AccountId: 011433970860
ContactId: 836313df-3035-437e-91e1-88508a921042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378070 ms
Total Talk Time (AGENT): 72568 ms
Total Talk Time (CUSTOMER): 176805 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/836313df-3035-437e-91e1-88508a921042_20250404T16:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I have questions about an insurance. Um, I'm sorry about a health policy that I purchased from you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, is that the 68427 I'm sorry, 84274-644.
[AGENT][NEUTRAL] That's not, it's such a, I'll tell you what, I can look it up by your social. That's not the APL policy.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Um, I actually.
[CUSTOMER][NEUTRAL] OK, um, yeah, I think.
[CUSTOMER][NEUTRAL] I have the policy number.
[AGENT][NEUTRAL] OK, if you can locate that policy number for APL.
[CUSTOMER][NEUTRAL] Well, I'm gonna leave it just in case.
[CUSTOMER][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] Yeah, cause that's what you're saying is the policy number. I'm not sure.
[AGENT][NEUTRAL] And that's on an APL ID card?
[CUSTOMER][NEUTRAL] Yeah, um, 684-274-644, yeah, under I mean another document maybe it'll tell me something.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I'm around, you ain't got no.
[AGENT][NEUTRAL] Can you, can I look it up by your social? Would that be OK?
[CUSTOMER][NEUTRAL] Sure, that's. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I when.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your policy is with APL?
[CUSTOMER][NEGATIVE] I'm so confused by this entire thing. I, I got information for ATL, um.
[CUSTOMER][NEUTRAL] Uh, what did you say? [PII] HI [PII].
[CUSTOMER][NEUTRAL] It was um.
[CUSTOMER][NEUTRAL] There's limited benefit has insurance, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, can you spell your last name?
[CUSTOMER][NEUTRAL] [PII] is in the month [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Like the month and what's your first name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is this a new policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is uh as of Tuesday.
[AGENT][NEUTRAL] Cause I don't believe we have, we don't have your information yet.
[AGENT][NEUTRAL] Is that through a
[AGENT][NEUTRAL] Temporary agency or was it through your employer?
[CUSTOMER][NEUTRAL] No, it's not that my employer. I called the health market.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] This is what I ended up with. I got the um hold on.
[CUSTOMER][NEUTRAL] No, this is what they told me, oh, OK, so it's called BWAmericare.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] PWA, gotcha.
[CUSTOMER][NEGATIVE] It's just like confusing for me cause it's new and different.
[AGENT][NEUTRAL] OK, so what I need to do is to transfer you to member services because I do not have your information in our system.
[AGENT][NEUTRAL] But I can transfer you to them if you don't mind holding one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. I hope you have a wonderful day. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support, press 4. You are currently caller number 18 waiting to speak with a representative. The estimated hold time is currently 12 minutes. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller number 15 waiting to speak with a representative. Thank you for your patience.
[CUSTOMER][NEUTRAL] You are currently caller number 14, waiting to speak with a representative. Thank you for your patience.