AccountId: 011433970860
ContactId: 80751892-1837-4b13-9446-4c620b430575
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175720 ms
Total Talk Time (AGENT): 82368 ms
Total Talk Time (CUSTOMER): 53254 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/80751892-1837-4b13-9446-4c620b430575_20250428T18:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to see if um
[CUSTOMER][NEUTRAL] they, they just talked to?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can now.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I guess I
[CUSTOMER][NEUTRAL] I um enrolled in a different plan that I'm looking for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanna, cause I'm looking to go see a, I have a pinched nerve in my neck.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I wanna see if I can go to if this medical coverage will cover.
[CUSTOMER][NEUTRAL] To go see a chiropractor.
[AGENT][NEUTRAL] OK, so you have a question regarding your benefits for the policy you have with APL is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I don't have no idea.
[AGENT][NEUTRAL] OK, and the insurance is is through your employer that you have this coverage?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, and what is your full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and did you say [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, now with APL, Mr. [PII], I'm not locating anything in our system. Were you trying to reach APL?
[CUSTOMER][NEUTRAL] I have no idea. I just got this text message saying that.
[CUSTOMER][POSITIVE] Benefits for such and such company.
[CUSTOMER][NEUTRAL] And to enroll you guys call this number and I called the number and then they transferred to me transferred me.
[AGENT][NEUTRAL] OK, and you called.
[AGENT][NEUTRAL] Oh someone transferred you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what company were you speaking with that transferred you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I have no idea.
[AGENT][NEUTRAL] OK, what phone number did you call to see if I can determine who you were speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's benefits and a card. So what I'll need to do, I'm sorry that they transferred you over here, but I don't show that we have a policy issued with you. Did you happen to get their name of who you spoke to?
[CUSTOMER][NEUTRAL] No, I don't, and I didn't.
[AGENT][NEUTRAL] OK. So what I will need to do, um, for you, Mr. [PII], is to try to connect you back over there and I will explain that someone transferred you to APL but you do not currently have a policy issue with us.