AccountId: 011433970860
ContactId: 05e14f1f-336e-4dda-a515-99eb237268a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146559 ms
Total Talk Time (AGENT): 68241 ms
Total Talk Time (CUSTOMER): 78315 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/05e14f1f-336e-4dda-a515-99eb237268a0_20250310T18:14_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Uh, my name is [PII] and I have a question. Actually, I'm an employee of BD Staffing Agency, and, um, until last week, I requested a 3 months off from them. So I wonder how it will affect my insurance benefits.
[AGENT][NEUTRAL] OK, well, let's look at your policy, uh, and see what, uh, what is going on with it. What is your policy number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02567088.
[AGENT][NEUTRAL] OK, thank you. And if I could just verify uh your date of birth and the phone number, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII]. And my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you very much. Now, it, it doesn't really need to affect your insurance at all. Um, what will end up happening is, is that, uh, if, if you pay into the plan each week.
[AGENT][NEUTRAL] Um, then you will be eligible for, for each week. If you don't pay into the plan, then, then those will be the weeks that you're not, but as, as long as you pay into the plan, um, each week, then, then it's fine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. So since it's uh like a temp war, the week that they pay, I will be eligible for the services for that week. So it means that if I take uh take time off for 3 months since they don't.
[CUSTOMER][NEGATIVE] Contribute anything, I won't be eligible.
[AGENT][NEUTRAL] That's correct. Um, uh, once, once the, uh, once the, um, premiums, um, aren't, are, aren't paid, and then that's when you're not eligible.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, gotcha. OK. So, uh, OK, I got it. So when I go back to work again after 3 months, it will be back on automatically.
[AGENT][NEUTRAL] Yes, and what they'll do is they, they will go ahead and they will go ahead and let you know that um uh with your HR department, but yes, as long as you're, you're always eligible, as long as you're paying those premiums for each week.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh, got you, got you. OK, that's interesting. OK, thank you so much.
[AGENT][NEUTRAL] Is there any, anything else? Is there, if there's nothing else we can.
[CUSTOMER][NEUTRAL] That was my question.
[AGENT][POSITIVE] OK, well, there's nothing else to help with, and thank you for contacting AT. Have a good day.