AccountId: 011433970860
ContactId: 30ff04e9-fa7b-4457-a0e2-3700d8358548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452279 ms
Total Talk Time (AGENT): 165246 ms
Total Talk Time (CUSTOMER): 125203 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/30ff04e9-fa7b-4457-a0e2-3700d8358548_20250213T16:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, sir, um, OK, I need to call right now about, uh, my benefits, um, verification. I wanna know what kind of plan I have. Um, I'm with A track agency.
[AGENT][NEUTRAL] OK, yeah, um, you spoke to me, um.
[AGENT][NEUTRAL] And we did a uh-huh.
[CUSTOMER][NEUTRAL] Yeah, when, when I called them they said that's the right number. That's why I called back again.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, did they give you like a group number or anything else, any other information that might help find you in our system?
[CUSTOMER][NEGATIVE] Oh, you're breaking out. I couldn't hear you.
[AGENT][NEUTRAL] Uh, did they provided any like group number or any other information that might help to find you in our system?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, they just said it to call.
[AGENT][NEUTRAL] Yeah, because I, I, I put your, yeah, I put your social and it didn't pull with your social, and that's the main thing, um.
[AGENT][NEUTRAL] Uh, I can try this one more time. Um, bear with me just a second.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Try this other system uh go ahead with this.
[CUSTOMER][NEUTRAL] The plan is like $3.03 dollars 53 monthly.
[CUSTOMER][NEUTRAL] Uh, every week, I mean.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The plan that they give me is like a 3.
[CUSTOMER][NEUTRAL] 363 weekly?
[CUSTOMER][NEUTRAL] This is it's a primary.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] We have many, many products that the amount is, is not gonna um give me any information, but yeah, go ahead with your social. I can go ahead and try your social one more time.
[CUSTOMER][NEUTRAL] So, can you try again?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me repeat it back before I submit it, OK? So I have [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you, OK, nothing pulled up with the social again and you said the company name is O N T R A C K on track?
[CUSTOMER][POSITIVE] Yeah, on track.
[AGENT][NEUTRAL] Let me send a message out and
[CUSTOMER][NEUTRAL] Oh, no, the [PII] the, that's like the agency, the one like they send me the way like I could, but the company I'm working with is.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see my email.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, the company name I think is reconnect.
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is RECO.
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] X
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] I don't know if that is the name of the company, yeah, reconnect.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We going.
[AGENT][NEUTRAL] you're working for Reconnect or you're working for On track? You're working for the temp agency or you're working for the company itself?
[CUSTOMER][NEUTRAL] Um, I'm, I'm working with the agency, so the agency name is all the on track, but, uh, the company I'm working with is the Reconnect, so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, if you're with the agency with the temp agency, then you should be under the temp agency and with On track. Um, I did, I went ahead and put that information in the system we reconnect to see if we have anything, but no, we don't have that and um let me try one more time for On track.
[AGENT][NEUTRAL] And we don't have on track. Let me check. I'm just gonna send a message to um customer service and see if they have any information about this group, um, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just waiting for a message to see if they know anything about that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That employer.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No. No. um, yeah, I ask any other.
[AGENT][NEUTRAL] Um, work co-workers and they have not heard anything about on track as well, so.
[AGENT][NEUTRAL] Yeah, you, you might wanna call them back and see, yeah, if they have a group number with us, with APL or um to see how you can um how they can get in contact with us if they need to um because we don't, we don't have them in our system. I, I didn't find anything under your social either.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, I will. Thank you so much for your help.
[AGENT][POSITIVE] Right. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's OK.