AccountId: 011433970860
ContactId: 918ce063-a523-494f-a203-f12e81fd845b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163789 ms
Total Talk Time (AGENT): 76227 ms
Total Talk Time (CUSTOMER): 97924 ms
Interruptions: 7
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/918ce063-a523-494f-a203-f12e81fd845b_20250430T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hi [PII]. Uh, this is [PII] calling. What I was calling about is the find some information regarding the benefits in a card. I work for ATC Healthcare Service, and I called the number to help me to explain then they gave me this number because they couldn't explain anything about this particular limited insurance. Do you think you can help me?
[AGENT][NEUTRAL] OK, so you're calling. You don't have a policy with us, but you're through benefit through benefits on a card and you're calling for like information on the benefits.
[CUSTOMER][NEUTRAL] Yeah, is this like, uh, is this a major medical, no, it says um, this is not major medical coverage. I just noticed that.
[AGENT][NEUTRAL] Right. We're strictly a supplemental. We're strictly a supplemental company. We're not, we have no major medical products.
[CUSTOMER][NEUTRAL] 00, supplemental meaning that in addition to major medical insurance.
[AGENT][NEUTRAL] No, we do not have major medical. We just, but um I'm not sure who they have their major medical through or if they do have a major medical that I don't know. We have like, you know, accident, hospital indemnity, um, just different things like that.
[CUSTOMER][NEUTRAL] That I
[CUSTOMER][POSITIVE] OK, alright then, yeah, I need major medical insurance. I thought this what this is. OK, alright, um, so it, yeah, yeah, I need major medical. OK then. OK, thank you so much. I appreciate you.
[AGENT][POSITIVE] No, ma'am. I'm sorry.
[AGENT][NEUTRAL] OK, yes, I see ATC. Yes, I was just looking real quick to see what ATC Healthcare has with us. They have dental group accident, group term life, hospital indemnity, and disability, those kind of products, but no major medical.
[CUSTOMER][NEUTRAL] OK, alright, um, the, the dental, OK, the dental, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see the dental and I see the vision.
[CUSTOMER][NEUTRAL] OK, alright then.
[AGENT][NEUTRAL] Yeah, we don't do vision here either, so no major medical or vision, no, ma'am, we do not do the vision here.
[CUSTOMER][NEGATIVE] Oh yeah, oh, no vision.
[AGENT][NEUTRAL] They have that with a different provider.
[CUSTOMER][NEUTRAL] Oh, OK, cause I got it.
[CUSTOMER][POSITIVE] OK, alright then, OK, alright, well thank you so much, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.