AccountId: 011433970860
ContactId: 0090378e-9723-442e-bc0e-2c53f4aa141c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198770 ms
Total Talk Time (AGENT): 89039 ms
Total Talk Time (CUSTOMER): 70208 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0090378e-9723-442e-bc0e-2c53f4aa141c_20250507T15:42_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I've got a member on my back line. She's looking over the documents, your APL documents she had received while receiving her policy, um, and she's saying that there's conflicting information.
[CUSTOMER][NEUTRAL] She just wants to be verified where her exact coverage is through your.
[AGENT][NEUTRAL] OK, so she has a
[AGENT][NEUTRAL] OK, so she needs her benefit information.
[AGENT][NEUTRAL] And she's stating that her policy certificate that she received has conflicting information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, um, and what is her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Trophy.
[CUSTOMER][NEUTRAL] Do you need her member ID or the spelling of her name?
[AGENT][NEUTRAL] Yes, yes, please, the member ID.
[CUSTOMER][NEUTRAL] Our member ID is 684.
[CUSTOMER][NEUTRAL] 452.
[CUSTOMER][NEUTRAL] 473.
[AGENT][NEUTRAL] 684-452-473 is her policy number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. I got a quick question for you though. Does she work for Business Workers of America?
[CUSTOMER][NEUTRAL] That's where her policy through, yes ma'am.
[AGENT][NEUTRAL] OK, let me go ahead I'm going to need to transfer you on over to Business Workers of America so that she can get her benefit information through them um it's gonna be a quick hold let me look that number up real quick.
[CUSTOMER][NEUTRAL] Question, if her policy is still there, um, why did her documents that she received say it's American uh public life?
[AGENT][POSITIVE] Because we're in partnership with them.
[CUSTOMER][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] OK, alright, so the phone number.
[CUSTOMER][POSITIVE] Understood thank you so much you don't have to transfer me over. I was just trying to get to the bottom of that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, go ahead with that telephone number. I would just want, mhm.
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Yes sir, uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And if you want I can transfer you.
[AGENT][NEUTRAL] Yeah. Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, did you want me to transfer you?
[CUSTOMER][POSITIVE] Oh no need, no need. I have that, uh, that telephone number. Thank you so much.
[AGENT][POSITIVE] OK, awesome thank you and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Elite teams.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you sir and thank you for calling APL today. Is that everything else I can help you with before we go, sir?
[CUSTOMER][POSITIVE] That, that is it. Thank you so much.
[AGENT][POSITIVE] All right well you have a wonderful week.
[AGENT][NEUTRAL] Bye-bye, [PII].
[CUSTOMER][NEUTRAL] You too.