AccountId: 011433970860
ContactId: a32ccd6f-b12b-47eb-a53f-19dff39701e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446250 ms
Total Talk Time (AGENT): 93112 ms
Total Talk Time (CUSTOMER): 50469 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/a32ccd6f-b12b-47eb-a53f-19dff39701e5_20250124T18:49_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, um, I was thinking about signing up for the.
[CUSTOMER][NEUTRAL] The benefits in the card thing and I just wanted to know if it counted to my uh California requirement of health insurance.
[AGENT][POSITIVE] Um, that is an excellent question. Um, let me see the brochure.
[AGENT][NEUTRAL] Um, for your company, one second.
[CUSTOMER][POSITIVE] Yeah, it was Creative circle.
[AGENT][NEUTRAL] Circle, OK.
[AGENT][NEUTRAL] Uh, creative circle out of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I'm in [PII].
[AGENT][NEUTRAL] Alright, do you mind if I just put you on a quick hold while I look at this?
[CUSTOMER][NEUTRAL] That's fine, yeah, that's fine. Go ahead.
[AGENT][POSITIVE] Absolutely, and I should have asked sooner but I'm so sorry. Do you mind if I also just grab your quick uh name and a quick callback number in case we got disconnected?
[CUSTOMER][NEUTRAL] Oh yeah, yeah, that's fine it's [PII].
[AGENT][NEUTRAL] And what's a good call back number for you?
[CUSTOMER][NEUTRAL] It's area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I'm gonna put you just on a quick brief hold and I will be right back with you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, are you still there with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, so I tried to look through that brochure. I'm not seeing the information as far as compliance for your California guidelines, um, but what I'd like to do if it's OK with you is I'd like to get you in touch with Benefits and a card, the company that um puts all of the policies together to see if they might be able to get you um that information.
[CUSTOMER][POSITIVE] Oh, it's funny because that's who transferred me to you.
[AGENT][NEUTRAL] Oh, what? OK, so.
[CUSTOMER][NEUTRAL] So one thing I did see is it doesn't replace healthcare insurance. So I'm wondering if that's uh
[AGENT][NEUTRAL] So what I see on here.
[AGENT][NEUTRAL] It's just that APL products are not meant to meet any individual minimum essential coverage requirements of the Affordable Care Act, but I'm not seeing anything as far as like [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Um, I do know our policy is considered a supplemental.
[CUSTOMER][NEUTRAL] Yeah, but what you just said.
[CUSTOMER][POSITIVE] Yeah, I got it. What you just said, got it.
[CUSTOMER][POSITIVE] So, OK, thank you.
[AGENT][POSITIVE] Oh, it's my pleasure. Um, I am, I'm sorry, I guess I didn't get that information to you quicker, but I really wish you the best of luck in picking out your insurance needs.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] No worries take care.