AccountId: 011433970860
ContactId: f0a7ea1a-22f0-44b3-8490-a02494edda23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201820 ms
Total Talk Time (AGENT): 81106 ms
Total Talk Time (CUSTOMER): 75618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f0a7ea1a-22f0-44b3-8490-a02494edda23_20250324T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII].
[CUSTOMER][NEUTRAL] My name's [PII]
[CUSTOMER][NEUTRAL] And I signed up um with APL earlier in the month.
[CUSTOMER][NEUTRAL] And I'm trying to get logged in to the website.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] To print some um cards so that I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that I can get some prescriptions filled.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it won't let me on and it told me to call this number. I'm calling this number.
[AGENT][NEUTRAL] OK, Mr. [PII], this is, um, I'll help you with the online service center, sir. Can you please give me your callback number and your policy number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the only information I was given.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By group I signed up with. OK, so I have a member ID number for American Public Life.
[AGENT][NEUTRAL] OK, let's try that.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] 684
[CUSTOMER][NEUTRAL] 158
[CUSTOMER][NEUTRAL] 889.
[AGENT][NEUTRAL] OK, sir. Do you work with Business Workers of America?
[CUSTOMER][NEUTRAL] I am currently unemployed and I'm going through New York state's health stuff and this is what they signed me up for.
[AGENT][NEUTRAL] OK, OK, that, that is not one of our policy numbers, but that's not a problem though if you can give me your social, then it'll pull your policy in for me and so I can fix it so you can get in the online service center.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so looking on in our um computer, I'm not showing that you are with us, which tells me that I need to transfer you on over to Business Workers of America.
[AGENT][POSITIVE] And I am going to give you that phone number just in case we get disconnected while I'm transferring you, you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait, wait, wait, [PII], go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes sir. OK, so it's gonna be a quick hold while I transfer you over. Is there anything else I can help you with, sir, before we go?
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] Alright, well, you have a wonderful day and thank you for calling APL. Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for calling member services.