AccountId: 011433970860
ContactId: f2fd4b57-4d84-431a-b1e5-e9ac4ea2f23a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276559 ms
Total Talk Time (AGENT): 85570 ms
Total Talk Time (CUSTOMER): 101518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/f2fd4b57-4d84-431a-b1e5-e9ac4ea2f23a_20250205T16:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling IT is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was calling because I changed jobs and I was trying to see how do I keep my insurance.
[AGENT][NEUTRAL] OK, let me get your name and I can look that up, look at that for you. It's [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Do you spell yours [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK, minus the [PII] OK. Do you have your policy number?
[CUSTOMER][NEGATIVE] Uh, no, not on hand.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] I have health and life.
[AGENT][NEUTRAL] And verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And, and your email address on file please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm I show a Gmail account but it's a different email.
[CUSTOMER][NEUTRAL] It is it is it [PII] transportation [PII]?
[AGENT][NEUTRAL] Yes, that's the one it is, that's on file, OK, and thank you for verifying that information.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So it looks like this policy is administered by a different company called Web TPA.
[AGENT][NEUTRAL] And I'm gonna need to get you transferred to that location to answer your question, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. Experience longer wait times. If this is not an urgent matter, please call back at a later date. Thank you for your patience.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with American Public Life Insurance Company. I have an insured on the phone. Excuse me one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] I have an insured on the phone um with policy number 00.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] 248-79005.
[AGENT][NEUTRAL] For a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Oh wait a minute try again 002487905.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], there he is. OK.
[AGENT][NEUTRAL] Uh-huh. And then his date of birth is [PII]. He has a question regarding his benefits.
[CUSTOMER][NEUTRAL] OK, I have him right here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][POSITIVE] Yes I am thank you.
[AGENT][POSITIVE] OK, thank you, [PII], here he comes.