AccountId: 011433970860
ContactId: 654d5624-d61e-4dc9-ac5e-d3d041e7e47e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276079 ms
Total Talk Time (AGENT): 105608 ms
Total Talk Time (CUSTOMER): 72496 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/654d5624-d61e-4dc9-ac5e-d3d041e7e47e_20250519T18:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] OK, I need uh.
[CUSTOMER][NEUTRAL] I need a new, uh, insurance card sent out to me.
[CUSTOMER][NEUTRAL] If possible
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, could I get your name and a callback number please?
[CUSTOMER][NEGATIVE] I can't read it to.
[CUSTOMER][NEUTRAL] My what? My name? My name is [PII]. Did you say something about a policy number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, I first need your callback number, but I will need your policy number.
[CUSTOMER][NEUTRAL] OK, my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, and your policy number with us?
[CUSTOMER][NEUTRAL] Uh, you know, the card is really blurry, and I might be able to read it to you, but I don't know if all the numbers would be correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, I, I, I can't even read the, read the policy number on the card. It's just too good.
[AGENT][NEUTRAL] OK, could I get your social please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], if I could get your um.
[AGENT][NEUTRAL] Date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for verifying.
[AGENT][NEUTRAL] Uh, your information.
[AGENT][NEUTRAL] OK. Do you have your policy pulled up here? It looks like you have, uh, so you need your card for your dental benefits.
[CUSTOMER][POSITIVE] My dental medical uh benefits.
[AGENT][NEUTRAL] OK. I show that with us, you uh have uh dental.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me see what this other policy is.
[AGENT][NEUTRAL] OK, and it looks like you have a uh accidental benefit policy with us, but I do not show we cover your medical.
[CUSTOMER][NEGATIVE] What do you mean you don't, you don't show that you cover medical.
[AGENT][NEUTRAL] As I stated, I show that you have a dental policy, and you may, sir. It's not with American Public Life. We cover your dental benefits and a, you have an accidental policy with us.
[CUSTOMER][POSITIVE] I got full coverage.
[AGENT][NEUTRAL] It looks like your medical.
[CUSTOMER][NEUTRAL] Could you give me that policy number?
[AGENT][NEUTRAL] Is covered with web TPA.
[CUSTOMER][NEUTRAL] What do you say?
[AGENT][NEUTRAL] Your medical benefits are covered through Web TPA.
[AGENT][NEUTRAL] I can give you the number and transfer you to them.
[CUSTOMER][NEUTRAL] OK, yeah, I would like the number please.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] 9458.
[AGENT][NEUTRAL] And would you like me to transfer you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me make sure I have the information correctly first, uh, you said 866.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 9759458, is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct. And let me provide you with your policy. Yes, sir.
[CUSTOMER][NEUTRAL] OK, do you have a policy number for that?
[AGENT][NEUTRAL] Your policy number is 167.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8406.
[CUSTOMER][NEUTRAL] OK, uh let me repeat that 1678406.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEUTRAL] Welcome to [PII]