AccountId: 011433970860
ContactId: f8050e1c-4419-4d5c-a770-eff0d123bd94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135440 ms
Total Talk Time (AGENT): 55728 ms
Total Talk Time (CUSTOMER): 62308 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f8050e1c-4419-4d5c-a770-eff0d123bd94_20250116T19:15_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm calling because I'm looking into getting uh insurance for my deductible.
[CUSTOMER][NEUTRAL] So I don't know if you offer that service.
[AGENT][NEUTRAL] OK, is your employer currently contracted with us? Are you under a group that we sponsor?
[CUSTOMER][NEUTRAL] Mm, I don't know. No, I don't think so.
[AGENT][NEUTRAL] So you're inquiring about getting a supplement plan individually.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] We don't sell individual insurance. I do apologize. You have to be sponsored with one of our groups to have our products.
[CUSTOMER][NEUTRAL] Oh, OK. Um, I'm with AT&T.
[CUSTOMER][NEUTRAL] Does do you have AT&T?
[AGENT][NEUTRAL] I don't think so, but let me do this.
[AGENT][NEUTRAL] Check real quick, give me just a moment.
[CUSTOMER][NEUTRAL] Group insurance title, AT&T Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] Group Insurance is AT&T Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] That's what I have.
[AGENT][NEUTRAL] Yeah, we don't sponsor any company with AT&T that's affiliated with AT&T. It looks like we don't have anything AT&T.
[CUSTOMER][NEUTRAL] OK. OK. So, um, if I, if I do want to get a medical deductible insurance, I have to call a company that works with AT&T with, I mean, with Blue Cross Blue Shield?
[AGENT][NEUTRAL] The, no, you would have your employer would have to be contracted with us we only sponsor our products to groups and when we mean groups, we mean the employer who you work for.
[CUSTOMER][POSITIVE] OK. OK. All right. OK. Well, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, no, I guess I gotta find out if who AT&T works with.
[AGENT][POSITIVE] Yes, ma'am. All right.
[CUSTOMER][NEUTRAL] So I got yeah I gotta call them and see who they work with.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, well thank you
[CUSTOMER][POSITIVE] So I guess that's how I go about that. OK. All right, well, thank you so much. OK, bye-bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye. What?
[CUSTOMER][NEUTRAL] Looking for yeah.