AccountId: 011433970860
ContactId: 164554f6-155e-40a3-b3fd-1b69487baf83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152960 ms
Total Talk Time (AGENT): 58681 ms
Total Talk Time (CUSTOMER): 70170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/164554f6-155e-40a3-b3fd-1b69487baf83_20250124T23:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in the cancer cu. I have um Miss [PII] on the phone, policy 253-7097.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Turn it. Where's the blank screen? OK. 253, what was the rest of it?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Well, never mind. I think she hung up.
[AGENT][NEUTRAL] What was it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What does she want?
[CUSTOMER][NEUTRAL] She said she was, she had called to speak to [PII]. I said she's not here and I pulled that thing up and I was like, you know, I thought it was an appeal on a claim. She said, no, it was an appeal on premium.
[CUSTOMER][NEGATIVE] That she paid and was supposed to be getting back. um she canceled the policy and something about she's supposed to be getting some money back or something and um so I was transferring her to customer service.
[CUSTOMER][NEUTRAL] Because she doesn't have a claim on file and it that have anything to do with the claim.
[AGENT][NEUTRAL] Well, because she's with Business Workers of America, we don't handle that. She has to call Business Workers of America. She's still active.
[CUSTOMER][NEUTRAL] Oh, I told her she wasn't cause I saw it was termed.
[AGENT][NEUTRAL] Is it [PII], is it [PII] or do I have the wrong one pulled up?
[CUSTOMER][NEUTRAL] Uh uh [PII], Ms. [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, no, OK, let me go back. I got the wrong person.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, she's still gonna have to call them even though she's lapsed because it's not showing that we've gotten anything but 11 month.
[CUSTOMER][NEUTRAL] Yeah, I'm not I'm not, like I told her I had to transfer her to customer service because I wasn't too sure since you didn't have anything to do with the claim.
[AGENT][NEUTRAL] I'll put a note.
[AGENT][NEUTRAL] I'll put a note in here.
[AGENT][NEUTRAL] Just in case she calls back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that way if it gets transferred to claims or whoever that maybe they'll see and then say she needs to call business workers and then she might have figured that out while she's being transferred, who knows.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, but all right, thank you. Let me know if you need anything else, and you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. You too. Bye.