AccountId: 011433970860
ContactId: a8ed7139-70df-4f26-b523-5993d5d7d9a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207800 ms
Total Talk Time (AGENT): 73351 ms
Total Talk Time (CUSTOMER): 54311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a8ed7139-70df-4f26-b523-5993d5d7d9a1_20250117T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I just have a couple questions. Actually, I
[CUSTOMER][NEUTRAL] And signing up through Integrity Trace Services, which is a temporary agency.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just want, I just have a few questions regarding what I believe they would call VIP classic or VIP plus.
[AGENT][NEUTRAL] OK, so you do not currently have a policy, but you're contemplating enrolling and you have some questions regarding the plans available to your employer?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, yes ma'am, I can help you and who am I speaking with?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. So if you give me a moment please to um locate the information for that group.
[CUSTOMER][NEUTRAL] For integrity trade.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna take me just a moment to get.
[AGENT][NEUTRAL] This information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did they provide you the benefits on a car provide you with the brochures?
[CUSTOMER][NEGATIVE] You're breaking up. I, what did you say?
[AGENT][NEUTRAL] Did benefits and a card provide you the brochures for the plans available for your employer?
[CUSTOMER][NEUTRAL] An enrollment guide, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You might just know my main question.
[CUSTOMER][NEUTRAL] Um, since these are not major medical insurance plans, and they're like a hospital indemnity plan, can I decline this because they're hospital indemnity plans and still go on to [PII] to get a comprehensive health insurance plan?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh-huh, yes, ma'am.
[AGENT][NEUTRAL] Now, that would be a question for benefits in a card because, yes, ma'am, we're not a major medical insurance.
[AGENT][NEUTRAL] This is, this is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, this is not considered major, we are not a major medical carrier and this plan would be a just a limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And is there anything else then, [PII], that I could help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a.