AccountId: 011433970860
ContactId: 7ff4ce8a-2312-4ba6-81b1-56e42f4327a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501609 ms
Total Talk Time (AGENT): 116576 ms
Total Talk Time (CUSTOMER): 112030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/7ff4ce8a-2312-4ba6-81b1-56e42f4327a8_20250327T12:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, good morning, uh, I, I want to ask assistance in registering as a new user.
[CUSTOMER][NEUTRAL] Because I tried and it says no user fund, can you please check?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can assist you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have policy number because I'm a new user, then I, I asked our HR then she, uh, they said that, uh, they didn't receive my card yet, so I tried, uh, logging online, but, uh.
[CUSTOMER][NEUTRAL] The app says uh call this number.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] Uh, it's for
[CUSTOMER][NEUTRAL] You know what's that gap?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is it [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you provided social [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] When was your policy to have been effective?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[CUSTOMER][NEUTRAL] Start policy starts is [PII].
[AGENT][NEUTRAL] And who is your employer?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When did you enroll?
[CUSTOMER][NEUTRAL] Uh, it's around [PII].
[CUSTOMER][NEUTRAL] And we check in our HR, uh, the file here in HR they said I'm.
[CUSTOMER][NEUTRAL] I'm there and I'm paying.
[CUSTOMER][NEUTRAL] Every paycheck.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Who are you speaking with at your employer group, [PII]?
[CUSTOMER][NEUTRAL] What what's that again?
[AGENT][NEUTRAL] Who, who are you who who is your contact at your employer group who's saying that your policy is active?
[CUSTOMER][NEUTRAL] It's uh it's in our system, in our HR you.
[AGENT][NEUTRAL] Uh, OK. I.
[CUSTOMER][NEUTRAL] You want his name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, he and [PII].
[CUSTOMER][NEUTRAL] Both, both of our HR told me that it's, I'm in the system.
[CUSTOMER][NEUTRAL] Have that APL.
[AGENT][NEUTRAL] [PII], I have your name spelled as [PII] That's correct, right?
[CUSTOMER][POSITIVE] Yep, that's right. Yeah, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not saying that you do not have coverage of American public life effective January of this year, but I'm looking at the group roster of employees and I don't show you listed, um, and so perhaps your um HR contact would need to reach out to our um customer service department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I, I'll tell, I'll tell them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To uh contact your uh customer service, OK.
[AGENT][POSITIVE] OK. All [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Yeah.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Yes.
[CUSTOMER][NEUTRAL] Uh, I, uh, uh, excuse, um, because I'm paying for the previous month, so do you think they'll refund me in that one or I don't know.
[AGENT][NEUTRAL] Yeah, so we'll have to dig deeper. Um, I would be able to see your name and like I said, I'm not saying that you don't have the coverage, um, and you said that you were effective [PII], um, so we're now in March.
[AGENT][NEUTRAL] Um, so if you, if you could, if you could reach out to your, your contact at IB Technology, um, and let them know what we've discussed this morning and perhaps they can contact our customer service department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I'll just let them know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Bye-bye. Uh, that's all. Thanks.
[AGENT][POSITIVE] All right, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Have a good day.