AccountId: 011433970860
ContactId: af205bda-c3e6-42a6-bad1-a4649c032656
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147750 ms
Total Talk Time (AGENT): 35674 ms
Total Talk Time (CUSTOMER): 57919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/af205bda-c3e6-42a6-bad1-a4649c032656_20250428T20:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I was speaking to another person. I don't know if he transferred me somewhere else, um.
[CUSTOMER][NEUTRAL] I was trying to get a letter for um my insurance showing what type of medical coverage I have. I live in [PII].
[CUSTOMER][NEUTRAL] And there's like uh it's called notice of qualified health coverage for [PII] no fault auto insurance.
[CUSTOMER][NEUTRAL] I think he really wasn't familiar with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is that something you're familiar with? Does that?
[AGENT][NEUTRAL] What do you have a policy number with us?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] You have your policy number?
[CUSTOMER][NEUTRAL] Uh, do I have, um, no, I don't have my policy number in front of me.
[AGENT][NEUTRAL] OK, so you, you have a medical plan with American Public Life?
[CUSTOMER][NEUTRAL] Yes, I mean, I, I think that's the name of the company. Yes, I guess maybe that's where he transferred me to you guys. I'm not sure. I was talking to someone that benefits on a car, in a car.
[CUSTOMER][NEUTRAL] So I'm thinking did he transfer me to this is the person OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your last name
[CUSTOMER][NEUTRAL] Are you the actual coverage company? I guess you didn't really tell me. You just say, hold on. Last name is [PII]
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me take you off the speaker.
[CUSTOMER][NEUTRAL] Hear me?
[AGENT][POSITIVE] Yes, I can hear you. Yes I can.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get you back into our queue because I can't search, search my name. My computer is having issues with name searching. If you had your policy number, I could look it up, but that's the only thing I can search by. Um, so let me get you back into our queue, OK?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.