AccountId: 011433970860
ContactId: e19050d1-4013-4bf9-bd7d-3a10884a4090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64279 ms
Total Talk Time (AGENT): 26211 ms
Total Talk Time (CUSTOMER): 28513 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e19050d1-4013-4bf9-bd7d-3a10884a4090_20250520T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I got a, I got a question.
[CUSTOMER][NEUTRAL] Um, when I go to the doctor's office, what do I call the insurance Malink or what?
[AGENT][NEUTRAL] It's American.
[CUSTOMER][NEGATIVE] Because they can't save me.
[AGENT][NEUTRAL] It's American public life, it will be your secondary or your gap policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, because uh they couldn't find it in the system yesterday.
[CUSTOMER][NEUTRAL] So that's why I was asking.
[AGENT][NEUTRAL] Yes, it's your gap policy, and they can always call and verify your benefits as well.
[CUSTOMER][NEUTRAL] I was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said gap gap policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it follows your primary.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you.