AccountId: 011433970860
ContactId: 33ec3763-8f8c-4321-b5b9-24a998832814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269149 ms
Total Talk Time (AGENT): 89747 ms
Total Talk Time (CUSTOMER): 104003 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/33ec3763-8f8c-4321-b5b9-24a998832814_20250408T14:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Good morning. Um, I was just giving you a call because I got a medical bill from the, the, uh, I mean, the health clinic I went to for a like a regular checkup. And I just spoke with Be and a card and they said, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I got a bill saying that I was not under coverage, saying that your premium was not paid, so you have no coverage. But according to them, they said that I was active during this service and so I was wondering why did I get a bill.
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] Um, uh, I'll have to find out. Give me a second, um.
[CUSTOMER][POSITIVE] It's a good thing.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have employee ID. Do you know where I could find the policy number?
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] Uh, my full social?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] On my last 4. [PII].
[AGENT][NEUTRAL] Oh, the whole [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Do you have a last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Spell it
[CUSTOMER][NEUTRAL] What happened?
[AGENT][NEUTRAL] Could you spell the email with the email address that you just provided me, could you spell it?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and a call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, so my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in regards to a claim for date of service [PII]?
[CUSTOMER][NEUTRAL] Yeah, like a.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So your policy.
[AGENT][NEGATIVE] It's through a temp and whatever week that you don't do not work then a premium is not taken out of your check because there's no check available.
[CUSTOMER][NEUTRAL] Wait, wait, can you say one time?
[AGENT][NEUTRAL] So your policy, your policy is through a temp agency.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if there's no check produced for a premium to be taken, deducted from then there won't be any benefits of coverage for that week.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] So I guess on [PII], there was no coverage.
[CUSTOMER][NEUTRAL] Um, but so so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] But the thing is like the premium was taken out of my paycheck, so I'm so it's, it's, you think it's on the temp agency because they didn't pay.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] That's something that you have to discuss with your coordinator benefits at your employer.
[CUSTOMER][NEUTRAL] Through temp agency.
[CUSTOMER][NEUTRAL] So you said policy through temp agency um that that the check was not uh check was not sent.
[AGENT][NEUTRAL] Well you, you, so your policy is through North Staffing Group, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Uh, yes, you, it states that there was no premium paid for that week, so you don't have any coverage for that week.
[AGENT][NEUTRAL] So there's something that you would have to call them to verify.
[AGENT][NEUTRAL] Because this is a third-party administrator.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, no, no, no, no, this is perfect. Uh, this is a PAI number, PAI number. I really do appreciate everything you told me I'm gonna go speak with them and see we get this sorted out.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day, [PII]. Bye bye.
[CUSTOMER][POSITIVE] Alright have a good day bye bye.