AccountId: 011433970860
ContactId: e1e42741-b15a-46e5-b1e1-38dfaba1fea9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224550 ms
Total Talk Time (AGENT): 81178 ms
Total Talk Time (CUSTOMER): 80853 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e1e42741-b15a-46e5-b1e1-38dfaba1fea9_20250613T13:19_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] Hi [PII]. My name is [PII]. I recently received my APL dental, uh, card, medical card, I mean on my ID cards. I'm trying to get my member ID for my medical.
[AGENT][NEUTRAL] May I have your social security number and I'll look it up.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Can you verify your date of, I'm sorry, your mailing address and your email, please, [PII].
[CUSTOMER][NEUTRAL] Alright, my email is [PII] my last [PII], and my address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Your policy number for your medical will be 0261.
[AGENT][NEUTRAL] 67777.
[CUSTOMER][NEUTRAL] OK, and what's the group?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The group would be 16068.
[CUSTOMER][NEUTRAL] OK 16068.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, and uh I think they may ask for a plan as well.
[AGENT][NEUTRAL] This is through.
[AGENT][NEUTRAL] This is a hospital indemnity plan and it is through American Public Life.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And I have one more question.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, is there any way I could give you like a doctor's office like address or something and you can put it in to see if you accept them because on the website it only lets me look up dental. It doesn't let me look up like.
[CUSTOMER][NEUTRAL] I'm just trying to go get a a yearly checkup.
[AGENT][NEUTRAL] Yes, with this plan, let's see if they have anything listed on your card. There is no network. Let's see.
[AGENT][NEGATIVE] Uh, and this one does not. Sometimes they will give you a group where you can go into that group and put in a zip code, but this one does not. So there is no list of providers for this hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you, so it's a possibility I can go to this doctor's office and it won't be covered, basically.
[AGENT][NEUTRAL] Correct. You would just present your card and ask them, do they accept it. They can always call us and verify your benefits as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.