AccountId: 011433970860
ContactId: 0c0752f7-40a1-4bd4-8f76-d9e0528c0370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253050 ms
Total Talk Time (AGENT): 94696 ms
Total Talk Time (CUSTOMER): 94058 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0c0752f7-40a1-4bd4-8f76-d9e0528c0370_20250422T14:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling NPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I wanted to know, um, is my coverage ending or is there a way to keep it going?
[AGENT][NEUTRAL] OK, um, I can check and see if you can put your policy, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I have 02610835.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. [PII] and [PII].
[AGENT][NEUTRAL] And you still with PRC staffing?
[CUSTOMER][NEUTRAL] I am not with you anymore. That's why I was calling to see if there's a way to keep the coverage going or not.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh, OK. So you got this uh through uh TCRN Benefits in a card. Um, Benefits in a card is the one that handles the premium and see um you can check with them to see if you can keep the policy as an individual. What I can do is go ahead and transfer you over to Benefits in a card.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you.
[AGENT][POSITIVE] All right. Let me go ahead and get them on the line for you, OK? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And let me give you the number just in case you need it for future or if we get term if we get um the call gets dropped or anything like that. Um, but the number is 1-800.
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] 4856.
[AGENT][NEUTRAL] Again, that's 1-800497.
[CUSTOMER][NEUTRAL] 45 6.
[AGENT][NEUTRAL] Yes, 4856.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And do you know what day the policy ends on? Can you see that right now?
[AGENT][NEUTRAL] We don't have that information. Only benefits in a card handles that. Um, they're the ones that put this policy together. So they're the ones that do the cancellation, the new enrollments, um, any changes or anything like that goes through them.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gotcha. OK. Thank you.
[AGENT][NEUTRAL] OK, you're welcome, Ms. [PII]. One moment, let me go ahead and get benefits in a card for us on the line, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment. You are.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Hi, good morning. Thank you for calling Benefits in a card. My name is [PII]. Who do I have the pleasure of speaking with?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] And how can I assist you, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, I wanted to know if my policy has ended or when it does end and if there's a way for me to extend it if I wanna keep it.
[CUSTOMER][NEUTRAL] OK, what's the name of the staff agency you work for?
[CUSTOMER][NEUTRAL] TRC
[CUSTOMER][NEUTRAL] And the last four digits of your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alrighty, let's take a look here give me one moment.