AccountId: 011433970860
ContactId: 2db1f948-4c0e-494f-ba58-2a4c0e8c3e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481329 ms
Total Talk Time (AGENT): 141954 ms
Total Talk Time (CUSTOMER): 56059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/2db1f948-4c0e-494f-ba58-2a4c0e8c3e63_20250113T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII], and I was wondering if I'm, if I'm able to cancel my, my plan.
[AGENT][NEUTRAL] Yeah, we can definitely take a look at canceling it. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where can I find the policy number?
[AGENT][NEUTRAL] If you're looking at the card, you should see um, I'm not sure what type of plan you have. You should see a member ID or an in-hospital or an outpatient number.
[CUSTOMER][NEUTRAL] Like the employee ID?
[AGENT][NEUTRAL] No, the employee ID probably starts with a letter, am I correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's not that. It should start with like a 01 or a 02. Do you see a certificate number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I can check by your name. Can you spell your name or you can give me your social, either one.
[CUSTOMER][NEUTRAL] Uh, my name is, uh, it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it. Oh, my whole name? Yeah, my last, my last name too?
[AGENT][NEUTRAL] Yeah, I need the last name. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, [PII]. Let me take a look and just search by your full name here.
[AGENT][NEUTRAL] Um, what state do you live in, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Do you have the policy through an employer? is that who you're getting it through?
[CUSTOMER][NEUTRAL] Uh, it's through a staffing agency.
[AGENT][NEUTRAL] Through a staffing agency, OK.
[AGENT][NEUTRAL] So,
[AGENT][NEGATIVE] When I do a search by your name, nothing comes up right off the bat.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Who is the staffing agency, do you know?
[CUSTOMER][NEUTRAL] Uh, Wagner staffing.
[CUSTOMER][NEUTRAL] I found it because behind their card it says providers and.
[CUSTOMER][NEUTRAL] Has the number I'm calling right now.
[AGENT][NEUTRAL] Do you see a group number on the card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 9463.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK. Yeah, I'm not.
[AGENT][NEUTRAL] I'm not finding anything under your name. You should most of these when they're through a staffing agency, I will let you know that it has to be canceled within the group itself through the staffing agency. There's a different contact number uh to cancel coverage.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So, um, do you see anything on the card that talks about like multiplan or benefits on a card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says multiplayer, yeah.
[AGENT][NEUTRAL] It says multi plan on it? OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Anytime through these staffing agencies, the cancel coverage does go through benefits in a card.
[AGENT][NEUTRAL] Um, I know that for certain we can't cancel the coverage, so let me transfer you to them because they should, they may be able to pull it by your employee ID. Do you wanna write down their number just in case?
[CUSTOMER][NEUTRAL] Yes, give me one second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Um, their phone number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will uh transfer you over there. Eloy, give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.