AccountId: 011433970860
ContactId: 8ee87fe0-1fd9-4b79-9384-6b1ed06a43e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118059 ms
Total Talk Time (AGENT): 43137 ms
Total Talk Time (CUSTOMER): 68571 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8ee87fe0-1fd9-4b79-9384-6b1ed06a43e3_20250106T16:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APa. How may I help you?
[CUSTOMER][NEUTRAL] What type of uh.
[CUSTOMER][POSITIVE] Hi, yes, I was calling to um start a new coverage. We can get you.
[AGENT][NEUTRAL] You're needing to verify benefits?
[CUSTOMER][NEUTRAL] No, I wanna um start like new health insurance, get new health insurance.
[AGENT][NEUTRAL] OK, so are you looking for individual or group?
[CUSTOMER][NEUTRAL] Individual.
[AGENT][NEUTRAL] OK, so American Public Life do not offer individual policies. We have group policies, which means it has to be through an employer.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 00, OK, see, I'm glad because I was just called someone, uh, I, I don't know if it was a broker or someone online and they was giving me a quote for you guys for individual plan.
[AGENT][NEUTRAL] we do not offer individual plans.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you know who the the broker's name?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Oh, no, I found them online, but I don't know, I just felt like something it was, uh, I just looked up looking for affordable health plans.
[CUSTOMER][NEUTRAL] And they gave me this number, so I called it, and I was giving them the information and they was telling me about your company and stuff like that and it was time for me to give them my
[CUSTOMER][NEGATIVE] Um, credit card information and I just didn't feel comfortable because they didn't give me a lot of information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Right, please don't.
[CUSTOMER][NEUTRAL] So I'm like, OK
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, we do not offer individual policies, only group policies. So if you were employed.
[AGENT][NEUTRAL] You know, at McDonald's and and we offer the policy to McDonald employees then that would be through your employer whenever you hire, you know, your new hire and they take you through the enrollment process so that's a group policy.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][NEUTRAL] OK, be careful.
[CUSTOMER][NEUTRAL] OK. Alright, bye.
[AGENT][NEUTRAL] All right. Bye-bye.