AccountId: 011433970860
ContactId: 35865e8a-c054-4f92-9748-d4abf66854d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410959 ms
Total Talk Time (AGENT): 194418 ms
Total Talk Time (CUSTOMER): 124444 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/35865e8a-c054-4f92-9748-d4abf66854d9_20250422T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, my name is [PII]. I just have a question, um, in regards to my policy.
[CUSTOMER][NEUTRAL] So I was wondering um.
[AGENT][NEUTRAL] OK, did you say you're Miss [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Um, oh, that I don't have. That's actually why I was calling. I was calling to see if I would be able to get it electronically because I haven't gotten my card yet.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can help you with that. Uh, Ms. [PII], are you the subscriber on the policy?
[AGENT][NEUTRAL] Is it through your employee? OK, what is your full social so I can look up your information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me just call that back to you. [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so I do not have a policy. I, I am not able to locate anything with your social. Um, do you, what company do you work for?
[CUSTOMER][NEUTRAL] It's the agency is ATC Healthcare.
[AGENT][NEUTRAL] OK, and what's it to be going into effect, Ms. [PII]?
[AGENT][POSITIVE] Oh, Ms. [PII], I'm so sorry.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, sorry, so what was that again?
[AGENT][NEUTRAL] When was your policy supposed to go into effect? Do you know?
[CUSTOMER][NEGATIVE] Oh, so they said it wasn't gonna go, it wasn't gonna be activated. They said until my first pay period, which is not until I guess like [PII], so they said when it gets deducted out of my first pay thing.
[AGENT][NEUTRAL] Oh, OK, so the.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Period or whatever.
[AGENT][NEUTRAL] OK, so your enrollment would have gone through benefits and a card and we have not received that enrollment information for you yet, so that's why we don't have a policy issued at this time.
[CUSTOMER][NEUTRAL] Oh OK, so do I need to call back the initial number that I called from before I can call them back the ATC benefits people then?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And you should be able to speak to, now, they won't be able to provide a home or an ID card. Yeah, I would recommend waiting because benefits in a card, they provide us the enrollment information when you whichever companies you enroll for coverage through, they provide that information.
[CUSTOMER][NEUTRAL] Or should I or should I wait?
[CUSTOMER][NEUTRAL] Oh, OK, cause I already, cause I already enrolled actually in it.
[AGENT][NEUTRAL] to us so if you, your policy.
[AGENT][NEUTRAL] Right, but it's not gone into effect yet, so they haven't received, we haven't received your enrollment information. Now, if you would like me to transfer you to benefits and a card to find out when we are going to be receiving that from them, you know, they may be able to tell you that. I'm not sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But their phone number is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that again is for uh for benefits and a card.
[CUSTOMER][NEUTRAL] [PII]. OK. Yeah, no I.
[CUSTOMER][NEUTRAL] Oh, OK, got you. Oh, OK, got you. Oh no, I have their number. They transferred me to you.
[CUSTOMER][NEUTRAL] To you guys, um, but yeah, no, I'll call them back and ask them when.
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Well, I can connect you over.
[AGENT][POSITIVE] Or if you would like, I, I'll be happy to transfer you.
[AGENT][NEUTRAL] If to see if they can tell you because we don't have your enrollment information yet.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it.
[AGENT][NEUTRAL] Sure. Well, is there anything else, um, Ms. [PII]?
[CUSTOMER][POSITIVE] Yeah, I wanna ask him. Yeah, thank you.
[AGENT][POSITIVE] You're welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] No, no, that's all. Thank you.
[AGENT][POSITIVE] Yes ma'am well thank you for calling APL and I hope you have a nice evening.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Yes ma'am. You're welcome. And do you know who you happen to speak with that then in a card?
[CUSTOMER][NEGATIVE] Um, no, I don't actually. I'm horrible with names and she said it kind of fast.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK. Well, that's OK. All right. Well, I'll be happy to connect you and again, it was nice speaking with you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[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][POSITIVE] Thank you for calling Benefits and a card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Well, hi, [PII], this is [PII] at APL. I been a while. How are you?
[CUSTOMER][POSITIVE] I'm doing well and yourself?
[AGENT][NEUTRAL] I'm fine, thank you. So I have a, a member, well, not yet a member, um, who is employed with ATC Healthcare Services. She was calling to get ID cards, but we do not have a policy issued for her yet. So she's wanting to find out when, you know, that's gonna be done.
[AGENT][NEUTRAL] And her name is
[CUSTOMER][NEUTRAL] Yeah, what's her first and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You said she works with ATC?
[AGENT][NEUTRAL] That's what she said. Uh-huh.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, I gotta pull it up here you can send her over.
[AGENT][POSITIVE] OK. All right, [PII]. Well, thank you so much and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You do the same, OK, [PII]?
[AGENT][POSITIVE] Thank you. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.