AccountId: 011433970860
ContactId: 0032501e-c970-47d9-ae5c-8ddd9104b084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523070 ms
Total Talk Time (AGENT): 186208 ms
Total Talk Time (CUSTOMER): 277169 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/0032501e-c970-47d9-ae5c-8ddd9104b084_20250106T14:43_UTC.wav
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[AGENT][POSITIVE] One of the gracias apeleiamoliar.
[CUSTOMER][NEUTRAL] The bonofias uh yoya maya sepopoorqueamente la overtulaia 1 laps.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] no sin singing and tado no capaso.
[CUSTOMER][NEUTRAL] Pinamente.
[AGENT][NEUTRAL] OK. What what are you asking?
[CUSTOMER][POSITIVE] A see perfect gracias.
[AGENT][NEUTRAL] I said equala de la polia.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] A tango golfer.
[CUSTOMER][NEUTRAL] A dog.
[CUSTOMER][NEUTRAL] Say simple.
[CUSTOMER][NEUTRAL] Cie says uno.
[AGENT][NEUTRAL] Iomoianos.
[CUSTOMER][NEUTRAL] Enrique [PII].
[AGENT][NEUTRAL] You me.
[CUSTOMER][NEUTRAL] Disembre benticuatro miloreciento sao.
[AGENT][NEUTRAL] OK, Eales ladrexion de la casa por favor.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Tauno [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII] reso.
[AGENT][NEUTRAL] OK, grass and the middle it's 11 or 44.
[CUSTOMER][NEUTRAL] Viacoma?
[AGENT][NEUTRAL] And that's telephony.
[CUSTOMER][NEUTRAL] Oh, a theater to see.
[CUSTOMER][NEUTRAL] Does the water.
[CUSTOMER][NEUTRAL] See in face Uno.
[AGENT][NEUTRAL] Equal Lima.
[CUSTOMER][NEUTRAL] It's Cavao who who.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, glasses.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah yes.
[AGENT][NEUTRAL] It's so tricky on the moment and the boa.
[CUSTOMER][POSITIVE] Good afternoon.
[AGENT][NEUTRAL] Yes there a moment T4.
[CUSTOMER][NEUTRAL] Be my glasses my mom my glasses.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Can I see yourself there moment detail.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Bringing.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hello, my friend. How are you doing? [PII].
[CUSTOMER][POSITIVE] Happy [PII]. I heard APL Spanish and I'm like, what?
[AGENT][NEUTRAL] I'm, I, I'm, I'm, I'm confused.
[CUSTOMER][POSITIVE] OK, well, I'll try to help you out. What's going on, girl?
[AGENT][NEUTRAL] Can you help me
[AGENT][NEUTRAL] So I have a Mr. [PII] on the line. Now the policy number he gave me is 246576-1, and this is the city of [PII] employee.
[CUSTOMER][NEUTRAL] Oh yeah, I'm working on that right now they had open enrollment um.
[CUSTOMER][NEUTRAL] Let's see, yeah, um, it shows that he is termed since [PII].
[AGENT][NEUTRAL] So this, I don't know what's going on, but that's not true. They had a claim for March processed on this this policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] However, there's another policy 1842027 that was active through [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] That was effective [PII].
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Yeah, um,
[AGENT][NEGATIVE] It's kinda all, it, it kinda looks like it got in a blender and didn't get, it didn't get.
[CUSTOMER][NEUTRAL] It, yeah.
[CUSTOMER][NEUTRAL] It did. It looks like um the pay to date rolled up too far on that [PII], but it should be under that first number you gave me.
[AGENT][NEUTRAL] Well, he's saying that he's still paying, of course, and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He's lap since [PII], um.
[CUSTOMER][NEUTRAL] And they ran the files just uh uh Thursday of last week I believe it was and.
[CUSTOMER][NEUTRAL] I see, I don't, he wasn't on the file because he didn't issue a new policy.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] He's gonna have to talk to his HR.
[CUSTOMER][NEUTRAL] Yeah, he needs to go to HR because um.
[CUSTOMER][NEUTRAL] It would have issued him a new policy had he been on the file, the new file for [PII] unless the Social Security numbers are messed up, um, he's on city of [PII] active.
[AGENT][NEUTRAL] And see he's got a
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on, give me just a second, let me look at something.
[CUSTOMER][NEUTRAL] I happen to be working on that group. hm I know it. Let's see quiz.
[AGENT][POSITIVE] How about that budget? Thank you, [PII]. Hm.
[AGENT][NEUTRAL] [PII], another little nugget today.
[CUSTOMER][NEUTRAL] Uh-huh, um, [PII].
[AGENT][NEUTRAL] Little God nugget. Hm.
[CUSTOMER][NEUTRAL] Yeah, he's not on there he's not.
[CUSTOMER][NEGATIVE] Mm he's gonna have to go there, go there and see what's going on because he is not um.
[AGENT][NEGATIVE] And he's got a claim for 11/20 that's not gonna be paid, well, I don't know if it'd be paid anyway, but.
[CUSTOMER][NEUTRAL] I was looking
[CUSTOMER][NEUTRAL] 11:20. Mm.
[CUSTOMER][NEUTRAL] Yeah, he's gonna have to go there because uh he he's not active and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] In fact, they never paid a premium.
[AGENT][NEUTRAL] But the premium, it looks like it was issued on that [PII] policy because it paid through 324.
[CUSTOMER][NEUTRAL] On him.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like it went to the wrong policy or something, maybe. I don't know. I don't know how that works.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, but if he had a claim for November, it's still.
[AGENT][NEUTRAL] Wouldn't have been, yeah.
[CUSTOMER][NEUTRAL] It wouldn't have been, yeah, I'm gonna get um I'll get billing to look at that.
[CUSTOMER][NEUTRAL] Um, 1842027 and 2465761 and see if they can if what happened on the premium on that one but yeah it still wouldn't have been paid. I don't know if they just failed to pay him or what but he needs to go to HR his HR and talk to him about it.
[AGENT][MIXED] I'll tell them. Well, I appreciate it. Now that just kind of was like something just doesn't feel right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it ain't [PII], is it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I needed some help, some expertise advice.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I hate it for him, but yeah, that's.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll um I'll write that down and send them and and see if somebody can help with that.
[AGENT][POSITIVE] I appreciate it. I hope you have a great day.
[CUSTOMER][POSITIVE] Well, no, I hope you have a good day too. You be good.
[AGENT][POSITIVE] Thank you, my friend. You too. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] OK, you too. All right, bye-bye.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEGATIVE] [PII] gracias [PII] you check on customer service. CA this inquenesisita black on the department that they recoursesumanos and trava.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see porque la polio uh terminado.
[AGENT][NEUTRAL] Binticuatro del Marso Desmil benticuatro Itaves for on aro yeah he is putting arnos.
[AGENT][NEUTRAL] Um, a departmental day records soumanos by Yammarinos.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, can deamallosa.
[AGENT][NEUTRAL] Uh nel miss numeral scientos when I say I say er.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can make you don't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, get out here.
[AGENT][NEUTRAL] I am asking you for.
[CUSTOMER][NEUTRAL] No, but I'm in case so that's something that's yes.
[AGENT][POSITIVE] I gracias apelequepa in the air.
[CUSTOMER][NEUTRAL] Yes, yes.