AccountId: 011433970860
ContactId: d983aafc-bb51-44e1-93c1-be17eaa7602f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328640 ms
Total Talk Time (AGENT): 129782 ms
Total Talk Time (CUSTOMER): 226212 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d983aafc-bb51-44e1-93c1-be17eaa7602f_20250529T22:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, so, uh, good, good afternoon, [PII], um, yeah, I, I am a, um, client with you guys, um, and I was wondering if some reason or another, um, I'm trying to get a hold of my, um, other insurance provider, and I think you guys are able to patch me through because every time I call it says the system is out of order when I tried to call them and it's called um benefits and the benefits and a wallet, uh, benefits, uh, does that sound familiar, uh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Be ifs in a card?
[CUSTOMER][NEGATIVE] Yeah, is there any way you can patch me through to them? I don't quite understand why.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes, sir. Um,
[CUSTOMER][NEGATIVE] And get through. OK, I'm gonna let them know though because, because, because it, I'll let them know because every time I call, you know, I have, in other words, I have to call you guys to get hold of them. It's ridiculous, you know, because every time I call their number, yeah, every time I call their number it says all systems busy and call, you know, you know, goes do do it all some, some maybe they're having a problem with their has anyone else complained or maybe I have to call my provider like AT&T to see if something's wrong with my phone or that's strange.
[AGENT][NEUTRAL] Yes, sir. What is your
[AGENT][NEUTRAL] Oh my, OK.
[AGENT][POSITIVE] Oh, goodness.
[AGENT][NEUTRAL] Have you had, uh, has it just been today or is it every time you try to call them on any day?
[CUSTOMER][NEUTRAL] Uh, occasionally I get through, but just a minute ago, same thing, um, so that's strange.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes. Yes, sir. But yes, I can definitely help you. Um, can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, so, so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, of course. So, so it's uh [PII], first name, last name [PII].
[CUSTOMER][NEUTRAL] And um my number when you're ready.
[AGENT][POSITIVE] Yes, sir, I'm ready.
[CUSTOMER][NEUTRAL] Uh, oh, sure, area code [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, OK, let me get that for you, um, one second.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I don't know if I was ready to give you that one second. I thought you're just gonna patch me through. Let me get ready to give you that.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I can get you over there, but we have, I have to make notes that you called in your policy.
[CUSTOMER][NEUTRAL] No, it's OK, it's OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, no, it's fine, get that for you.
[CUSTOMER][NEGATIVE] Yeah, it's very strange too cumbersome, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, um, that, so that number is uh 260-7315.
[CUSTOMER][NEUTRAL] My policy number.
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, oh, sure, yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Sure, so that's uh [PII], I'm sorry, uh, address [PII], and you need my email it's [PII] OK yeah [PII], right.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And then the phone number that you gave me to call you back on that's your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] OK, thank you very much. Now there may be something that I can help you with um before we transfer you on over.
[CUSTOMER][POSITIVE] Oh well actually I'm just calling to make a pay well no, well, no, no, because actually I'm just calling them to make a payment that that's all right.
[AGENT][NEUTRAL] OK, got you. OK. Want to make sure that way you didn't have to take that extra step if you didn't have to. OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yeah yeah, no, that's right. I appreciate it, right.
[AGENT][NEUTRAL] You're welcome. All right, Mr. [PII], it's going to be a brief hold while I transfer you on over. I'm gonna give you the phone number just in case the call is disconnected, you'll have it handy. It's [PII].
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] It's probably one I just called, but I can't care for it.
[CUSTOMER][POSITIVE] Um, matter of fact, um, you, you just, you just gave me an idea. Um, I don't know if you could put me up, uh, no, well, OK, I'll take that back. Um, I, well, you can get, this is a good idea that I have in my brain.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I know you can transfer. I, I know you can transfer me, and I appreciate it here in a minute. Do you happen to have your personal cell phone and maybe you can call that number too and see if it goes do do do out of. Do you happen, you know, I know I'm, I know I'm asking a lot.
[AGENT][NEUTRAL] Um, yeah, I can call.
[CUSTOMER][NEUTRAL] I know I'm asking a lot of you, but yeah, it's very strange.
[AGENT][NEUTRAL] Well, I might be able to call when I get off work and see, but I have to stay on the phones in the queue and can't leave the queue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, it's very strange. I, I was gonna have, I, I'll have my sister do it a little and see if that's very strange.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Right, OK. OK, very good. And I think they have a, I think they're having a problem with, with their phone system. I think they're having a problem with this.
[AGENT][NEUTRAL] OK. Well, it's gonna be a, yes, sir.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They may, they may. Let's try and let's see if they'll, they'll pick up for us, OK?
[CUSTOMER][NEUTRAL] Phone system, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] All right, thank you, [PII]. It's, it's gonna be a brief hold. I'm gonna transfer you now, sir. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye bye, sir.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But span