AccountId: 011433970860
ContactId: 3a2d936e-1801-457f-9640-d6e8743056fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69980 ms
Total Talk Time (AGENT): 33830 ms
Total Talk Time (CUSTOMER): 31012 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3a2d936e-1801-457f-9640-d6e8743056fb_20250416T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, so I just got off the phone with [PII] and I just forgot to ask her a question. Um, she gave me my health insurance policy number and group number, but I forgot to ask if my, um, health insurance is also under American Public Life.
[CUSTOMER][NEUTRAL] My dad wanted me to ask so I had to call back.
[AGENT][NEUTRAL] Um, American public life would
[AGENT][NEUTRAL] Sure, American Public Life, it will be just a supplemental um insurance, so your major medical should be under another provider if that's the question.
[CUSTOMER][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's no way you could look up if the major company.
[AGENT][NEUTRAL] Uh, no, that will be something that your human resources should have. Um, yes, yes, only that department can handle that. Um, you can give them always a call and, and they should be able to answer to that. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You say