AccountId: 011433970860
ContactId: 47432299-5f3c-439e-9305-f82abea89537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207850 ms
Total Talk Time (AGENT): 41471 ms
Total Talk Time (CUSTOMER): 105895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/47432299-5f3c-439e-9305-f82abea89537_20250502T17:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I cannot reach the APFA APL group, um, from the number that I have it says it cannot be dialed from my region. I'm in [PII]. Uh, can you please transfer me?
[AGENT][NEUTRAL] Um, OK, um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] OK, and you said you need to get to APFA?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] APFA APL group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are they the only ones that um that can handle changes to my uh membership or subscription?
[AGENT][NEUTRAL] OK, I'm not really sure because APFA is no longer with us. So, um, you're saying APFA APL group, so, um.
[AGENT][POSITIVE] What exactly are you trying to do? So I can, I know exactly how to handle the call.
[CUSTOMER][NEGATIVE] I need to cancel my membership.
[AGENT][NEUTRAL] Oh, that's the APFA, OK.
[AGENT][NEUTRAL] Yeah, that's through APFA. Let me go ahead and get them on the line. What number are you dialing?
[CUSTOMER][NEUTRAL] I'm dialing uh hold on let me look for it here.
[CUSTOMER][NEGATIVE] [PII]. I've tried 5 times and all 5 times it says I get a recording.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] An error recording saying that number cannot be reached from my region.
[AGENT][NEUTRAL] OK, alright, let me try it. OK, Ms. [PII] one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling customer service for the ATSA supplemental benefits. Please press one to speak with a representative.
[CUSTOMER][NEUTRAL] All of our agents are busy helping other customers. At the tone, please record your message. When you've finished recording you may hang up or press the pound key for more options.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Please call me back as soon as possible. I cannot reach the, the insurance number, the APL insurance number, uh, from the 503-8 number from [PII]. I get messages saying it cannot be dialed from my region. Please call me back and it's about my, uh, disability insurance membership.
[CUSTOMER][NEUTRAL] Uh, [PII]. Again, this is [PII]. Call me back at [PII].