AccountId: 011433970860
ContactId: 8e412884-636c-4a3a-aa0e-5f31d98175bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155080 ms
Total Talk Time (AGENT): 40364 ms
Total Talk Time (CUSTOMER): 71592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/8e412884-636c-4a3a-aa0e-5f31d98175bb_20250225T13:09_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I was just calling to see because um I, I.
[CUSTOMER][NEGATIVE] This insurance about 2 a month or two ago and I'm, I still ain't received my um medical insurance card. I wanna see what was the hold up.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] She's [PII].
[AGENT][NEUTRAL] [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I've got the policy number. I got a social security number you need that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's your phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] I got the
[CUSTOMER][NEUTRAL] I guess it's, it's, it's a $30 standard policy.
[AGENT][NEUTRAL] I mean, is it dental, medical, life?
[CUSTOMER][NEUTRAL] Like I got dental, I got dental, I got medical. I got vision.
[CUSTOMER][NEGATIVE] Uh, only, only, only cards I got is for the dental. I ain't get no cards for the, the medical or the vision.
[CUSTOMER][NEUTRAL] And I got, I got life insurance too.
[AGENT][NEUTRAL] What's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Um, [PII] and my mailing address is [PII].
[CUSTOMER][NEUTRAL] Ridgefield Drive.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying. So, I show that you have a dental policy and a life policy with American Public Life.
[CUSTOMER][NEUTRAL] So I don't got the medical insurance?
[AGENT][NEUTRAL] Not with American public life, maybe they're a different carrier.
[CUSTOMER][NEUTRAL] Oh, so
[CUSTOMER][NEUTRAL] I thought I got the medical insurance.
[AGENT][NEUTRAL] Not with American Public Life. I'm just showing dental and life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] All right. Anything else I can help out with today?
[CUSTOMER][POSITIVE] No, that's all right.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] So can I get medical insurance through y'all?
[AGENT][NEUTRAL] You'll have to go through your employer since it's a group policy.
[CUSTOMER][POSITIVE] Oh OK, OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. No other questions, have a good day.
[CUSTOMER][NEUTRAL] OK