AccountId: 011433970860
ContactId: ef41c75c-b911-4778-907a-0aabb527de7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229940 ms
Total Talk Time (AGENT): 85318 ms
Total Talk Time (CUSTOMER): 44939 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ef41c75c-b911-4778-907a-0aabb527de7f_20250414T16:56_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] OK, um, so I was trying to figure out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Trying to figure out how much you guys cover for an allergy specialists.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't have a policy number.
[AGENT][NEUTRAL] So do you have a policy with us?
[CUSTOMER][NEUTRAL] I have an insurance with you that's been started recently, but
[AGENT][NEUTRAL] OK, may I have a social to pull your policy up?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The last 4?
[AGENT][NEUTRAL] I'm needing the social to pull the policy up.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm not seeing a policy.
[AGENT][NEUTRAL] In the system for you.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Because they were saying that you guys are the carrier.
[AGENT][NEUTRAL] OK, who said that we were the carrier?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Benefits on the card.
[AGENT][NEUTRAL] OK, I'm not seeing, when I put your social in, I'm not pulling up your name in our system.
[AGENT][NEUTRAL] Normally benefit in a car handles the wellness and we normally handle the medical, but I'm not seeing anything in our system with your social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's why I'm trying to figure out what guys you cover on the medical.
[AGENT][NEUTRAL] I couldn't give you that information unless you had a policy with us that I can pull up your benefit package.
[CUSTOMER][NEUTRAL] So you guys aren't the carriers question then?
[AGENT][NEUTRAL] We are the insurance company, but if I'm not able to pull up your benefit or your plan in our system, I can't verify benefits with you to tell you what we cover.
[CUSTOMER][NEUTRAL] OK, do you know when that'll show up?
[AGENT][NEUTRAL] I'm not sure. Do when did benefit in the car say that you were active?
[CUSTOMER][NEUTRAL] They said 2 days ago.
[AGENT][NEUTRAL] OK, so either the company has not submitted your paperwork over to us, but as of right now you're not in our system.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now you may wanna speak with your HR department to see if they've submitted that paperwork over and if they do have a selected as an insurance company.
[AGENT][NEGATIVE] Because you should have received the card if we had received the paper.
[AGENT][NEUTRAL] The application.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK, that's all.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Well, I do want to thank you so much for calling American Public Life. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.