AccountId: 011433970860
ContactId: f3e0b0d2-fb9c-403d-b1bb-c93a9490e784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187800 ms
Total Talk Time (AGENT): 62842 ms
Total Talk Time (CUSTOMER): 88270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f3e0b0d2-fb9c-403d-b1bb-c93a9490e784_20250326T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] I have a policy with you guys for medical um I never received a medical card, so I'm trying to at least get it like online or something so I could be able to schedule my appointments.
[AGENT][NEUTRAL] OK, I can help you with that. Um, let me see.
[AGENT][NEUTRAL] And can I get your social?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And Mr. [PII], do you mind verifying your um date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][NEUTRAL] And your phone number and email.
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying and you're needing cards, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh, I did get um a card because I called the people that I originally got the insurance from, which is, uh, Universal Trucking Insurance, and they sent me a card. We try to use that but apparently it's life insurance, not medical.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Our name is American Public Life, but it, it is medical, um, and I can email this card to you real quick.
[AGENT][NEUTRAL] Um, but it
[AGENT][NEUTRAL] It states on there that it's a group hospital indemnity, um.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Would you like for me to email that to you?
[CUSTOMER][NEUTRAL] Yeah, that's that's what I have and it says the.
[CUSTOMER][NEUTRAL] The policy number I guess is 025798889 group number 12028 is that the one right?
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] That's correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, if it's the same thing, then I guess I don't need it. Uh, I guess I'll just call the medical office again and, and tell them about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and they can call here and verify all the information and everything um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] If they need to, but um, yeah, that's your medical insurance. Mhm. They get confused with our name, um, a lot of companies do.
[CUSTOMER][NEUTRAL] Copy that.
[CUSTOMER][POSITIVE] Sounds good appreciate it.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, see you.
[AGENT][NEUTRAL] Mhm. Goodbye.