AccountId: 011433970860
ContactId: c5354d09-c8dc-46a3-b55c-98ee1044a38f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100209 ms
Total Talk Time (AGENT): 22659 ms
Total Talk Time (CUSTOMER): 26910 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c5354d09-c8dc-46a3-b55c-98ee1044a38f_20250619T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] I have a United United Healthcare Insurance. Can I give you that number? I have to ask you some questions.
[AGENT][NEUTRAL] Um, so this is American Public Life. I wouldn't be able to have anything that's affiliated with United Healthcare. Um, are you insured with American Public Life?
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] No, I am with United Healthcare, but they said, uh, I can have a gap coverage with ACL.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] You have a secondary medical policy with us, correct?
[CUSTOMER][NEUTRAL] Yeah, that's what I want to know. I don't have the card, so they told me to call you guys.
[AGENT][NEUTRAL] Oh, I see. OK, so I can you're needing the policy number and ID card, um, OK.
[CUSTOMER][NEUTRAL] Yeah, the ID number is 560.
[CUSTOMER][NEUTRAL] 566.
[CUSTOMER][NEUTRAL] 48,200.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.