AccountId: 011433970860
ContactId: 64a4f95c-b449-4dcb-9a0c-48cbbe4f7b1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472279 ms
Total Talk Time (AGENT): 110988 ms
Total Talk Time (CUSTOMER): 197540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/64a4f95c-b449-4dcb-9a0c-48cbbe4f7b1e_20250317T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Uh, I'm, uh, the general manager at Midway Ford, and I have the American Public Life gap.
[CUSTOMER][NEGATIVE] Uh, on my is being deducted from my, uh, paycheck, and I wanted to find out because I was trying to get a card, but when I logged into your website it's telling me that I don't have, um, that they can't find a, um, no user was found with the information that was entered. Please try again or call the [PII] number which I just did.
[AGENT][NEUTRAL] OK, I'll be
[CUSTOMER][NEUTRAL] Can I give you my information so if you can pull me up?
[AGENT][POSITIVE] Yes, I'll be happy to help you. May I have your policy number?
[CUSTOMER][NEUTRAL] No, I don't have it. Can I give you my social?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 636-334
[AGENT][POSITIVE] Thank you. Can you spell your first and last name for me?
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Thank you for verifying that information. One moment and I'll get this pulled up.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so, are you online right now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So let's see.
[AGENT][NEUTRAL] What we have in our system versus what you're entering. So we have your name as [PII] Last name is [PII].
[CUSTOMER][NEUTRAL] OK, so under last name I put [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then what other information do they have for you?
[CUSTOMER][NEUTRAL] Social which I'm putting in.
[AGENT][NEUTRAL] OK. Let me verify that one.
[CUSTOMER][NEUTRAL] And then residential zip code which is [PII].
[CUSTOMER][NEUTRAL] And um my date of birth [PII]. Does the email matter because I can't remember which one I registered with if it's my work email or my personal.
[AGENT][NEUTRAL] OK, let me get that pulled up and can you verify your, it looks like this could be.
[AGENT][NEUTRAL] A personal.
[CUSTOMER][NEUTRAL] OK, is it Hotmail or Gmail?
[AGENT][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] Or iCloud.
[AGENT][NEUTRAL] No, this is Midway.
[CUSTOMER][NEUTRAL] Oh no, that's my work and [PII] so you think it might be the junior why I wasn't able to log in?
[AGENT][POSITIVE] That's work, OK.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's what it is. Now it's asking me to create an account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any past uh account or can I use my email as my account?
[AGENT][POSITIVE] Yes, you can do whatever you want to set up is fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK I'm doing that now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] I'm going through and.
[CUSTOMER][NEUTRAL] And primary phone [PII].
[CUSTOMER][NEUTRAL] Text message phone [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Uh, OK, I can't use that email address. OK, so I know what I'm gonna use. I mean, uh.
[CUSTOMER][NEUTRAL] Looks like it's processing.
[CUSTOMER][NEUTRAL] So I do have the coverage. It's just uh I had the wrong, um, I, I didn't have junior after.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah it looks like I'm getting in there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me do this.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry to keep you on hold just asking me a bunch of things I'm trying to.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] Trying to get set up uh properly, a text message verification code was sent to my cell phone fabulous.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's let me plug that in.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how do I um.
[CUSTOMER][NEUTRAL] My active is my.
[CUSTOMER][NEUTRAL] Med select group.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The current one.
[CUSTOMER][NEUTRAL] So how do I get a card number for this?
[AGENT][NEUTRAL] It should be an option where you can download your card. It should say printable card or either ID card.
[CUSTOMER][NEUTRAL] I mean that's hard.
[CUSTOMER][NEUTRAL] Oh here it is.
[CUSTOMER][NEUTRAL] I guess it's the last one.
[AGENT][NEUTRAL] It should end in 537 is the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's what's the coverage again because I, I have the reason I'm calling is I have in May I'm gonna have knee replacement surgery and I have my primary is with Blue Cross and Blue Shield.
[CUSTOMER][NEUTRAL] And is this the policy that actually covers any additional uh hospital expenses?
[AGENT][NEUTRAL] Correct. Please be advised that verification of coverage does not guarantee the payment of a claim. So if you're inpatient, it will cover up to $2000. If you're outpatient, it will cover up to $1000. It will pick up the copays, the coinsurances, and our deductibles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you, yeah, OK, yeah, it's gonna be inpatient. I'll be in the hospital for a couple of days.
[AGENT][NEUTRAL] Yes, so it will pick up to 2000.
[CUSTOMER][NEUTRAL] Maybe even 3.
[CUSTOMER][POSITIVE] OK, fabulous all right you've been a great help thank you so much I really appreciate it.
[AGENT][POSITIVE] You, you're so welcome, [PII], and thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][POSITIVE] All right have a good day alright bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.