AccountId: 011433970860
ContactId: 0b6c7c95-a0a5-401a-a2c8-d87dfe33c3af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190720 ms
Total Talk Time (AGENT): 79696 ms
Total Talk Time (CUSTOMER): 56349 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/0b6c7c95-a0a5-401a-a2c8-d87dfe33c3af_20250227T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII], um, we, uh, signed up so we have benefits starting [PII].
[CUSTOMER][NEUTRAL] And we haven't been able to access the portal um to you know download our cards and everything so we're just wondering how to do that.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], um, and do you have your policy number yet, sir?
[CUSTOMER][NEGATIVE] Uh, no, I don't. I got my email that I signed up for everything, but I don't, didn't get a, uh, another email or anything with the.
[CUSTOMER][NEGATIVE] All that information. My wife has tried to access the portal and it won't let her access it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you have a social security number so I could pull in your policy numbers that way?
[CUSTOMER][NEUTRAL] Sure, it's uh mine is [PII].
[AGENT][NEUTRAL] OK, let me pull up here.
[AGENT][NEUTRAL] Policies.
[AGENT][NEUTRAL] OK, and your benefits aren't supposed to start until [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and is the policy going to be under your name or is it gonna be under your wife's name?
[CUSTOMER][NEUTRAL] Let me see, um, [PII].
[AGENT][NEUTRAL] Your name OK and then what is the name of your employer?
[CUSTOMER][NEGATIVE] Mm, I'm not getting this through my employer.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So what is the name of the do you have, you're not getting the benefits through your employer, you're trying to get them individually?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes, we have them individually, yes.
[AGENT][NEUTRAL] OK, our company does not sell individual policies. We only sell through groups.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you with Business Workers of America?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, that answers everything for me.
[CUSTOMER][NEUTRAL] Oh right, sorry.
[AGENT][NEUTRAL] I'm gonna need to transfer you on over to them so that they can help you further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. It's gonna be just a second, let me get their phone number.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold while I transfer you on over, um, Mr. [PII], and I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright, you do the same thank you.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you for