AccountId: 011433970860
ContactId: a7e8edf9-189d-4459-93fc-7ce5f19c0c11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269540 ms
Total Talk Time (AGENT): 57684 ms
Total Talk Time (CUSTOMER): 129686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a7e8edf9-189d-4459-93fc-7ce5f19c0c11_20250625T18:45_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I kinda have a weird question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know who to ask it to, um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I was looking for health insurance.
[CUSTOMER][NEUTRAL] And I contacted somebody and they said they set me up.
[CUSTOMER][NEUTRAL] Through you guys for having health insurance.
[CUSTOMER][NEUTRAL] Does that make sense or no?
[AGENT][NEUTRAL] Um, yeah, we do like supplemental policies, uh, for insurance.
[CUSTOMER][NEUTRAL] So what is supplemental I guess.
[AGENT][NEUTRAL] Um, so just, do you have, can I look up your last name or social and see if you're on our system?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Cause like I just, I was looking for health insurance. The people on the phone, they were really quick and then all of a sudden they're like, OK, well, you'll be covered on Saturday cause they're not taking the payment until Friday and then I like don't have any information on anything of it. So I didn't know if I got scammed or like if it's a legit thing.
[AGENT][NEUTRAL] OK. Um, what was your last name?
[CUSTOMER][NEUTRAL] [PII] M.
[AGENT][NEUTRAL] Uh [PII] N.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Um, I don't show you in our system. Um, do you know who you, who you were speaking with, or?
[CUSTOMER][NEUTRAL] Um, his name was [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But it was, it was weird. So like I went on to
[CUSTOMER][NEUTRAL] I don't even know how I got redirected and I was just in such a hurry this morning and.
[CUSTOMER][NEUTRAL] I don't know what happened, but I clicked on like Blue Cross Blue Shield because I was just trying to get insurance and then it sent me to this other thing and then it was.
[CUSTOMER][NEGATIVE] Get healthinsurance.org or something I don't know what it was and then it sent me to somebody who said they set me up for you guys so I got, I feel like I kind of got tossed around from person to person to person before I got.
[CUSTOMER][NEUTRAL] Set up and then.
[CUSTOMER][NEUTRAL] I just, I guess I don't know and and they said that they're not taking the payment out until Friday.
[CUSTOMER][NEGATIVE] So maybe that's why I'm not in the system and it just happened this morning or maybe I got scammed and I don't know what the hell is happening.
[AGENT][NEUTRAL] Yeah, I don't show you in the system. um, do you have a contact number you can reach back out to them?
[CUSTOMER][NEUTRAL] I could, yeah I do I I have it at home. I'm not, I'm not home right now, so I would have to get home first and then try to figure that out, but um, yeah, I wonder if I wouldn't be in the system because they didn't take my payment or I don't know, I don't know how quickly it updates.
[AGENT][NEUTRAL] Did they tell you when you would be effective?
[CUSTOMER][NEUTRAL] Uh, Saturday.
[AGENT][NEUTRAL] Saturday.
[CUSTOMER][POSITIVE] So they're taking my payment on Friday and then I would be, um, I would be covered.
[AGENT][NEUTRAL] Beginning [PII].
[CUSTOMER][NEUTRAL] Starting Saturday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I mean, typically if we receive eligibility it is closer to the start date, but um I would give them a call back and see if you can get some clarification from them because I don't show you in our system so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well I appreciate your help.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Yeah you too thank you.
[AGENT][POSITIVE] Thank you.