AccountId: 011433970860
ContactId: 9cacd40b-6313-49b3-a98e-2c92f7bdb498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246800 ms
Total Talk Time (AGENT): 117841 ms
Total Talk Time (CUSTOMER): 137464 ms
Interruptions: 10
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9cacd40b-6313-49b3-a98e-2c92f7bdb498_20250616T16:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] All boys.
[CUSTOMER][NEUTRAL] Yes, I'm calling because um I work for ATC and they gave me the number, yeah, I need to get my, they haven't gave me my card yet, but I need my Bing group number, PC and member ID.
[CUSTOMER][POSITIVE] Anyway, thank you.
[AGENT][NEUTRAL] OK, I can uh take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] Let's see and uh what is your um.
[CUSTOMER][NEUTRAL] Just that.
[AGENT][NEUTRAL] Hold one moment, sorry.
[CUSTOMER][NEUTRAL] 258-637-991
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] The boarding houses on [PII].
[AGENT][NEUTRAL] Hm. And you said.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] They said it was uh it started being activated as of today.
[AGENT][NEUTRAL] OK, I'm not pulling you in our system. Let me try by name.
[CUSTOMER][NEUTRAL] That's [PII] at least it uh.
[AGENT][NEUTRAL] Just in case there's something wrong with the social, what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The style of this is that and this image is repeated throughout this book again and again. OK.
[AGENT][NEUTRAL] [PII], what excuse me, what is your date of, uh, date of birth?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] OK, I do not show you in our system. I will let your employer know that you are not pulling in our.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, they sure taking it out of my check.
[AGENT][NEUTRAL] Yeah, I will let the uh human resource know that you're not pulling in the system and it, and they need to follow up with us to make sure we have your information.
[CUSTOMER][NEUTRAL] It's like the first time.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEGATIVE] Not all the way through.
[CUSTOMER][NEUTRAL] OK, cause they just gave me the number to call y'all saying I was.
[AGENT][NEGATIVE] OK, yeah, I mean, there's no way I can really help without pulling you in the system.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] So how long would it take for you like to call, I mean, what do I have to do?
[AGENT][NEUTRAL] Well, if, if
[CUSTOMER][NEGATIVE] Because I need to get my medicine and I can't get it.
[AGENT][NEUTRAL] OK, so even if, um,
[CUSTOMER][NEUTRAL] But something
[AGENT][NEUTRAL] They get you corrected in the system, the policies that we handle would not handle your prescriptions.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] So another check.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] Or he does things for him like kill me.
[AGENT][NEUTRAL] This is medical claims only. So prescriptions would not be handled with us, but regardless if you should be in the system, if you're paying for a policy with us, they need to um get with the billing department to see why you're not at it.
[CUSTOMER][NEGATIVE] You too. Not even right.
[CUSTOMER][NEUTRAL] OK, do y'all have plans for prescriptions?
[AGENT][NEUTRAL] We do not.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] So I need to look at my business. I could have, it might not be through y'all, it might be through somebody else then, I guess. I don't.
[AGENT][NEUTRAL] Right, it could be. But if it's, you know, as far as us, if you, if you are supposed to have a medical policy with us, yes, they need to make sure that you're at it. But as far as prescriptions, we don't handle prescriptions at all.
[CUSTOMER][NEUTRAL] Just say.
[CUSTOMER][NEUTRAL] The.
[AGENT][POSITIVE] That would be through someone else. OK. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] OK, alright, OK, alright, alright, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Sure