AccountId: 011433970860
ContactId: d101ba62-c85c-42e8-bc59-82c8dd852eb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310519 ms
Total Talk Time (AGENT): 144069 ms
Total Talk Time (CUSTOMER): 149454 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d101ba62-c85c-42e8-bc59-82c8dd852eb3_20250107T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, who is this?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, um, I received something in the mail. I is this an advertisement or something for American Public Life?
[AGENT][NEUTRAL] We're an insurance company. It could be, um, your policy or ID card.
[AGENT][NEUTRAL] If your company has insurance through us.
[CUSTOMER][NEUTRAL] No, it
[CUSTOMER][NEUTRAL] No, um, I, I, I don't know, that's why I'm calling because I see on the card where it says this is not a major medical plan.
[AGENT][NEUTRAL] OK, so you must have a, we, we only do supplemental insurance.
[AGENT][NEUTRAL] So that's what it's letting you know that it's not a major medical, that it's a supplemental insurance.
[CUSTOMER][NEGATIVE] So this is really not connected to my job then.
[AGENT][NEUTRAL] It would, well, it would have to be because we only sell to employers.
[AGENT][NEUTRAL] And you know their employees.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, right, but what I'm saying is that I have, I have insurance with my company already.
[CUSTOMER][NEUTRAL] So, so what is this? I, I, I'm trying to find out information.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, sir, if you'll give me that certificate or policy number, I'll pull it up, we'll do a quick uh short little verification and then I can give you more information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright it says 02581609.
[AGENT][POSITIVE] Thank you, and you're with Celsius Inc.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] All right, thank you. And may I have your name, please?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], let's verify your date of birth and then your address, please, sir.
[CUSTOMER][NEUTRAL] Uh, I'm not giving you my date of birth. I'm not doing that. I, I'm, I, I'm calling to ask for information.
[AGENT][NEUTRAL] Oh, OK. Can we verify your address?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why do you need all that, ma'am? Why do you need all that? I mean, you see.
[AGENT][NEUTRAL] Just to make sure I'm not, make sure I'm not giving somebody else your information.
[CUSTOMER][NEUTRAL] Well, how do I know this is even legit ma'am? That's why I'm calling you.
[AGENT][NEUTRAL] OK, OK, you could contact your employer and ask them if you have a gap policy with APL.
[CUSTOMER][NEUTRAL] What is a gap?
[AGENT][NEUTRAL] A gap. Yes, sir. It works with your major medical.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I say, OK, so gap is what if I be unemployed or something like that?
[AGENT][NEUTRAL] No, sir. It works with your major medical and helps with the deductible.
[AGENT][NEUTRAL] Anytime you present your major medical card, you would present your uh this gap card with it.
[CUSTOMER][NEUTRAL] No, I, I'll go.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Your benefits department may can explain it better to you um they may have some documents, uh, brochures or something they can give to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yeah, because this, I, I've, I mean, I've worked for major companies. I'm the, I've never had anything. I got one car for insurance and, and then I've never received nothing like this, so I don't know if this is a scam or what.
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] Well, it's not a major medical. It works with your major medical. You present them both at the same time.
[CUSTOMER][NEUTRAL] I mean, OK, but if it's not a major medical, ma'am, and, and I'm just asking questions cause I just need to know. So, so if it's not a major medical, medical plan, what does it do? If it doesn't pay anything, you know, it, it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] It helps pay towards your deductible.
[CUSTOMER][POSITIVE] It helps pay towards my deductible.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Yeah, I'm gonna have to call my HR and find out because this doesn't sound like a scam. I'm not gonna do this right now, thank you.
[AGENT][NEUTRAL] OK, yes, so please call your uh benefits department. They could, they can confirm with you that it is a legit benefit that our company, that, you know, they get through our company.
[CUSTOMER][NEUTRAL] Well, I'm just saying, um, I've worked for tobacco, uh, tobacco corporation and I've never had anything like this. They just gave me the, I, I just, I, I, I just got the Blue Cross Blue Shield. It wasn't no, no gap and all that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, we're not connected with Blue Cross Blue Shield, but it does work with your major medical.
[CUSTOMER][NEGATIVE] Well, no, no, no, no, no.
[CUSTOMER][NEGATIVE] No, no, that I'm gonna give you an example. I've never received anything else besides the medical card from whatever my major um insurance is. I never received anything from a third party or or secondary insurance. And what got me was this, where it says this is not a major medical plan, why I mean, why do I need this thing?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Well, it's just uh it's uh it's a benefit your company offered you all through our company.
[CUSTOMER][NEUTRAL] If it's not doing anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Mm, well, I, I'll have to look into it, thank you.
[AGENT][NEUTRAL] Yes, sir, please, please check with your benefits department. They can confirm everything with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. All right. Have a good day.
[AGENT][POSITIVE] You're welcome. You too, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.