AccountId: 011433970860
ContactId: 2509c3dd-e7bb-4357-be1a-5d5d2fe9ac5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1555209 ms
Total Talk Time (AGENT): 682691 ms
Total Talk Time (CUSTOMER): 453800 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2509c3dd-e7bb-4357-be1a-5d5d2fe9ac5d_20250129T17:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] calling.
[CUSTOMER][NEUTRAL] Uh, hey, so, um, I have, um, recently, uh,
[CUSTOMER][NEUTRAL] Uh, I, I, so I thought I had uh my benefits like set up. I thought I had, uh, I had done everything. Um, I was talking, uh.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] I just said, yes, sir.
[CUSTOMER][NEUTRAL] Oh, OK, uh, and I, I was talking with my, uh, with, uh, my boss and, uh.
[CUSTOMER][NEUTRAL] Few employee members, uh, just uh a couple of weeks ago, um, about, uh, you know, my insurance and then I had went on there.
[CUSTOMER][NEUTRAL] And I had uh
[CUSTOMER][NEGATIVE] Um, just put in, uh, because nothing that was showing that it was getting taken out of my check, um, so I went and I finally it let me uh make my account because it wasn't, uh, it wasn't letting me make my account or send my account up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for the longest time.
[CUSTOMER][POSITIVE] And uh I think I finally uh was able to put in for just the, um, you know, the insurance just from the company.
[CUSTOMER][NEUTRAL] Or, and I was just wondering if that was just still showing. I haven't uh been able to check my pay stub yet. Uh, I'm in, uh, I don't work today, so I have to go in, um, and use their computer because I still can't get it on mine. uh, but I was just wondering, uh, could you like, is there any way you can tell me if, you know, my insurance is going through.
[AGENT][NEUTRAL] OK, I should be able to help identify if you're in the system and what's going on, but before we proceed, Mr. [PII], is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Ms. [PII] and Mr. [PII], what's your employer's name?
[CUSTOMER][NEUTRAL] Oh, [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII] M.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What state are they located in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you go through benefits in a card, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, I, did I go through it on a card?
[AGENT][NEUTRAL] No, did you go through a third party that's called benefits and a card or big?
[CUSTOMER][NEUTRAL] Yeah, I think it, I think it's like, yeah, benefits or something, or I be or something like that, yeah, I think.
[AGENT][NEUTRAL] And if it's in a car.
[AGENT][NEUTRAL] OK. Hang on just a moment.
[AGENT][NEUTRAL] And it's moving awfully slow. Bear with me. I'm gonna do a name search. Can you spell your last name? [PII], Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and then my middle initial if that helps is A.
[AGENT][NEUTRAL] And [PII] is [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, [PII], uh, is my full name, [PII], yeah.
[AGENT][NEUTRAL] Oh, you are [PII], OK.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] It's moving really slow. I apologize.
[CUSTOMER][NEUTRAL] No, you're fine. Don't worry about it.
[AGENT][NEUTRAL] And when did you sign up with them? Was it last week or a couple weeks ago?
[CUSTOMER][NEUTRAL] It's been a couple weeks now, I think 2 weeks now.
[AGENT][NEUTRAL] 2 weeks, OK.
[CUSTOMER][NEGATIVE] Because I, uh, I had thought in like October, uh, when I had like first did it for like my dental and then like the regular coverage, uh, I had thought that it was all like set up and I thought it'd be OK, um, so I didn't think about, you know, when it came like November to reset uh sign up for my stuff because I thought I already had it taken care of, so it was just mis uh bad communication on my part I guess.
[AGENT][NEUTRAL] OK, what's the last four digits of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see. Give me just a second. I think I found you.
[AGENT][NEUTRAL] And can you verify your date of birth for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for that. I'm showing we've got an address on file. Can you verify that for me too, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, bear with me one moment.
[AGENT][NEUTRAL] It's showing that you had a policy with us, but I'm not seeing anything new, but I'm trying to go into the benefits and the cards portal if you'll just bear with me while I get that information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know we're getting a lot of new business with benefits in a car, so it may be that we're still in the process of getting your group set up and that may be why you're not in here, but let me make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the staffing agency was ADM?
[CUSTOMER][NEUTRAL] Yeah, I think, uh, the ABM stands for Archer, I mean, uh, Archer, uh, Daniel manufacturing.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] I'm still trying to get in their system. Just give me just a second.
[CUSTOMER][NEUTRAL] No, yeah, you're fine. Sorry if you hear me clicking around and stuff.
[AGENT][NEUTRAL] Oh no, you're fine. I just didn't want you to think we, the call dropped or I wasn't there, here with you anymore.
[CUSTOMER][POSITIVE] OK, no, that's fine. I appreciate you.
[CUSTOMER][NEUTRAL] Right, and you're, uh, uh, sorry, I just had one question. You, you were saying the 90 degree benefit card, right?
[AGENT][NEGATIVE] No benefits in a card, um, is what I was thinking, yeah.
[CUSTOMER][NEUTRAL] Open up it in a card.
[AGENT][NEUTRAL] Yeah, which is BIC. It's a temp agency.
[AGENT][NEUTRAL] You are showing in their system, but.
[AGENT][NEUTRAL] You're not showing for anything active currently.
[CUSTOMER][NEUTRAL] What about uh
[CUSTOMER][NEUTRAL] I don't know what this is but uh focus work uh focus workforce management.
[AGENT][NEUTRAL] Let me do you
[AGENT][NEUTRAL] Yeah, workforce management, there's three benefits in a card as well. Um, it's showing you had a dental on [PII], but I guess you might have went on COBR because it's saying COBR enrollment on their site, and then it's saying it ended on [PII], which is correlating with what we got in the system, but I'm not seeing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I think what happened was, uh, like I said, I thought I had it like set up and maybe, uh, I didn't like renew or set it up in time or something.
[AGENT][NEUTRAL] Yeah, and it did
[CUSTOMER][NEUTRAL] And I'm thinking that's what happened.
[AGENT][NEUTRAL] Show that they set you up with anything new.
[AGENT][NEUTRAL] On their system
[CUSTOMER][NEUTRAL] So you think it would have just kept on going, right?
[AGENT][NEUTRAL] Well, if you did the COR, they, you would have had to make payments directly through them to keep it going. um if you're not with, if you're not working with them anymore, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's how that would work, but if you're still working with them, then they should be payroll deducting it, but I don't see anything in here showing that you should have anything else.
[AGENT][NEUTRAL] Through them
[CUSTOMER][NEGATIVE] OK, because I just tried to make an account and it wouldn't even let me make an account on there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, because you're not active in our system. Once you get active in our system you can create an account you'll be able to visibly see your your information but because you're not active in our system is why you can't create an account. Did you go on our website, American Public Life?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, American Public, yeah. I, I, I typed in the ww or or the W secured um um.
[AGENT][NEUTRAL] Yeah, that's why.
[AGENT][NEGATIVE] Mm, sick here at [PII]. Oh.
[CUSTOMER][NEUTRAL] And yeah, yeah, yeah.
[AGENT][NEUTRAL] So what I'm gonna suggest, Mr. [PII], is if you do think you should, you should have coverage and you did sign up like you're stating, I'm gonna suggest that you contact benefits on a card and get back with them because we do have access to their system. And like I said, I did pull their system up, but it's not showing any new, and it, they may be, I know normally, I don't wanna say it's 2 weeks.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] But normally, they have like a 2-week turnaround, like, so you get signed up and it takes about 2 weeks for us to get it. It's normally the next week or the second week. But because they're not, and, and most of the time when it's done that way, you are visibly seeing the insured's information on their site, but I'm not showing that on their site. Um, I can transfer you to them directly and I can give you the number as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, could, could you transfer me to them because like I said, um, um, when I, I, I can't remember the website it is now to that uh to even go on now, um.
[AGENT][NEUTRAL] OK, that's fine. I can transfer you. That's not a problem. Would you like to take their number down just in case there's a disconnection or if you have to go or anything like that that way.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, but, yeah.
[CUSTOMER][NEUTRAL] Oh, I think I have your guys' number or, or no, no, I had to call but whatever number, yeah, could I, um, give me one second. I gotta find my pen here.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Take your time. And this is benefits and a cards number, and this should be the agent's enrollment office that set you up with the insurance.
[CUSTOMER][NEUTRAL] OK, alright, one second here.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Benefit that you guys are benefiting the card right?
[AGENT][NEUTRAL] No, we're American Public Life. We're the insurance company that's, there's the insurance, but benefits and the card is the third party that administers the benefits as far as setting enrollments up and help you kind of with the details of the plan designs and how you can get it set up through us, um, that's what benefits card is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready whenever.
[AGENT][NEUTRAL] Alright, give me just a second. I had it pulled up.
[AGENT][NEUTRAL] OK, so the number for them is gonna be [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] 497
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 48
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] 56 OK awesome.
[AGENT][POSITIVE] And if you'll bear with me just a moment I can transfer you directly to them and I'll make sure I get someone before I release you. Is there anything else I can help you with today before you go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, um, so like, like, uh, since I, uh,
[CUSTOMER][NEUTRAL] So even though I did do the.
[CUSTOMER][NEUTRAL] Uh, you know, I signed up for the insurance just through my job or whatever, um.
[CUSTOMER][NEGATIVE] Oh jeez, what was I just gonna ask, um, so if it would have been like, uh, going or active, it should have been taken out.
[CUSTOMER][NEUTRAL] Uh, of just my last pay stub, right? You would think.
[AGENT][NEUTRAL] I would think, yes, sir. And then it should also be reflecting that benefits in your car should have something reflecting that it, it was set up and that's why I'm referring you back to them because I, it's not reflecting that on their side. They're just showing what we show, which is the last coverage you had was back last year, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, and it, like I said, it may be a turnaround delay. I, I'm not sure, but that's why I'm referring you back to them to just kind of double check and if like if it is like you stated you guys, you signed up two weeks ago, we will definitely honor the affected date even if it was.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Two weeks ago, a month ago, you know, we, we're, we're allowed to go back when we're dealing with benefits in a card so many months anyway, so don't worry that you're not gonna have your initial effective date. You will have that initial effective date. We just need to make sure that they are getting us the information and if it's an error on our part, they will contact us directly and ask us to set you up individually and we normally when we get those requests, we do it within that 24 hour turnaround and we confirm with them um your information so.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like I said, if it's if it's a delay, it could be that you'll be getting set up next week or it could be that they haven't sent it to us or it could also be a new group, so that's.
[CUSTOMER][NEUTRAL] Oh wait, actually, uh, 11 question here, um, I think I'm OK so you guys said that it was effective in May, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Your dental plan.
[CUSTOMER][NEUTRAL] Yeah, OK, and so because, uh, I, like I said, I'm trying, I'm, I'm, I'm so bad at my mail. I've, you know, I'm finally, you know, you know, finally on my, you know, responsible stuff, keeping all my, you know, mail together trying to, you know, get through it all, um, but I, I, I do have the card now that I'm look I was looking through some stuff and I found, uh, the card is this the right card that they would have gave me? There is the one card I already read to you that Focus Workforce management, right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, our the dental cord would have came from American Public Life, and it is gonna have an APL logo. So that part.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah, it says like Carrington right on it.
[AGENT][NEUTRAL] Yes, yes, yes, that's your PPO network.
[CUSTOMER][NEUTRAL] Yeah, OK, and then I do, OK, so I have that right here and it says, uh, like you said effective date was [PII] or [PII], so like I said, I thought that I was all good. I didn't have to sign, you know what I mean?
[AGENT][NEUTRAL] Right, and it's showing on their website that they set you up on COR, so that's why I was saying the COR, the way the COR works is, is that once you left the employer, you decided that you wanted to keep it, but you had to make payments directly to benefits in a car to keep it. So I'm not sure if.
[AGENT][NEUTRAL] If you didn't, yeah.
[CUSTOMER][NEUTRAL] Oh wait, so they, you had to pay out of pocket, right?
[AGENT][NEUTRAL] Right, because if you're no longer with the group, they're not payroll deducting it, but if you're still with the group, it should still be payroll deducted, but for some reason, and I, I can't explain it because again it's on benefits on a cards website maybe they can shed a little bit more light on what happened, but they're showing you as a cobra enrollment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I'm not sure if that meant. COROR means that you left your employer and you wanted to keep your insurance, but there's a catch-22. If you go on COR, you are responsible for paying those premiums directly through through the third party. In this case, it would be benefits in a car.
[CUSTOMER][NEUTRAL] What what is that?
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] Because we don't allow portability of you being able to pay for it individually directly through us because the plan that you have is a specific plan for a specific group and we don't sell individual dental plans outside of that. So that's why you couldn't pay us directly and keep it through us. You would have had to went through benefits on a card, um, and you are allowed to do that, go through them and keep it on Cobra. But like I said, they're showing you as your status.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] They're showing you started on 5 status in October enrollment and then that's it. They don't have anything else listed.
[CUSTOMER][NEUTRAL] I, I think I know what happened.
[CUSTOMER][NEUTRAL] OK, I, I think I know because uh when I started there I was, I was through the temp agency and then I got hired on.
[AGENT][NEUTRAL] Permanently. OK. And I think your insurance might change when you get hired permanently. I'm not sure. I think they offer a different setup of um enrollment insurance coverage cause I think they have a set of benefits for a team and then permanent placement gets a different insurance. Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, so I mean, do you want me to transfer you to benefits and a card or you can go back?
[CUSTOMER][POSITIVE] Yes, no, yes, please, so I'm sorry that I'm still asking you all these questions. I just really like your accent.
[AGENT][POSITIVE] Oh, no, no, no. Don't be sorry. You wanted to know oh thank you. Uh, don't, no need to apologize. You just, you know, you wanna know what's going on and that's the only way you're gonna know is if you ask questions. So, uh, I completely understand.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] No, right, I appreciate you.
[AGENT][NEUTRAL] No problem, Mr. [PII]. But like I said, if they tell you that they don't have anything, you might wanna go back to your employer and ask them, you know, I signed up for this.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[AGENT][NEUTRAL] I'm sorry, Mr. [PII], we got disconnected real quick. I'm sorry. Um, I was just saying.
[CUSTOMER][NEGATIVE] Oh, that's why I was actually really sad for a second. I was like, hey, she's a little talking.
[AGENT][NEGATIVE] No, it's like it's because I had the number up and I clicked um trying to transfer you already. I got, I got trigger happy over here but um if they tell you that they don't see anything for, for you, I would definitely go back to my employer and ask them, hey, I, I signed up for this insurance. I'm not seeing being payroll deducted.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can you at least tell me the carrier it's with or did it even get set up that kind of thing and somebody in your HR department should be able to verify what's what and what you did if it's through them directly um they should be able to help you.
[CUSTOMER][NEUTRAL] OK, because like I said, I went on that website and I seen that I couldn't sign up for like or like change like the dental or anything like that, but it let me uh apply for my uh coverage straight to the company because I must because it was it wasn't letting me do it for the longest time. So, um, and like I said I did that two weeks ago, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And it may be that you're just set up with a different company. That's why I'm suggesting if benefit, benefits in a card tells you, hey, you didn't sign up with us, they don't see anything, um, definitely go back to your employer and tell them what you did and, and just ask them because a lot of times employers do have several different insurance entities that they deal with and they have certain plan designs with. So that's why I'm saying somebody should be able to give you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At least some kind of information on what what was what and what they'd be what they will be payroll deducting you for as well.
[CUSTOMER][POSITIVE] OK, well, yeah, thank you. I, I'm gonna go in there actually today so.
[AGENT][NEUTRAL] OK. All right. Well, I'm gonna place you on a brief hold, Mr. [PII], if there's nothing else I can help you with, and I'm gonna transfer you to benefits and a card.
[CUSTOMER][POSITIVE] OK, well thank you so much you've been lovely.
[AGENT][POSITIVE] Thank you, Mr. [PII]. It's been a pleasure as well. And I hope you have a wonderful day and thanks for calling APL on hold, please.
[CUSTOMER][POSITIVE] No problem you too.
[CUSTOMER][POSITIVE] Such a lovely person, her accent.
[CUSTOMER][NEGATIVE] Uh, stay away.
[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][NEUTRAL] Thank you for calling. Speak English. Please wait for the next available agent. There are 2 callers ahead of you. You may press the star key at any time to leave a voicemail.
[AGENT][NEUTRAL] Mr. [PII], they've got a wait time and it looks like there's 2 callers ahead of you. Do you want me to go ahead and transfer you while you wait? Um, or do you just wanna, you could leave a message too and they'll call you back. It's whatever you wanna do.
[CUSTOMER][POSITIVE] Um, you know what, I might as well just keep me on the transfer because I feel like that's probably the fastest though.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and connect you, but I'm gonna drop off because again there's a wait time um but if anything feel free to contact us back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate you so much.
[AGENT][POSITIVE] You're welcome Mr. [PII]. I'm gonna release you now and I hope you have a good day.
[CUSTOMER][NEUTRAL] I hope you have a better one thank you.
[AGENT][POSITIVE] Thank you.