AccountId: 011433970860
ContactId: 6f64d25d-a0fd-4d83-ad72-3505f1c739c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258279 ms
Total Talk Time (AGENT): 97361 ms
Total Talk Time (CUSTOMER): 72403 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6f64d25d-a0fd-4d83-ad72-3505f1c739c8_20250506T15:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], how you doing today?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][MIXED] I'm good. I'm getting a little frustrated but I'm good.
[CUSTOMER][NEUTRAL] Look, I'm [PII].
[CUSTOMER][NEUTRAL] And I'm trying to get a copy of my insurance card because I lost my card and I gotta go to the doctor and they wanna stop my insurance card so they can make sure they take the, you know, card.
[AGENT][NEUTRAL] OK. May I have your policy number and I'll pull it up for you.
[CUSTOMER][NEUTRAL] It's uh 990537.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Is this for medical, dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, hold on, let me get this pulled up. This is a different department, one moment.
[AGENT][NEUTRAL] Just waiting on the system one moment.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] This looks like this is web TPA which is not handled with us. Let's see if I can see a copy of your card.
[CUSTOMER][NEUTRAL] Yeah, cause the lady a while ago gave me way up to a number. I called them and she told me I need to call you all. I'm like, what the?
[AGENT][POSITIVE] I do apologize for that. This is Universal Trucking.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I'm, I'm a truck driver, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they don't switch that insurance.
[AGENT][NEUTRAL] It's handled under web TPA. It's not handled under APL. For one moment, let me verify something and I'll see if I can get this card over to you.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] And it is [PII].
[CUSTOMER][NEUTRAL] Yes, uh, [PII], yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see if I can.
[CUSTOMER][NEUTRAL] But can you fax it to the doctor, but if I give you a fax, you have to send it to me. Well you send it to me. I'll go get it faxed, you know.
[AGENT][NEUTRAL] Yeah, I'll send it over to you. Do you have it on your phone? Do you have your email on your phone?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I remember my phone be there my phone be acting up so much. I got a fax number if you can fax it, but you know, whatever will make it better for you some.
[AGENT][NEUTRAL] OK. Let me try this one and see if I can get it over to you.
[AGENT][NEUTRAL] I do apologize. Our system is slow, one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and it's not giving me the capability to fax it over to you. So I did email it to your email address.
[AGENT][NEGATIVE] But it doesn't give me the option because we don't have this product, so it's not giving me the option to fax it over to you.
[CUSTOMER][NEUTRAL] No, no, I had a, I had a different fax number, but, uh, just give you email it to him and I can go get it faxed off my email.
[AGENT][NEUTRAL] OK, OK. I do apologize for that, but I faxed it over, I emailed it over to you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You bye.