AccountId: 011433970860
ContactId: a9337d78-23b3-4ec6-bd8e-afc778e4ef42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295660 ms
Total Talk Time (AGENT): 113323 ms
Total Talk Time (CUSTOMER): 126882 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a9337d78-23b3-4ec6-bd8e-afc778e4ef42_20250624T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I'm looking to get a copy of my, um, insurance card and my member ID.
[AGENT][NEUTRAL] OK. So you do not have your ID number?
[CUSTOMER][NEGATIVE] No, not on me, can't seem to find it and I tried logging in online and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Tell me I don't have the right password.
[AGENT][NEUTRAL] OK, may I have your social security number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify your mailing address and your email?
[CUSTOMER][NEUTRAL] I don't know if you guys have my old address on file uh [PII]. That's my current address.
[AGENT][NEUTRAL] OK, because we have [PII].
[CUSTOMER][NEUTRAL] Is that what you guys have?
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK and then your email address?
[CUSTOMER][NEUTRAL] Uh, it's just my [PII].
[AGENT][POSITIVE] Thank you for verifying that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying that information. So your policy number will be 0162.
[CUSTOMER][NEUTRAL] so far.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Oh sorry, hold on.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] 01622325
[CUSTOMER][NEUTRAL] OK, and there's there, is there like a group number or?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] The group number is 15185.
[CUSTOMER][NEUTRAL] 15185
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect. And then when they're searching, it's just American public life, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect. Um, can I have my, um, insurance card emailed?
[AGENT][NEUTRAL] Yes, let me get this back open.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] And it's your first and last name [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'll get this sent over, get the address changed, the city and state changed for you. I'm sorry, the city.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm sorry, the zip code again is?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll put these changes in. I'll get this card um emailed over to you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for, yes.
[CUSTOMER][NEUTRAL] Oh, I, I'm sorry, I do have a question and I don't know if you can answer. It's more like a, a benefits question.
[CUSTOMER][NEUTRAL] Is that something you can help me or is that a different department?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I just wanted to confirm, I know that it covers, um, like co-payments for like ER visits. I didn't know if it covered like specialty visits. I do see um an endocrinologist like every 3 to 6 months, and I'm paying for.
[CUSTOMER][NEUTRAL] The deductible every time I go and see that doctor. I am undergoing treatment.
[AGENT][NEGATIVE] OK, please be advised.
[CUSTOMER][NEUTRAL] And that's something we covered?
[AGENT][NEUTRAL] Please be advised verification of coverage does not guarantee the payment of a claim. Would that be in a specialist office visit or physician's office?
[CUSTOMER][POSITIVE] Um, a special.
[AGENT][NEUTRAL] OK, so under this policy, it does not pick up services rendered in the doctor's office.
[CUSTOMER][NEUTRAL] Specialty.
[AGENT][NEUTRAL] Outpatient, yes.
[CUSTOMER][POSITIVE] OK awesome that's just the emergency room.
[CUSTOMER][NEUTRAL] An outpatient?
[AGENT][POSITIVE] Yes, it does. Yes, ma'am, it does.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.