AccountId: 011433970860
ContactId: acec0ae6-43aa-486d-bc08-357ca3b1c7e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154149 ms
Total Talk Time (AGENT): 59810 ms
Total Talk Time (CUSTOMER): 73171 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/acec0ae6-43aa-486d-bc08-357ca3b1c7e8_20250325T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I, hey, I have Miss [PII] on the phone. She's with Benefits and a card.
[CUSTOMER][NEGATIVE] Um, she has an insured that has a pay to date of [PII] 2024 but said it should be paid through to March. She said she sent an email yesterday, um, to the care team to have this corrected, but she hasn't heard anything back.
[CUSTOMER][NEUTRAL] And she's just calling to follow up to see if anybody's received the email if they're going to correct this policy or not.
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] She just sent the email um.
[AGENT][NEUTRAL] Yeah, that's something that [PII] usually takes because she works with [PII]. um, what's that policy number? Let me pull it up real quick.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, it's 255-5810.
[AGENT][POSITIVE] Oh, I'm sorry, just one second, I apologize. The computer decided, well, I typed wrong is what it was. Pro with computers they do exactly what you tell them to do.
[CUSTOMER][NEUTRAL] No that's OK
[CUSTOMER][NEUTRAL] Well, I do that too all the time.
[AGENT][NEUTRAL] OK, 255.
[CUSTOMER][NEUTRAL] 2,555,810
[AGENT][NEUTRAL] Alright, let's see here, yeah, I do see the pay date's still 121.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The thing is, is
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] We get, we push what we get. Oh, I don't know.
[AGENT][NEUTRAL] I don't know how to answer this because.
[AGENT][NEUTRAL] It's like
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to just to look up [PII]'s number and transfer her to Carry?
[AGENT][NEUTRAL] What you know, if that's possible because that's all I'm gonna be doing is asking her, um.
[AGENT][POSITIVE] It's, she, she handles B and she would be the best person to ask because she is so much more knowledgeable about it than I am.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well I'm gonna get the um Miss [PII] back on the phone. I'm gonna transfer on over to [PII], OK? It's gonna be a.
[AGENT][NEGATIVE] Thank you. I'm sorry to have wasted your time.
[CUSTOMER][NEUTRAL] No, it's OK it's OK you gave me answers and I know where to send her.
[AGENT][POSITIVE] All right. Good luck. Bye bye.
[CUSTOMER][POSITIVE] Thank you so much. All right, thank you.