AccountId: 011433970860
ContactId: f863b114-118f-403a-9517-d5a0f7e75a60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282260 ms
Total Talk Time (AGENT): 115786 ms
Total Talk Time (CUSTOMER): 134647 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f863b114-118f-403a-9517-d5a0f7e75a60_20250114T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I got some kind of letter in the mail. I don't know what this is about. I don't have um.
[CUSTOMER][NEUTRAL] Something about uh port coverage.
[AGENT][NEUTRAL] I'm sorry, what type of coverage?
[CUSTOMER][NEUTRAL] And employer name?
[CUSTOMER][NEUTRAL] Well, this letter says something about um sports coverage, P O R T.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you've received a
[CUSTOMER][NEGATIVE] I have no clue.
[AGENT][NEUTRAL] I'm sorry, I don't mean to overtalk you. We have a little bit of a lag in our, in our connection, so I'm sorry, I'm not trying to speak over you.
[CUSTOMER][NEUTRAL] Yeah, I, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I got this letter but I have no clue what this is about um it says something about fill out this paper policy owner name, address, product port certificate number employer name. I'm self employed.
[AGENT][NEUTRAL] OK, I can help you with this. What I will, um, in determining exactly what you have received and why. But first, I will have to pull up your information to verify some things with you for security purposes first.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um, and I, I'll give it to you, but please do not give my number out to any mail, alright.
[AGENT][NEUTRAL] No, ma'am. We do not. No, ma'am, this, no, ma'am, we don't do that. This is all for security purposes. There's certain pieces of information we have to verify before we can provide any call or any information.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] [PII], but you wouldn't have my phone number. I, I have, I've never dealt with your company before, and I don't know why you're sending me this thing in the mail. I'm on Medicaid as far as my medical benefits go, and this says something limited benefit medical plan.
[AGENT][NEUTRAL] OK. All right. So what is the policy number on that, [PII], that is
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, it says I guess it's certificate number, uh CERT number 02568489.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[AGENT][NEUTRAL] OK, so yes, ma'am. OK. So first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and the phone number that you provided for me is the one that we have on file for you so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And that, um, and then your email address and that will be the last piece of information for verification.
[CUSTOMER][NEGATIVE] I don't want to give out my email address and you're asking me too much information. I'm calling you to find out why you sent me this letter and what this is about. And I'm getting frustrated here because you got, I'm, I'm reading this letter in front of you and I don't know who else would be calling you if it wasn't me asking what this is about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I am
[CUSTOMER][NEGATIVE] And my email address got sold to somebody and I get 1000 emails every day from Costco for winning a free membership. I got a free tractor that I want. Yeah, right. Um, Netflix, uh, that's another one. AAA, um, that's all I get is nothing but junk mail when I give out my email address and I'm not giving it out.
[AGENT][NEUTRAL] Yes, ma'am. Wait
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] That's fine. That, that, that is fine. So, give me just a moment, please.
[CUSTOMER][NEUTRAL] No, I haven't had an employer for 30 years. I've been self-employed for the rest of those times. So I don't know what this is about.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Are you familiar? Yes, ma'am, but I'm trying to help you if you will let me speak.
[AGENT][NEUTRAL] Are you familiar with Business Workers of America?
[CUSTOMER][NEGATIVE] I don't know what that is. Listen, my, my mom broke her hip and my brother's calling me on the phone. I'm gonna call you back.
[AGENT][NEGATIVE] This is an ass.
[AGENT][NEUTRAL] That will be fine then.
[AGENT][NEUTRAL] Is there anything else I can help you with at the moment?