AccountId: 011433970860
ContactId: 31debaa0-1bd5-403c-a03d-c88843239171
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444260 ms
Total Talk Time (AGENT): 212359 ms
Total Talk Time (CUSTOMER): 120836 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/31debaa0-1bd5-403c-a03d-c88843239171_20241231T15:01_UTC.wav
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[CUSTOMER][NEUTRAL] Did you eat bread?
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh yes, ma'am. I work for Apple Green and I did my benefits online but I can't seem to reach uh my benefits. Um, they were wiped off my ADP.
[AGENT][NEUTRAL] OK, so you're trying to see if you're enrolled in our insurance?
[CUSTOMER][NEUTRAL] Yeah, I did get accident insurance. I did get um dental, eyeglass coverage, uh, my life insurance, everything except the medical part of it cause I have medical coverage, but I don't have all the others. And it got wiped off my ADP and I'm trying to get a hold of somebody through Apple Green, but they're not seeing to return my call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so the only thing I can do is just let you know what I see on our end, like what policies you have with us, but in terms of like enrollment, it'll have to be through the employer because everything is through the employer.
[AGENT][POSITIVE] But I can definitely look and see what you have with us so far.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] OK. Could you do that for me?
[AGENT][NEUTRAL] Sure, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And [PII], what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And your last name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment, I'm gonna search with the name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I know I have the benefits because my fidelity is um on my page.
[CUSTOMER][NEUTRAL] Under my Fidelity, Apple green is under there.
[AGENT][NEUTRAL] But just
[AGENT][NEUTRAL] You said Apple green?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, we have a, is it Apple Green Central Services? We have a travel plaza, electrical vehicle.
[CUSTOMER][NEUTRAL] Travel, travel. Travel.
[AGENT][NEUTRAL] Travel, OK.
[AGENT][NEUTRAL] Hold on one second, this is the group.
[AGENT][NEUTRAL] So, I'm not showing anything yet. That doesn't mean that you're not enrolled. So what, what, how that happens is, so you enroll in your policies and then they send that whole enrollment to us in writing and then that's when we generate the policies. So, I have a number here, I don't know if it's different than what you have, it's for our contact, um, for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I ask you this?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My husband fell down a flight of stairs yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he injured his leg.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How do I go about that?
[AGENT][NEUTRAL] Well, the first thing is you have to, you're, you're gonna have to get someone with the company to confirm that the policies.
[AGENT][NEUTRAL] have been sent over and are active because I can search if you like with your social, but with just your first and last name, there's nothing here yet.
[AGENT][NEUTRAL] But that's not alarming.
[CUSTOMER][POSITIVE] Yeah I'll give you my so you can accept it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] So I'm waiting for everything to come up here.
[AGENT][NEUTRAL] Yeah, there's nothing with the social either. OK, so the first thing is I can give you the number to the group, um, if you want to try to contact them, let them know that you have enrolled, um.
[AGENT][NEGATIVE] But it doesn't sound like they've sent everything over to us for the actual enrollment. You're just getting selecting the policies right now.
[AGENT][NEUTRAL] And then um if they have your information as far as like a, well, they wouldn't because I would be able to see it.
[AGENT][NEUTRAL] We'll have to get with the group.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the first place to start because I don't know where they are with the selecting and sending everything over to us, but there it's not here yet.
[AGENT][NEUTRAL] For a policy to be generated. After that,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mention to them about your medical too cause if you signed up for accident, yes, that's that could be considered an accident, um, but mention that medical to them too, cause you said you didn't see it anymore, right?
[CUSTOMER][NEUTRAL] I didn't see none of it.
[AGENT][NEUTRAL] Yeah. We gotta, we gotta go back to the group first. Um.
[AGENT][NEUTRAL] And start there and see where they are in the process. And if your policies have been sent over to us because let them know you called APL but we checked with the name and social, we don't have anything yet.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, do you have your phone number? Another number?
[AGENT][NEUTRAL] Yes, um, let me tell you what I have [PII].
[AGENT][NEUTRAL] Um, I have phone number [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'll try that number.
[AGENT][POSITIVE] OK, that's the contact number that we have for the group, so I hope that helps you.
[CUSTOMER][NEGATIVE] OK. All right, I'll try it. But I, I've been having problems with my ADP page, um, like one day everything will be there, then the next day it just wipes out and I have to re-log in and it's just like different things like I'll, I'll go on it and then all of a sudden it
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Was
[CUSTOMER][NEGATIVE] I'll log in and then it'll it'll just go off my phone and then I have to go back on the page again.
[AGENT][NEGATIVE] It's gone.
[AGENT][POSITIVE] Yeah, I, that doesn't sound right. I, yeah, let's start with the group and if you, if you do need us again, my name is [PII]. I'm the only [PII] here, so, uh, even if someone else answers, they'll be able to get you to me if you need more help.
[CUSTOMER][POSITIVE] OK. All right. All right, thank you very much. Bye-bye.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and Happy New Year.
[CUSTOMER][POSITIVE] Happy New Year.
[AGENT][POSITIVE] Thank you, bye bye.