AccountId: 011433970860
ContactId: a498857e-41a4-4e0f-a55f-2a7b7dfe9264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251779 ms
Total Talk Time (AGENT): 103517 ms
Total Talk Time (CUSTOMER): 76651 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a498857e-41a4-4e0f-a55f-2a7b7dfe9264_20250211T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, um,
[CUSTOMER][NEUTRAL] Real quick, I was sent this, uh, claim form through Business Workers of America Association and a piece of it or pieces of it um require information to be put for APL and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was looking through my portal at least through them and emails that were sent through the health insurance this far and I haven't found an APO policy number but it's asking for one for this uh authorization to disclose information.
[CUSTOMER][NEUTRAL] To further the process for.
[AGENT][NEUTRAL] OK, sir.
[AGENT][NEUTRAL] Yes, sir. I can help you with that, um, finding your policy number for you. Uh, can you give me,
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] Your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII] and the number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and I'll need your social security number so it'll pull in your policies for me.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look it up real quick.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], what state do you live in, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, I'm gonna need to transfer you on over to BWA.
[AGENT][NEUTRAL] So that they can assist you with your policies, it's gonna be a brief hold while I transfer you on over [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And I appreciate you calling. They have their own uh call system there that specialized for BWA employees.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, would you, would you like the number just in case our call is disconnected, you'll have it on hand?
[CUSTOMER][POSITIVE] Yeah, that would be pretty slick. I'm not gonna lie. I'll take that down.
[AGENT][NEUTRAL] OK. All right, it's, yes, sir. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I got [PII], and what was the last piece?
[AGENT][NEUTRAL] No, the last four digits is [PII].
[CUSTOMER][NEUTRAL] Got you, [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And this is uh just calling back the other organization OK.
[AGENT][NEUTRAL] It's calling um BWA like I said, they have their own um specialized um call system there to help with BWA employees only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it'll be it'll be a brief hold while I transfer you on over. I appreciate you calling APL.
[CUSTOMER][NEUTRAL] OK, no worries, um, in terms of getting that policy they would have that the right APL policy number then?
[AGENT][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Yes, sir, they should have that for you.
[CUSTOMER][NEUTRAL] OK, just making sure there's been a lot of, you know.
[CUSTOMER][POSITIVE] Hoops and different things to jump through, so I appreciate it.
[AGENT][POSITIVE] Oh no. Yes, sir. We appreciate you. Thank you so much for calling APL.
[AGENT][POSITIVE] You have a good day. Bye bye.
[CUSTOMER][POSITIVE] Yeah, no problem
[CUSTOMER][POSITIVE] Thank you for calling