AccountId: 011433970860
ContactId: 1ed45193-d156-4f82-af66-78f3bc37002d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262820 ms
Total Talk Time (AGENT): 141195 ms
Total Talk Time (CUSTOMER): 62839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/1ed45193-d156-4f82-af66-78f3bc37002d_20250128T20:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oh hi I was trying to check the uh status of uh my enrollment.
[AGENT][POSITIVE] OK, yeah, um, I'd love to help you with that today. Do you have, can I have your name, please?
[CUSTOMER][NEUTRAL] Uh, my first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Would it have been under yourself through your employer?
[CUSTOMER][NEUTRAL] Uh, through my employer, uh, surge Staffing LLC.
[AGENT][POSITIVE] Perfect. And Mr. [PII], I can try to search for your policy with your social if you'd like me.
[CUSTOMER][NEUTRAL] I have my card right here, my policy number.
[AGENT][NEUTRAL] Oh, what's that policy number?
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 59059
[AGENT][NEUTRAL] OK, let me pull that up for you, sir.
[AGENT][NEUTRAL] And Mr. [PII], would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, and could you also verify please your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you I really appreciate that. The only other thing to verify my friend, is just that email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alrighty and I do see that so.
[AGENT][NEUTRAL] I am looking at the policy. It looks like this policy is no longer active. It hasn't been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They said it was the effective date was [PII].
[AGENT][NEUTRAL] OK, yes, I do see that's when it became effective and then I show the.
[AGENT][NEUTRAL] The ending date on it as.
[AGENT][NEUTRAL] I'm so sorry, let me go back to that [PII], so it looks like it was only active for like 6 days.
[CUSTOMER][NEUTRAL] Why is that?
[AGENT][NEUTRAL] You know, I'm not entirely sure. Let me see, it looks like.
[AGENT][NEUTRAL] On this side it looks like benefits in a card who coordinates those benefits um sent us notice to term the policy.
[AGENT][NEUTRAL] Um, but it doesn't give us a why. We just got notice from the from the group that coordinates those benefits that the policy was to be terminated.
[CUSTOMER][NEUTRAL] So you guys took money out of my check only for 6, like, like what was that for?
[CUSTOMER][NEGATIVE] Like why did I pay out of my check, you guys, and then you guys canceled it after 6 or 7 days?
[AGENT][NEUTRAL] Well, so
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] You honestly you'll really need to get in contact with benefits and a card they're the ones that you're paying and they're the ones like so we build them but they bill you sort of deal like they're a middle man but they're the ones who coordinate all of your benefits and so I wouldn't even be able to see any of that information um we just received reports from them but they have all of that information and I can give you their contact if you'd like.
[CUSTOMER][NEUTRAL] Who do I need to call?
[AGENT][NEUTRAL] The company has benefits in a cardI BIC for short.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now that number is on the back of this card.
[AGENT][NEUTRAL] It should be like the the one that ends in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so they coordinate all of your benefits, and they're the ones that like tell us when you're eligible and everything like that, so they would have that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. I wish you the best of luck, sir.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] My pleasure. Bye bye.