AccountId: 011433970860
ContactId: ad44f719-20a1-4863-91fe-fef9c964ecc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371420 ms
Total Talk Time (AGENT): 153184 ms
Total Talk Time (CUSTOMER): 76976 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ad44f719-20a1-4863-91fe-fef9c964ecc4_20250408T20:41_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to see if you would be able to mail me a copy of um coverage.
[AGENT][NEUTRAL] OK. Uh, let me get your name and a callback number.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy with uh policy number with us?
[CUSTOMER][NEUTRAL] Um, I don't, I'm sorry, can I give you my social?
[AGENT][NEUTRAL] Oh, that's OK. Yeah, hold on one moment, let me get to the correct screen. OK, and what is the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. If you could verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying your account. And you'd like a copy of your policy?
[CUSTOMER][NEUTRAL] Yes, please. I'm, I'm um.
[AGENT][NEUTRAL] OK. So have you, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Sorry, I'm in the car, so I think it echoes our voices.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. So have
[CUSTOMER][NEUTRAL] Um, I'm set up for, oh sorry, go on.
[AGENT][NEUTRAL] I'm sorry, let me, OK, go ahead.
[CUSTOMER][NEUTRAL] Um, I'm set up for a colonoscopy and an endoscopy, and I'm just wondering what type of, uh, whatever I can get from GA during that.
[AGENT][NEUTRAL] Oh OK. OK, no problem. Now let me ask you this, have you created an account online with us?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, OK, because you, that's the easiest way to um get your policy and quickest, um, as far as, you know, waiting for them to mail it out, um.
[AGENT][NEUTRAL] I show you have an email address on file. Now, that's up to you. Do you, would you still want it mailed out or would you like to go online and just print it uh from the online portal?
[CUSTOMER][NEUTRAL] Um, are you able to email it instead of actually physically mailing it?
[AGENT][NEUTRAL] Uh, let me make sure they try not to email too many things for privacy due to privacy, but let me.
[AGENT][NEUTRAL] Check. Hold one moment for me.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So this medium.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you for holding. I apologize for the wait. Uh, now, um,
[AGENT][NEUTRAL] Would you like me to email it to the email address we have on file? Would you like to uh verify that email address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, is that the address you'd like us to use?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get that.
[AGENT][NEUTRAL] OK. I will get that emailed to you. Uh, it has been sent. Uh, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, do you happen to know if that plan will, um.
[CUSTOMER][NEUTRAL] Help me pay for the going off OK.
[AGENT][POSITIVE] Yes, I can.
[AGENT][NEUTRAL] I can verify your benefits for you. Please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] Uh, so, um, you said this is for colonoscopy?
[CUSTOMER][NEUTRAL] Uh, colonoscopy and endoscopy at the same time.
[AGENT][NEUTRAL] Endoscopy. OK, so your policy would cover both, uh, under your outpatient benefit. Uh, it looks like your outpatient uh benefit for the calendar year pays up to $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome, [PII], you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.