AccountId: 011433970860
ContactId: 81950f8c-632c-4492-b4e2-7c93f9cfb3c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223220 ms
Total Talk Time (AGENT): 82863 ms
Total Talk Time (CUSTOMER): 72140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/81950f8c-632c-4492-b4e2-7c93f9cfb3c1_20250314T17:12_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] Hello, good afternoon. Yeah, I called today, uh, because, um, you know, the last my 43 weeks, I don't pay, they don't pay because, um, I'm not working, but I still with, um, with my staff.
[CUSTOMER][NEUTRAL] Can I keep, I, I wanna keep in my uh coverage until I get the work. Can I pay me by myself?
[AGENT][NEUTRAL] I can check and see what type of product you have. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK. Yeah. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Mm. Oh.
[CUSTOMER][NEUTRAL] OK. She gave me like 2598109.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And may I have your date of birth, mailing address and email address for verification, Miss [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] Box [PII]. [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Alright, um, so it looks like you are through benefits and a card, um, for Morales Enterprises.
[CUSTOMER][NEUTRAL] Yeah, for more or less group, yeah.
[AGENT][NEUTRAL] OK. OK. So, um, let me go ahead. I'll have to transfer you over to benefits in a card. They're the ones that can tell you if you wanna keep it, if how much you're gonna, you need to pay if you need to keep it, if you can keep it. So, um, yeah, you'll have to speak to them for that, OK? So let me get their information pulled up. One moment.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. So the numbers to benefit in a cord is [PII].
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] [PII]. Again, that's 1-800497-4856. I can go ahead and transfer you over. Is there anything else I can help you with today before I transfer you?
[CUSTOMER][POSITIVE] Yeah, thank you so much, yes.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII]. One moment while I transfer, OK?
[CUSTOMER][POSITIVE] That was good.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits Center Card. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, good afternoon, my name is.