AccountId: 011433970860
ContactId: cc0f9922-6b6e-46c0-84f9-0a255358f77f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541359 ms
Total Talk Time (AGENT): 169946 ms
Total Talk Time (CUSTOMER): 171151 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/cc0f9922-6b6e-46c0-84f9-0a255358f77f_20250421T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Um.
[CUSTOMER][NEUTRAL] Back in [PII], I, um,
[CUSTOMER][NEUTRAL] Did like an inquire for health insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I received like documents from you guys are.
[CUSTOMER][NEGATIVE] Do I talk to you? because I called the billing people and they put me on a brief hold and then I got like disconnected.
[CUSTOMER][NEUTRAL] So I wanted to.
[AGENT][NEUTRAL] Oh no, OK.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEGATIVE] Keep getting bills for this insurance and I told them that I don't need it until [PII]. And I was charged um
[CUSTOMER][NEUTRAL] 300 and change back in [PII]. And then I was just charged again $204.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I don't want to be charged for something that I don't need.
[AGENT][NEUTRAL] OK, alright, well I can help you with your policy, sir. Can you please give me your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK, and then [PII], um, what is your phone number just in case the call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then can you please give me your policy number?
[CUSTOMER][NEGATIVE] Oh shit, uh, let me find it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Um, 684-213-828.
[AGENT][NEUTRAL] OK, and then do you work for Business Workers of America?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, alright, let me look um by your name real quick because that's, that's not one of our policy numbers. Do you see another number there that you could give to me?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe 129.
[CUSTOMER][NEUTRAL] 6399.
[AGENT][NEUTRAL] Let's try that.
[AGENT][NEUTRAL] No, that's not pulling you up. um I'm gonna look by your name real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Oh, I'm not able to pull you in. Um, do you have a social security number I could pull in? I can use and I'll pull in any policy that you have with our company.
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try with your social real quick.
[AGENT][NEUTRAL] Hm, I'm still not able to pull you in.
[AGENT][NEUTRAL] Uh, do you have your card in front of you? Can you tell me, uh,
[AGENT][NEUTRAL] What the group number is?
[CUSTOMER][NEUTRAL] Um, yeah, let me pull it up. Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think.
[AGENT][NEUTRAL] Are you still there? OK. Yes, sir.
[CUSTOMER][NEUTRAL] The group ID number? Yeah.
[CUSTOMER][NEUTRAL] FE 202.
[CUSTOMER][NEUTRAL] 306.
[AGENT][NEUTRAL] OK, that's not one of our group numbers.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] On the back of the card, who does it say the insurance is through?
[CUSTOMER][NEUTRAL] I honestly have no idea.
[AGENT][NEUTRAL] OK, do you see any anything on there that says B as in boy, W as in Walker, A as in apple?
[CUSTOMER][NEUTRAL] I don't even.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not on the ID card, but I received like a PDF document from the my member benefits website.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm, I don't know.
[AGENT][NEUTRAL] And who does it say?
[AGENT][NEUTRAL] Who does it say your employer is?
[CUSTOMER][NEUTRAL] [PII] here.
[CUSTOMER][NEUTRAL] It honestly doesn't say that.
[CUSTOMER][NEUTRAL] Like who the
[AGENT][NEUTRAL] Does it say any, does it say anything about American public life or APL?
[CUSTOMER][NEUTRAL] [PII] um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] I'm confused.
[AGENT][NEUTRAL] OK, and what phone number?
[AGENT][NEUTRAL] Does it say to call for uh customer service or question.
[AGENT][NEUTRAL] about your policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if that's, let me check real quick. I'm gonna look that number up and see.
[AGENT][NEUTRAL] That's Business Workers of America.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, that's why I'm like confused because
[CUSTOMER][NEUTRAL] On like the website that I received the information on, it like shows the BWA booklet.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It does. OK, good.
[CUSTOMER][NEUTRAL] So I don't
[AGENT][NEUTRAL] OK good what I'm going to do is I'm gonna transfer you on over to BWA so that you can speak to them.
[AGENT][NEUTRAL] About your premiums that are being taken from you for your insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me give you the phone number just in case the call gets disconnected you'll have it OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the last?
[AGENT][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] All right, it's gonna be a, it's gonna be a brief hold while I transfer you on over and I hope you have a wonderful day, [PII]. We appreciate you calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][POSITIVE] You're welcome. Bye bye, sir.
[CUSTOMER][POSITIVE] Thank you for calling