AccountId: 011433970860
ContactId: 8b64fef2-772d-44b8-bb07-7801b99f12b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181279 ms
Total Talk Time (AGENT): 84149 ms
Total Talk Time (CUSTOMER): 59976 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8b64fef2-772d-44b8-bb07-7801b99f12b2_20250121T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I I'm calling because I would like to understand if I can purchase as an individual self-employed, uh, the meddling gap insurance.
[AGENT][NEUTRAL] OK, wait. You said you're looking, you're an individual, you're self-employed, and you're looking to buy the Medli gap policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so I can give you the number to Business Workers of America.
[AGENT][NEUTRAL] So that is, uh, I can give you the number to Business Workers of America. That's um
[CUSTOMER][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] Business workers of America.
[AGENT][NEUTRAL] I'm, yes, I'm getting ready to explain to you why.
[AGENT][NEUTRAL] So APL we only offer services to employers like for their employees, but we also work with Business workers of America for like self-employed or individuals so that they can have policies. So I can connect you with them and they can set you up with an APL policy.
[CUSTOMER][NEGATIVE] Got it. Just last question, uh, until the end of last year, my company, um, offered me APL. Therefore, I had already APL, but I think after one year, there is no way to extend the coverage that I had.
[CUSTOMER][NEUTRAL] With APL.
[AGENT][NEUTRAL] Right, there, um, after the year, if your policy isn't active and you're no longer with the group, um, it can't be reinstated.
[CUSTOMER][POSITIVE] Mhm. But Business Worker of America is a partnership with APL allowing me to, to get uh the APL um Min uh get insurance again as a self-employed.
[AGENT][NEUTRAL] But if you
[AGENT][NEUTRAL] Right, that is um what the self-employed or um individuals use um to get the APL services.
[CUSTOMER][POSITIVE] Got it. OK, great. Could you connect me?
[AGENT][NEUTRAL] Sure. Would you like the number as well or just transfer you over?
[CUSTOMER][POSITIVE] Yes, both of them. Perfect.
[AGENT][NEUTRAL] OK. So the phone number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and I'll go ahead and transfer you over now. Before I do that, was there anything else I could assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and hold on one moment for your transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operation.