AccountId: 011433970860
ContactId: 0fee2c86-8b86-4557-bd7c-fcb49f2ba8e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185759 ms
Total Talk Time (AGENT): 71163 ms
Total Talk Time (CUSTOMER): 84785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/0fee2c86-8b86-4557-bd7c-fcb49f2ba8e3_20250624T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] I'm great, thanks for asking. [PII]. I have a well, I have an insured on the phone by the name of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He has a policy. Let me give you the policy number so you can look at it with me as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 249-951-4.
[AGENT][NEUTRAL] OK, let me pull it up.
[AGENT][NEUTRAL] All right. So I've got Mr. [PII] up. What's going on with him today?
[CUSTOMER][NEUTRAL] So, everything.
[CUSTOMER][NEUTRAL] He gave me his name, his date of birth, that matches, the mailing address matched.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I had to find him in the system because he he didn't have the correct policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So then when I did sign him up, find, pull him up, he was like, well, I've never heard of this before. He said he does not work.
[CUSTOMER][NEUTRAL] So he wouldn't know how he gets some insurance to an employer.
[CUSTOMER][NEUTRAL] So then I um
[CUSTOMER][NEUTRAL] I go to the PIGAT screen ask him to verify his social. It did, it don't match the social that's in the system.
[CUSTOMER][NEUTRAL] And then I asked him, did the business, the employer name, Business Workers of America sound familiar. He said no. And he said, cause he's a retired police officer. He works for the city of um [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] That business workers of America.
[CUSTOMER][NEUTRAL] And I'm not familiar with HR policy.
[AGENT][NEUTRAL] Yeah, the Business workers of America is like a third party where like independent people like self-employed people can get insurance through.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So there's a contact phone number for them. I would tell him to contact them because that's who the plan is going through.
[CUSTOMER][NEUTRAL] What's their number? Do you have their number? Is it listed on here?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's in guru, but I can give it to you.
[CUSTOMER][POSITIVE] OK. Thank you so.
[AGENT][NEUTRAL] Um, yeah, no worries. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright sir, let me let him know because he's saying that he don't have a clue about this policy because he's retired.
[AGENT][NEUTRAL] OK, yeah, so it's not technically like BWA is not a technically like an employer, it's just like a group um for members that can get insurance like if they're self-employed or something. So just let them know that that's the contact number for them because they would have to cancel it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will let him know. Thank you. Have a good day.
[AGENT][POSITIVE] OK, yeah, you're welcome. You too.