AccountId: 011433970860
ContactId: 681da05d-1d06-471f-b199-28de7df9f417
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419410 ms
Total Talk Time (AGENT): 128939 ms
Total Talk Time (CUSTOMER): 121490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/681da05d-1d06-471f-b199-28de7df9f417_20250327T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I'm not sure if I have the right place or the right person or what I can do, but my son is a truck driver and he owns this insurance, and he's trying to have me give him a call since he's driving, and I don't know how to go about trying to see what's covered, what's not covered for him.
[AGENT][NEUTRAL] OK, let's start by giving me his policy number, please.
[CUSTOMER][NEUTRAL] Sure, let's go back. Um, it's on here. Policy number is 116358.
[CUSTOMER][NEUTRAL] And then you want the rest of that is 02550692?
[AGENT][NEUTRAL] OK, that is not our policy number. Do you see the inpatient or outpatient cert number?
[CUSTOMER][NEUTRAL] Oh God, I don't know where else would that be because this is the number it says if you have any information on your.
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, I, uh, please do cause I have no clue where, where would I find the policy number.
[AGENT][NEUTRAL] Are you looking at his card, his ID card?
[CUSTOMER][NEUTRAL] He did not get that. He got all this paperwork like uh pamphlets, you know, but other than that, you know, like the.
[AGENT][NEUTRAL] We can do a name search.
[CUSTOMER][POSITIVE] OK, that would be great because I don't know.
[AGENT][NEUTRAL] OK. Can I have his first
[CUSTOMER][NEUTRAL] His name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] And may I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII], same last name, and my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, one moment, let me see if I can locate them in our system.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, that is not pulling up. Do you see a group number?
[AGENT][NEUTRAL] On there.
[CUSTOMER][NEUTRAL] OK, that, that's the only, that's the only policy number that I show in his pamphlet here.
[AGENT][NEUTRAL] OK, do you by chance have his social security number?
[CUSTOMER][NEUTRAL] Uh, no, but I can get him online and he can give it to you. Let me see. I'm gonna try this, so it might be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEGATIVE] A little difficult for me because I'm not using my phone.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, he's on the other line.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with American Public Life. How are you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Hi good how are you?
[AGENT][POSITIVE] I'm great, thanks for asking. I'm trying to assist your mom in pulling up your policy number. Do you have your group number or your social security number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And would this be for medical, dental?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And since your mom is not on the policy, do you give verbal permission for her to speak on your behalf?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. One moment, let me verify this policy to see if it's one of our products. One moment.
[AGENT][NEUTRAL] Just waiting on the system, one moment.
[AGENT][NEUTRAL] OK, this is under Universal Trucking. This is an accident policy. I'm not seeing.
[AGENT][NEUTRAL] The medical. I see a disability and I see a dental.
[AGENT][NEUTRAL] So, is that the information you wanted under the accident plan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I was just wondering if I had coverage for a CAT scan.
[AGENT][NEUTRAL] OK. Is it due to an accident?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, cause I'm showing that we have a dental plan, we have a disability plan, and then we have the accident plan.
[AGENT][NEUTRAL] I'm not showing a uh medical. I would reach out to your employer and ask them if you do have a medical plan.
[CUSTOMER][NEUTRAL] Well I mean I'm an independent contractor so I don't really have an employer.
[AGENT][NEUTRAL] Oh, OK. So you could.
[CUSTOMER][NEUTRAL] That what
[CUSTOMER][NEUTRAL] Provide any coverage.
[AGENT][NEUTRAL] You can try reaching out to Universal Trucking.
[AGENT][NEUTRAL] Cause I'm showing accident.
[AGENT][NEUTRAL] Disability and dental.
[AGENT][NEUTRAL] I don't see it the regular medical plan.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. You're so welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye-bye.