AccountId: 011433970860
ContactId: b1f0a815-d67c-47f3-990a-a1d52310e550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124000 ms
Total Talk Time (AGENT): 57598 ms
Total Talk Time (CUSTOMER): 73890 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b1f0a815-d67c-47f3-990a-a1d52310e550_20250602T16:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, hi, [PII]. This is a dumb call, I guess, but, um, I was just talking to my medical facility, and I told them that I had APL. I have already called your office earlier today and confirmed, you know, benefits, but the girl was looking for APL and she said, well, what's the name of, what does APL stand for? because she couldn't find it in their computer at the medical office. So what do I tell them to look under?
[AGENT][NEUTRAL] OK, there's no way for them to.
[CUSTOMER][NEUTRAL] I don't have my card with me, so.
[AGENT][NEUTRAL] So there's no way for them to, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm one of your group members. Oh, OK. Yeah, but yeah, yeah.
[AGENT][NEUTRAL] I just talked to you.
[AGENT][NEUTRAL] Yeah, I just talked to you, um, so there's no way for them to pull to, to view your benefits in any computer system. We're not a major medical company, we're your gap company. So they will have to call. They're going to have to pick up the phone and call us to verify your benefits, but there's no, there's nothing for them to look up.
[CUSTOMER][NEUTRAL] Huh, OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I told her. Isn't this doubling the effort to
[CUSTOMER][NEUTRAL] OK, perfect, because he's like, oh no, give me the name because I'm looking it up and I'm like, you know, well we're doubling the efforts. I mean, you're gonna have to call to talk to them, so can't you just call? No, no, give me the name and I'll look them up. I'm like, what? So I mean this is crazy. OK, so I'll tell them they have to call.
[AGENT][NEUTRAL] Yeah, but our name is American Public Life, but they have to call to get your benefits. There's nothing like normally with major medical they can go in the system that they have and pull you up the company name and the group name, or excuse me, group number, um, but with this, we're, you know, we're, we're the gap insurance so they can't do it that way. They're gonna have to call.
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got it. Got it. OK. Thank you very much. I'll call the girl and tell her to pick up her phone and call. All right. Thank you so much. All right. OK. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you you have a good day bye bye.
[CUSTOMER][NEUTRAL] You