AccountId: 011433970860
ContactId: ccfa28e2-8dfa-47aa-bbdc-0f4df01e318b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112099 ms
Total Talk Time (AGENT): 27860 ms
Total Talk Time (CUSTOMER): 68439 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/2025/01/13/ccfa28e2-8dfa-47aa-bbdc-0f4df01e318b_20250113T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I just was wondering um how much you guys cover in urgent care, like for the co-pay and stuff?
[AGENT][NEUTRAL] May I have your name and policy number?
[CUSTOMER][NEUTRAL] Cause I know that this is a gap insurance.
[CUSTOMER][NEUTRAL] Yes, um, the, my, it's a family insurance that my dad has, so the name would be [PII].
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Oh, OK. [PII]. So [PII]
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 009, yeah.
[CUSTOMER][NEUTRAL] Sorry, but I, I have the, the equipment now, but I, I will be calling you back. What? Yeah, can you, can you, yeah, hi, sorry, what was the question?
[AGENT][NEUTRAL] I'm needing the policy number.
[CUSTOMER][NEUTRAL] The policy number, yes. Hold on one moment. OK. 00948722.
[AGENT][NEUTRAL] And is this a different person or is this the same person that was just on the phone?
[CUSTOMER][NEUTRAL] Um, I'm just reading the number out loud for her. She's right here. I'm right here. Sorry, I must.
[AGENT][NEUTRAL] OK, so, uh, if I'm gonna speak with two different people, I'm gonna need to know who am I speaking with?
[CUSTOMER][NEUTRAL] OK. I am [PII].
[CUSTOMER][NEUTRAL] I am [PII]'s friend.
[AGENT][NEUTRAL] OK, I'm gonna need to speak with the policy holder or the person that is listed on the policy.
[CUSTOMER][NEUTRAL] I'm, I'm calling you on the phone. Sorry, yeah, I'll call back, right, sorry.