AccountId: 011433970860
ContactId: eea4dc1e-43cc-4024-8d00-0e5ddf87ec4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 972859 ms
Total Talk Time (AGENT): 279401 ms
Total Talk Time (CUSTOMER): 200618 ms
Interruptions: 0
Overall Sentiment: AGENT=-1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/eea4dc1e-43cc-4024-8d00-0e5ddf87ec4c_20250116T19:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. Um, I recently purchased a policy from you guys and I have gotten no documentation, no insurance cards, anything.
[AGENT][NEUTRAL] OK, well, I definitely do apologize that you haven't received your policy documents and your card, cards. Uh, Mr. [PII], let me take a look at your policy. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And I can look your policy up. Well, I can try with the last name. Is it [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And your first name, is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate. Hold on one moment.
[CUSTOMER][NEUTRAL] Do you need my member ID?
[AGENT][NEUTRAL] Oh, you have your member ID? Yes, I can, I can, I can take that if you have it.
[CUSTOMER][NEUTRAL] 683-345-431
[AGENT][NEUTRAL] That may be for your major. Hold on one moment. Do you have a middle initial? I think I just found your policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah. [PII].
[AGENT][NEUTRAL] Yes, this is it. Hold on one moment. It's coming up now.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, this is a different member. OK, hold on one moment.
[AGENT][NEUTRAL] The number that you gave me, is that the policy number or is that your social?
[CUSTOMER][NEUTRAL] This is a member ID is 683-345-431?
[AGENT][NEUTRAL] Mhm. On the top left of your car, the top left corner, do you see APL?
[CUSTOMER][NEUTRAL] I don't have a card. I've got no documentation from you guys. It's just handwritten notes.
[AGENT][NEUTRAL] OK, OK, no. So, I can look up a policy with your social. The reason I'm asking is because that member ID.
[AGENT][NEUTRAL] It's not an APL policy number, um, but I can search with your social to see if there's a policy here, but with the first and last name, it only brought up one and it was, it was a different date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, I don't know what to tell you there. I don't.
[AGENT][NEUTRAL] OK, so the only other option would be to reach out to your HR department and let them know that you've contacted.
[CUSTOMER][NEUTRAL] Who's the department?
[AGENT][NEUTRAL] How did you buy, how did you, how did you purchase the policy because our, our policies are through employers.
[CUSTOMER][NEUTRAL] Who's HR department?
[AGENT][NEUTRAL] Did you work with anyone?
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] Does does the business.
[CUSTOMER][NEUTRAL] No, this is not through an employer. I did this over the phone.
[AGENT][NEUTRAL] OK, did you work with maybe
[CUSTOMER][NEGATIVE] I was pretty tired when I got this number.
[CUSTOMER][NEGATIVE] Fuck.
[AGENT][NEUTRAL] We have a third party called Business Workers of America. Does that ring a bell?
[CUSTOMER][NEUTRAL] American Public Life PPO.
[AGENT][NEUTRAL] OK. The questions that I'm asking you is because
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't offer individual policies. We do work with business workers of America who then offers to like self-employed um individuals. I'm trying to see if you work with them so that I can get to them, so we can get your cards and your policies.
[AGENT][NEUTRAL] That would be the only option.
[CUSTOMER][NEGATIVE] I, this is all we have. You guys were recommended by a friend, so I called the number and I paid my first month's premium and now I have nothing and.
[AGENT][NEUTRAL] OK, let me see if you went through Business Workers of America. That's why I'm asking these questions so I can try to narrow down who I need to get to.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you, so from what I hear, you're not through a group like an employee.
[AGENT][NEUTRAL] Employer group,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so then it may have been Business Workers of America. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna call Business Workers of America on the other line. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[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 operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time for customer support, press 2. For agent support, press 3. For claim support.
[AGENT][NEUTRAL] Hold on one moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] This is bad. This is so bad. This has us looking.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time. For customer support, press 2. For agent support, press 3. For claim support, press 4. If you are a provider, please press 5. And again, thank you for calling member services.
[AGENT][NEGATIVE] So terrible.
[AGENT][NEGATIVE] Then they don't answer the phone.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Can somebody answer the phone?
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time for customer support, press 2. For agent support, press 3. For claims support.
[AGENT][NEGATIVE] This is bad.
[AGENT][NEUTRAL] What am I gonna tell this guy, this man?
[AGENT][NEGATIVE] Oh, this is bad. This is so bad.
[AGENT][NEUTRAL] If we're gonna work with you, you need to be available.
[AGENT][NEGATIVE] This is bad.
[AGENT][NEGATIVE] I can't get anybody.
[AGENT][NEUTRAL] Oh, and he is holding on too.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are being recorded for quality assurance. Please note that our hours of operations are Monday through Friday from [PII] Central time. If you know your party's extension, you may dial it at any time. For customer support, press 2. For agent support, press 3. For claim support, press 4. If you are a provider, please press 5. And again, thank you for calling member services.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from American Public Life. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEGATIVE] I'm doing OK. Um, I have a member on the other line. He, um, signed up, it sounds like he signed up with BWA. I have a member ID number, but he has not received any of his, uh, ID cards or anything. There's no policy here. So I'm just trying to get him connected to you all so that we can get this uh straight for him because he's feeling like APL is a scam now.
[CUSTOMER][NEUTRAL] What is the member ID number?
[AGENT][NEUTRAL] 683-345-431.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, I do have them pulled up here. You can patch him through.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] Oh, actually, he just hung up. Um, let me call him back. Hold on one moment. Can you hold, please, because I can't get through to anybody when I call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] It's a hot mess.
[AGENT][NEUTRAL] I'm still here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, that won't let me. I don't have the option to transfer because he hung up.
[AGENT][NEUTRAL] OK, it's not giving me the option to call him because he hung, I mean, to do a three-way because he hung up. Is there a way that you can call?
[CUSTOMER][NEUTRAL] Um, I, I can sure can try.
[AGENT][NEUTRAL] OK, I'll stay on the line. I just want to make sure he's OK because he's not feeling confident in us. Um, the phone number is [PII].
[CUSTOMER][NEGATIVE] So I wouldn't be able to like patch him into our call I'd have to hang up with you and try to call him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I can't do like a 3 way call from my phone.
[AGENT][NEUTRAL] OK, do you have an extension?
[CUSTOMER][NEUTRAL] I do not, um, he did just have to reach out to this phone number, the 844 number, and we would be able to assist any one of the reps.
[AGENT][NEUTRAL] OK, can you try to give him a call because I don't.
[AGENT][NEGATIVE] I, I just don't want him to feel like APL is a scam.
[CUSTOMER][NEUTRAL] I will try to call the member.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Um bye bye.