AccountId: 011433970860
ContactId: 9844ba66-4e9f-4bab-a23a-57f42707971e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490100 ms
Total Talk Time (AGENT): 93303 ms
Total Talk Time (CUSTOMER): 306026 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9844ba66-4e9f-4bab-a23a-57f42707971e_20250320T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEGATIVE] Uh yeah, I'm trying to log on to the portal and I'm not sure how to, I don't know what insurance I have like, do you get to pick an insurance? I don't understand this whole thing.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. Hang on one second, I'll be right in. Policy number 684180719.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Um, and you are calling American Public Life, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I guess that's who I have. It started out essentially.
[AGENT][NEUTRAL] Your ins
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEGATIVE] I'm sorry I do. I don't know. I'm, I'm confused. Nobody takes it. I don't even know what insurance I have. It's ridiculous. Alright, how about this group ID.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] OK. Well, who do you work for, sir? Maybe I can find you.
[CUSTOMER][NEUTRAL] I'm not through work. I'm a, I'm a self manage care. Do you know anything about a company called Managed Care?
[AGENT][NEUTRAL] You're a self-pay.
[AGENT][NEUTRAL] Mm, OK, say that again one more time.
[CUSTOMER][NEUTRAL] Managed care.
[AGENT][NEUTRAL] Manage care. Let me look and.
[CUSTOMER][NEUTRAL] Managed care.
[AGENT][NEUTRAL] OK, let's see if I can find that in our system.
[CUSTOMER][NEUTRAL] [PII] is a producer and comic, and he joins me now along with [PII], New York Post columnist.
[CUSTOMER][NEUTRAL] Podcast we never have.
[AGENT][NEUTRAL] OK, I'm not seeing uh that in our system.
[CUSTOMER][NEGATIVE] OK, this is where I got my, I bought my insurance through Health Century I don't fucking know.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] All right. Do you, would you like to provide me with your name and I can see if I can find you in our system.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is [PII]
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And they pick up whatever the same.
[CUSTOMER][NEUTRAL] or
[CUSTOMER][NEUTRAL] I tell you the American student activists have jumped from. Our did whatever was trendy that day at that time was.
[AGENT][NEUTRAL] It'll take just a moment to search.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] To pitch encampment
[CUSTOMER][NEUTRAL] Um, and so I think that.
[CUSTOMER][NEUTRAL] These so than they at least.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] their their campus when you went out to speak to students on campus and your campus.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let me read that back to you. [PII]
[CUSTOMER][NEUTRAL] Yes, 1 T 1 S.
[CUSTOMER][NEUTRAL] Yeah, it, it could not.
[CUSTOMER][NEGATIVE] That was the most terrifying thing as a I'm in my era right now, uh so you know the fact that.
[CUSTOMER][NEGATIVE] That to a stranger wearing a COVID mask that can be covering his face. I, I mean, it, it really goes to show you how much propaganda they and that they really have just become.
[AGENT][NEUTRAL] OK, Mr. [PII], I'm not able to find you in our system.
[AGENT][NEUTRAL] Under [PII] um but I will tell you this is APL or, or Public Life, uh so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, well, when I was reading the documents and stuff, that's who, that's who they say the providers APL.
[AGENT][NEUTRAL] But I am not, but I am not.
[AGENT][NEUTRAL] OK, you may wanna check with your employer. Is this supposed to be new coverage with us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it's not it's not through my employer. I, I had, I had purchased, I had purchased it myself, so I don't know what's going on.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so we don't, we don't sell to individuals, we only sell to companies and their employees.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, that's OK. All right, thank you, dear.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir, and have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] champion of no matter what, but it is very it's exposing is that a terrible.
[CUSTOMER][NEGATIVE] They were, uh, hunting down students for, for just vaguely offensive speech in the past and now all of a sudden now that it's anti-emitism that we're talking about they had uh they were having the speeches so it's something that that book outliness.
[CUSTOMER][NEUTRAL] I mean, it's a pretty sad situation when it takes pulling their money away to make them finally sit up and take notice, and now they're negotiating with the [PII] administration about how to get the money back even though they have enormous endowments. Thank you both, [PII] and [PII]. Good to see you. Thanks for coming by. Thank you.
[CUSTOMER][NEUTRAL] AOC about to hold a rally out west as pressure is building for her to challenge [PII], [PII] and his leadership position in the Senate, and Democrats look to see if she can revive a vastly demoralized base right now.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] I try to put my arm on but I can't. That's what we're doing. We put on.
[CUSTOMER][POSITIVE] Home purchase and we can help them and provide that financial solution for them and their family. Uh, it's a great rewarding, uh, feeling. Everybody in the company, they have that and respect and that love for the veteran that makes this company so unique.
[CUSTOMER][NEUTRAL] 270.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] 553.
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEUTRAL] That's gonna close that and what.
[CUSTOMER][NEUTRAL] For a walk.
[CUSTOMER][NEUTRAL] Let's go for a
[CUSTOMER][NEUTRAL] Whether you're shaking up a small yard.
[CUSTOMER][NEUTRAL] acreage
[CUSTOMER][NEUTRAL] Yeah