AccountId: 011433970860
ContactId: 230dcf93-775f-4b51-bb7c-3410515806fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459320 ms
Total Talk Time (AGENT): 165827 ms
Total Talk Time (CUSTOMER): 133871 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/230dcf93-775f-4b51-bb7c-3410515806fb_20250402T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. Yeah, I was calling yesterday. Uh, I'm calling because I have this policy, uh, benefit with this LP, but my staffing, uh, I'm not working with my staffing. So can you help me, how can I get, how can I continue have this benefit?
[AGENT][NEUTRAL] Oh, I'm sorry. OK, who do you work for?
[CUSTOMER][NEUTRAL] For Morales group.
[AGENT][NEUTRAL] For the Morales group, OK, hold on a second.
[AGENT][NEUTRAL] Are you leaving them? Are you, are you asking about keeping your insurance? I mean, uh.
[CUSTOMER][NEUTRAL] Sorry, because uh.
[AGENT][NEUTRAL] What exactly is it that you're needing to know?
[CUSTOMER][NEUTRAL] Uh, yeah, I was working with a moral uh group and stuffing.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then I think it's very close with me, uh, the, I have this benefit card I paying every week.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, and what, what's your actual, OK, yeah, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] So I need, yeah.
[CUSTOMER][NEUTRAL] Mm, well, yeah, help me. How can I keep it this one? No, me, I'm working on another stuff in another work.
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're working at another staffing agency and you wanna know how you can keep your benefits that you have from Morales.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yes, yeah, because they more or less they do, they close with me, they say they don't want to work no more with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so they ended your contract?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, did you check with them to see, like, let me see what, let me pull them up. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So, are you, when did they have you been released recently? What do you know when your last day was?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] When I worked the last day with Morales, uh, [PII] something.
[AGENT][NEUTRAL] In February? OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK. So, let's see.
[AGENT][NEUTRAL] Let me pull one of these up. So what, what benefits are you wanting to try to keep?
[CUSTOMER][NEUTRAL] Yes, because, um, I can't, you know, I wanna keep that one. I paid the last 23 weeks by myself.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] But how can I keep this one? Because, when I tell them.
[AGENT][NEUTRAL] I guess when I'm trying to, when I'm trying to, yeah, when I'm trying to ask you is which policies were you wanting to keep, I'm sorry, were you wanting to keep?
[AGENT][NEUTRAL] Like the hospital policy?
[CUSTOMER][NEUTRAL] Oh, I think you.
[CUSTOMER][NEUTRAL] Hospital policy in all of them, but moving with this uh with the new stuff I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me.
[AGENT][NEUTRAL] Let me get you, um, trying to get you to customer service. Hang on a second, let me look at your policy certificates. Give me just a second.
[AGENT][NEUTRAL] See if they have that option.
[CUSTOMER][NEUTRAL] Sorry, because I'm a break room, that's why I don't speak loud.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Sorry, I'm looking through the policy. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Normally when you leave an employer if there's coverage that you can keep they'll usually send out a cover letter we don't do that so I'm just trying to see.
[AGENT][NEUTRAL] I'm gonna let you talk to our customer service department so they can answer whether or not you can keep any of these policies. So hold on just one second, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] Broker Resources. I have a customer on the phone. She's, um, she's with, uh, she's with, with Vic. I don't know if you're familiar with them, but she's got some policies and it looks like she's leaving her temp agency, and she's wanting to know if she can keep any of her policies if they're portable. Can you help her with that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sure, I can. Uh, what is, uh, the policy number?
[AGENT][NEUTRAL] Here's one of them. Let's see, hold on, let me make sure it's right, um, 259-810-9.
[AGENT][NEUTRAL] Her name is [PII]. I'm not sure how you pronounce her name, [PII].
[AGENT][NEUTRAL] She didn't really say it. She spelled it out for me, so I'm not sure how to say it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, no problem. Um.
[CUSTOMER][NEUTRAL] Oh, it's a lot of them.
[AGENT][NEUTRAL] Yeah, she has several.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Um, you can go ahead and handle her, send her over. I'll handle her. Mhm.
[AGENT][NEUTRAL] OK, OK, OK. Her callback, her callback number is [PII] I mean sorry, let me start over [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Ready?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. I'm gonna pull her on just a second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Miss [PII], I have, I have [PII] on the phone and she's gonna help you, OK?
[CUSTOMER][NEUTRAL] Yes, I'm waiting.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][POSITIVE] OK, thank you. You have a good day.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Bye bye.