AccountId: 011433970860
ContactId: 406fac0e-ee4b-4f6a-aeb5-031deb44e696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324839 ms
Total Talk Time (AGENT): 87125 ms
Total Talk Time (CUSTOMER): 69007 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/406fac0e-ee4b-4f6a-aeb5-031deb44e696_20250512T20:44_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 was curious about my coverages.
[AGENT][NEUTRAL] OK, and are you insured?
[CUSTOMER][NEUTRAL] I was reading
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Go ahead. I'm sorry, I think I interrupted you saying something.
[CUSTOMER][NEUTRAL] Um, I, I was reading through my benefits and stuff, but I just, I don't quite understand it, I guess.
[AGENT][NEUTRAL] OK, um, I can get you over to claims.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And they can probably um help you a little bit. Do you have a policy number or uh what's your first and last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me just a second. I'm just gonna verify you.
[AGENT][NEUTRAL] Sorry, my computer is taking just a second to load.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, what's the last four of your social?
[CUSTOMER][NEUTRAL] [PII]. I do have that policy number if you need it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it the, does it end in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I've got you pulled up. Give me just a second. Let me see if somebody in claims can give you a help, um, help you understand, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] in Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm doing good how about you?
[AGENT][NEUTRAL] I'm good. I have an insured on the line. His name is [PII].
[AGENT][NEUTRAL] And his policy number is 1716855, and he's needing a little bit more explanation on the policy that he currently has. Do you mind speaking with him?
[CUSTOMER][NEUTRAL] He just wants to know what type of policy it is.
[AGENT][NEUTRAL] Like just more I guess he doesn't understand it just a little bit more explanation.
[CUSTOMER][NEUTRAL] OK, did you verify all the demographics?
[AGENT][POSITIVE] Yes, I did. I can give you his callback number as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, may I have that please?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][POSITIVE] Thank you and go ahead and you can transfer him.
[AGENT][POSITIVE] Thank you. I appreciate you.
[CUSTOMER][POSITIVE] You're welcome and thank you.
[CUSTOMER][POSITIVE] Thank you for calling American Public Life Matter. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I, um, I'm having a vasectomy at the end of this month and I was just curious of how.
[CUSTOMER][NEUTRAL] That would uh go through with APL.
[CUSTOMER][NEUTRAL] On that end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you're just trying to see if that procedure is covered or where you're needing to know outpatient benefits.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Kind of both, yeah, I.