AccountId: 011433970860
ContactId: 107e93be-e410-4939-bcde-782791d9c5db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470799 ms
Total Talk Time (AGENT): 224600 ms
Total Talk Time (CUSTOMER): 99622 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/107e93be-e410-4939-bcde-782791d9c5db_20250203T15:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I have a couple of questions for you, ma'am. Um, I had started a new job at Applegreen.
[CUSTOMER][NEUTRAL] In November.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my husband fell down a flight of steps on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So how do I go about filing a claim?
[AGENT][NEUTRAL] OK. I can assist you with the instructions. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I don't. I don't even know where to find the policy number.
[AGENT][NEUTRAL] OK, I can check and see if we have your policy and may I have the spelling of your last name?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me have the spelling of your last name one more time just to make sure I got it correctly.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And you said your employer is Apple Green?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have that for me.
[AGENT][NEUTRAL] OK, um, I have several under Apple Green. Is it um.
[AGENT][NEUTRAL] Electric service, travel pass.
[AGENT][NEUTRAL] GF GFS part time.
[AGENT][NEUTRAL] Welcome center travel class at which one is?
[CUSTOMER][NEUTRAL] Welcome centered. It's uh um it's um, yeah.
[AGENT][NEUTRAL] Welcome Center, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Apple Green Plaza.
[AGENT][NEUTRAL] OK. Yeah, they have it divided into different groups for some reason, so let me check and see. Mhm.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] And then yeah.
[AGENT][NEUTRAL] OK, and I'm still searching, OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did you go by any other last names?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Did you go by any other last names?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, that's what I got, but I'm not pulling you on this group, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Do you mind providing the social to see if I can find you with your social? Maybe you're in a different group.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have, I have accidental insurance, I have dental insurance, I have uh eyeglass coverage.
[AGENT][NEUTRAL] OK, let me repeat this back to you.
[AGENT][NEUTRAL] And when did you start it with us? Was it this year or last year?
[AGENT][NEUTRAL] Last year you said in November?
[CUSTOMER][NEUTRAL] So I, I was hired on
[CUSTOMER][NEUTRAL] I was hired [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I guess I elected my benefits within that thirty-day period.
[CUSTOMER][NEUTRAL] And then it took place [PII] or something.
[AGENT][NEUTRAL] OK. All right. And let me repeat back um the social you gave me was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Nothing is pulling up with that social.
[CUSTOMER][NEUTRAL] Oh my gosh. What?
[CUSTOMER][NEGATIVE] I haven't, they're gonna be coming out of my paycheck.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, you might wanna check and see what, um, let me see, this is directly with them, OK, you might wanna check with HR department and see when they send in the information to us or if they did because I don't, I don't see you in the system. I don't see you in the list and I did not find your social in our system, so that means that account has not been created yet.
[CUSTOMER][POSITIVE] Wow. OK, so I have a question for you.
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK, so, so I was hired on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my benefits took place, um, I guess, coming out of my paycheck on [PII] or [PII].
[CUSTOMER][NEUTRAL] And my husband fell down the steps [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can I still submit a claim?
[AGENT][NEUTRAL] You can always submit a claim. Now, it's gonna be um based on the effective date of the policy. So an example, if, if you register to get benefits and um let's say that you register to get
[AGENT][NEUTRAL] Benefits on [PII], I'm sorry, [PII] because you said you were higher in [PII] and you have 30 days so I'm just gonna put the highest day which is um [PII] and you register on [PII] and your benefits was gonna start on [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Then, um, more than likely you will qualify. Now, if, um, by any chance, um, you register on [PII] and it's not gonna start into January, then you do not qualify for the benefits. So it really depends on the effective date of the policy once we receive the information.
[CUSTOMER][NEUTRAL] OK, I'll just have to call HR and um.
[CUSTOMER][NEUTRAL] Find out what's going on, I think.
[AGENT][NEUTRAL] Yeah, just call HRC if um they have it registered for you that you have a policy, um, see when is the effective date so you know exactly if it's something that it may be considered or not, um, and you can go ahead and um check and see when they send the documents because based on when they send the documents it's probably like.
[AGENT][NEUTRAL] I would say like 30 days for us to make the account like to create the whole account um and then we'll go ahead and send the paperwork out so um yeah we just need to check, you need to check with your HR to see if they did receive that um register.
[AGENT][NEUTRAL] If they do have the information, OK?
[CUSTOMER][POSITIVE] OK. All right. And I'll give you a call back. All right. Thank you.
[AGENT][POSITIVE] Yes, no problem. You're welcome and thank you.