AccountId: 011433970860
ContactId: a4d24750-1f3a-4315-9cbe-d95aeb1c23d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332070 ms
Total Talk Time (AGENT): 149420 ms
Total Talk Time (CUSTOMER): 112000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/a4d24750-1f3a-4315-9cbe-d95aeb1c23d0_20250404T17:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling um.
[CUSTOMER][NEUTRAL] Concerning my health benefits.
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][NEUTRAL] Did you need to speak to someone about the benefits?
[CUSTOMER][NEGATIVE] Yeah, cause I never got my card in the mail to uh like go to the doctor or anything.
[AGENT][NEUTRAL] OK, you said you have not.
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK. Let me, um, I'm sure you don't know your policy number then.
[AGENT][NEUTRAL] Um, what is your name, sir?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is his wife. I have a question. Is this the policy number for Trans America or the policy for?
[AGENT][NEUTRAL] Um, it should be for APL.
[CUSTOMER][NEUTRAL] The medical.
[CUSTOMER][NEGATIVE] He never received anything in the mail, uh.
[CUSTOMER][NEUTRAL] From there.
[AGENT][NEUTRAL] OK, OK. Now I can look it up by name.
[CUSTOMER][NEUTRAL] He signed up
[CUSTOMER][NEUTRAL] He signed up for it and uh whenever the guy contacted him about getting benefits, and he did sign up for it, but the only thing they have seen him so far is the life insurance policy and the disability from Trans America. So when we contacted Transamerica this morning, they told us that the medical is a whole different department. So I contacted this lady this morning and she said that to call public.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Something
[CUSTOMER][NEUTRAL] I'm about to tell you what it is right now. And she first she said she could have sent him an email with the policy with uh with his, with his medical card, I mean with the medical, the medical card that they were gonna send, but she said, well she never sent it, so then we call her back and she said to call American Public Public Life.
[AGENT][POSITIVE] OK, yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK. And that is
[CUSTOMER][NEGATIVE] So we never, he never received any.
[AGENT][NEUTRAL] OK, OK. Let me look that up. Um, what is the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's your last name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK. OK. And what's the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Can you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] My [PII].
[AGENT][POSITIVE] I got you. OK, yes sir.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um it's just taking a second to pull it up. Um.
[AGENT][NEUTRAL] And what are you in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I think I see your policy.
[AGENT][NEUTRAL] OK. Now, will you verify your birthday and address for me, please?
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. I appreciate that and um would you also verify the phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. That is also what we show. Let's see, and we do not have an email address for you. Can I add one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's straight talk with one [PII].
[AGENT][NEUTRAL] OK, thank you. Let's see, and I do see this policy was effective [PII] for you. um, I'm looking for your ID card now I can get that mailed out to you and I can also email it to you um I'm just pulling this up just to make sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, can you, can you do both?
[AGENT][POSITIVE] Yes, sir, sure can. Yes, sir.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yes, I just want to make sure it was available for me to send to you and it is. I can get that email to you right now and also you can register your account online and you can view your policy and the ID cards there and view claim status um later on if you ever need to and you don't have to do that it's just available if you want it.
[AGENT][POSITIVE] Um, let's see, I'm just downloading this ID card to email to you and like I said, I, it will definitely be mailed out to you also. I'm sorry about that. You should have received that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but do you, do you need to speak to anybody about your benefits, anything like that?
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] No, I just I needed the card.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] I will get that to you. Um, it might take just a couple of minutes for it to come over to you, but I am getting that right now.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Yes, sir. But can I do anything else for you?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.