AccountId: 011433970860
ContactId: 6584ea66-c08c-40a4-8d01-fd830af113e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186759 ms
Total Talk Time (AGENT): 49371 ms
Total Talk Time (CUSTOMER): 131554 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6584ea66-c08c-40a4-8d01-fd830af113e1_20250211T21:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? My name is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm an insured. My wife is a retired schoolteacher.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we got these cards from American Public Life, and we don't know what they are for, or if they're ours, but we got uh two cards, one for her, one for me. And I'm trying to figure out because my daughter has the same name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If if it's my daughter's insurance or if it's our insurance, it's the
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, it's the gap insurance, the Medlink with benefit assignment, and we just got this. It said public life insurance. First I thought it was life insurance and then uh.
[CUSTOMER][NEUTRAL] Um, I read on your website at Medin with Benefit is Gap.
[AGENT][NEUTRAL] Yeah. Mhm. OK.
[CUSTOMER][NEUTRAL] But we don't know what it's a gap for. But the first question is, even, even ours. They both have the same first and last name. The only difference is the birth date and the initial.
[AGENT][POSITIVE] OK. Well, I can definitely um check and see for you.
[CUSTOMER][NEUTRAL] So yeah, it gets confusing at tax time and every other time, you know, so they're both [PII], but one's [PII], that's my wife, [PII], and then [PII], that's my daughter.
[CUSTOMER][NEUTRAL] And one birth date is [PII] and then my daughter is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, sure. Uh, it's, it's our home phone number. It's this number [PII].
[AGENT][POSITIVE] Thank you. And then the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, 02575967.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] And it's a, it's a group. You want the group number?
[AGENT][NEUTRAL] Oh no, no, I'm OK.
[CUSTOMER][NEUTRAL] OK, yeah, I think it's.
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] Well, I don't know what group it is. If it's my wife, it's Saint Tammany Parish or TR uh the teachers retirement System or Saint Tammany Parish Teachers.
[AGENT][NEUTRAL] So it looks like this is, um, I can't really give any information, but based on the date of birth that I see this is for your daughter.
[CUSTOMER][NEUTRAL] A school board.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK. Well, we were confused because there were 2 cards and there's only one of her, maybe one for her dog. OK.
[CUSTOMER][NEUTRAL] So this is just like, so when you go in and she uses her regular because she's she's actually gotten the same company we have, when she goes in and she uses a card, if there's a co-payment, she can put this in and maybe it'll cover the co-payment. Is that the way it works?
[AGENT][NEUTRAL] On the back end, if she, if she has to make a payment like the co-pay to be seen, then it could be reimbursed on the back end.
[CUSTOMER][POSITIVE] Oh, it's reimbursed. OK. All right, well, I'm going to give this to her then. All right, well thank you very much. You've been very helpful.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APO Mr. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.