-96ae40e4272c_20250304T19:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Mr. [PII]'s [PII] from the Pennsylvania Attorney General's office. How are you?
[AGENT][POSITIVE] Oh, I'm just fine, thank you.
[CUSTOMER][NEUTRAL] OK, hey, I'm calling you on this, uh, this complaint here that was submitted to us by the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What I would like to know is, does American Public Life have a copy or a transcript of the call recording of when Miss [PII] signed up for this policy?
[AGENT][NEUTRAL] Um, well, this is from a broker, um, so I will have to get a, get with a broker and ask them, uh, if you would like for me to, um, and see if they have that recording transcript.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you could please, because that's her, her main, her main issue is, is that she's told that this was a, a fully backed medical plan when in fact, this is, it sounds like a more of a medical discount type plan that she's got.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, well, it's a medical supplemental policy that, um, you know, it's not a major medical and, you know, it only has maximum benefits for certain covered services that's listed in the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's not a major medical.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, and that's what I think that she's a bit confused on.
[AGENT][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] And if I can if I can hear that recording, it would better uh allow me to understand and that I could tell her, look, you agreed to this this was explained to you and I've listened to that call recording.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I will see what I can get with you, maybe a couple of days trying, you know, to get those uh brokers to respond, so, but I will get to and I'll keep in touch with you, um, for, uh, you know, to give you an update. What is your email address and I can always email you if you would like me to the updates.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] That's quite all right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, absolutely. Um, my, my email address is my [PII] which is [PII] followed by my last name which is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And I'll give you an update and then I can also, if you would like, um, would you like for me to email you that recording if I can get that?
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, yeah, OK. Yeah, they're independent broker, they're, you know, they're not employed with American Public Li. so, um, and I'll have to reach out with him or him or her and, and get that recording for you.
[CUSTOMER][POSITIVE] All right I appreciate it.
[AGENT][POSITIVE] Oh, my pleasure. Is there anything else I can help you out with, Mr. [PII]?
[CUSTOMER][NEUTRAL] I don't believe so. I believe that's it.
[AGENT][POSITIVE] OK. Well, I will do my best to get what I can for you and you have a great day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.