AccountId: 011433970860
ContactId: 52763d69-690b-4764-b0aa-b1e5d268878e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363269 ms
Total Talk Time (AGENT): 66920 ms
Total Talk Time (CUSTOMER): 117024 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/52763d69-690b-4764-b0aa-b1e5d268878e_20250618T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. I'm trying to send in the first, uh, payment for CO Insurance, and I'm
[CUSTOMER][NEUTRAL] Just trying to figure out which address to send it to, um, is it the [PII]?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The group pub, yes, it's 188-728.
[CUSTOMER][NEUTRAL] 0100007
[AGENT][NEUTRAL] And what's your last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK. And what was your first name?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, sorry, give me just one moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your address and email address.
[CUSTOMER][NEUTRAL] [PII] and the email address is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you
[AGENT][NEUTRAL] OK, let me, I just wanna make sure I was looking at the right thing before I give you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] OK, so you're, you elected the cobra. Let me see.
[CUSTOMER][NEUTRAL] Every, yeah, everything covered with cobra. I mean, all dental.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] G N.
[AGENT][NEUTRAL] OK, I, I'm not finding the address to verify. Can I place you on a brief hold real quick?
[CUSTOMER][POSITIVE] Sure, sure, alright, thank you.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so sorry about that. OK, you did receive a letter, is that correct?
[CUSTOMER][POSITIVE] Yeah, no, that's right.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, we see we see you broke out there for a second.
[AGENT][NEUTRAL] Oh, did you receive a letter from APL about continuing the Medlink policy in the gap?
[CUSTOMER][POSITIVE] Yes, yeah, and we're, we already filled it out and now the the insurance is working again.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And we've been speaking with um.
[CUSTOMER][NEUTRAL] [PII], but she works for the company who then has to go through.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, to try to find out the answers, so I figured I'd just call you directly.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] That PO box that you have, um, where did you get that PO box from?
[CUSTOMER][NEUTRAL] It's on top of the uh the it says APL right on top of the notice of continuation of health coverage and then it says customer service [PII].
[CUSTOMER][NEUTRAL] American Public Life Insurance company and then that's.
[AGENT][POSITIVE] OK, OK, yes, that's our customer service. OK, I'm so sorry. I was a little bit confused. Uh, yes, that is correct.
[CUSTOMER][POSITIVE] No, no, that, no, no, no, no problem.
[AGENT][POSITIVE] Sorry about that. Yes, that's correct. You'll send the payment there, um.
[CUSTOMER][NEUTRAL] OK. No, no.
[CUSTOMER][NEUTRAL] OK, and then I just make the check out to APL?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK all right perfect thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a terrific day.
[CUSTOMER][POSITIVE] All right thank you you too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.