AccountId: 011433970860
ContactId: 35aad222-983e-4981-be83-dadd5d34d161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 673719 ms
Total Talk Time (AGENT): 308969 ms
Total Talk Time (CUSTOMER): 171166 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/35aad222-983e-4981-be83-dadd5d34d161_20250422T20:35_UTC.wav
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[CUSTOMER][POSITIVE] and set yourself up for the next 10 years, yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi I am looking to see if I can get a closure notice from you guys.
[AGENT][NEUTRAL] Um, so you're needing a notice telling you that your policy is lapsed?
[CUSTOMER][NEUTRAL] Yes, so I was employed through yeah, so I was employed through Doherty staffing services who use benefits on the card who.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Went through you guys to provide me for my health insurance while I switched jobs, but I need a closure notice to go.
[CUSTOMER][NEUTRAL] To the state of [PII] to prove that I had a life changing events so I can get health insurance from somewhere else.
[AGENT][POSITIVE] OK, no problem. I'll be happy to help you with getting that information today. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII] and just in case we get disconnected what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] 232
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEGATIVE] I do not. No.
[AGENT][NEUTRAL] OK, that's totally fine. I can look it up by your social.
[CUSTOMER][NEUTRAL] OK. Uh, [PII].
[AGENT][NEUTRAL] All right, give me just a minute to search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But picture yourself right you talk about June and CJ that that like.
[CUSTOMER][POSITIVE] There's a place that for me you could be in for that.
[AGENT][NEUTRAL] Alright, [PII], I was able to locate a policy for you. I just need to verify some information before we can move any further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What what is
[AGENT][NEUTRAL] All right. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you so much for verifying all that information for me. Let me take a look here at your policies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Mr. [PII], so this is through benefits and a card, um, so they have not canceled your policies yet.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I would not be able to provide any type of uh notification that they've been lapsed uh benefits in a card we'll have to do that for you um I can get somebody on the line from um.
[AGENT][POSITIVE] Benefits in a card to help you or I can give you their phone number whichever way would be easiest for you.
[CUSTOMER][MIXED] Yeah, you can get someone on the line. I just, I actually just got off the phone with them, so it's just kind of confusing but it's OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I do apologize um that you're getting having to go around in circles, um, but yeah, we, we can't provide anything until the policy is actually lapsed, so anything that we provided for you would show that it's still active, um, so let me check one more thing real quick before I transfer you hold on just a moment.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So yeah let me get you over to them um and they should be able to provide that for you since we haven't gotten their request yet to turn the policies um I'm gonna get somebody on the line for you and go ahead and give them your information.
[AGENT][NEUTRAL] Um, was there anything else I could do for you in the meantime?
[CUSTOMER][NEUTRAL] So I basically just need them to cancel the policies that I have with you guys.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes sir, I understand. Well, I do apologize that it's not going as easily as it should, um, but I'll get somebody on the line for you and let us know if there's anything else that we can do for you, OK?
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][NEUTRAL] Yeah, I just need them to, I need to tell them to cancel the policies I have that they have with you, right? That's kind of as simple as it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, and tell them that you need, right, yes sir, and that you can tell him that you called us and we told we said that you know uh the policies are still active um and tell them that you need.
[AGENT][NEUTRAL] A um letter from them stating that your policy termed and the date that it turned on that's gonna be what you need and they should be able to provide that to you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] OK, no problem, Mr. [PII]. I hope you have a wonderful day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Thank you, hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[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][NEUTRAL] Thank you for calling Benefits on a card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I am in the customer service department at APL. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I am good, thank you. Um, I have an insured. He's calling because he needs a um certificate of coverage letter.
[AGENT][NEUTRAL] Can you help him with that? We're still showing him active on our side and um I have notes that says to send those types of requests to y'all.
[CUSTOMER][NEUTRAL] OK, um, what's the name of the agency you work or he works for? I'm sorry.
[AGENT][NEUTRAL] Uh, Doherty Staffing Solutions, D [PII]
[CUSTOMER][NEUTRAL] OK, and the last 4 of his social?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, do you mind verifying his address and date of birth?
[AGENT][NEUTRAL] Yeah, of course, hold on just a se[PII], let me get to that screen.
[AGENT][NEUTRAL] Um, his address is [PII].
[AGENT][NEUTRAL] And his date of birth?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] My number is gonna be [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then the email is the number [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, yeah, I don't see that he has active coverage anymore it looks like he canceled the enrollment on the [PII].
[AGENT][NEUTRAL] Well, I don't know what needs to happen for us to I think the file needs to be ran or something for us to get the cancellation notice, um, but he's just needing, he needs a certificate of coverage letter showing that he no longer has coverage and the date that it ended.
[CUSTOMER][NEUTRAL] Yeah and I see that we've already sent a statement of coverage to him by email.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] We've already sent that to him.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] It looks like we sent that on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So can you talk to him, [PII] and tell him that uh y'all have already sent him that and see if y'all can, he can find it in his email?
[CUSTOMER][POSITIVE] Yeah, I, I can definitely talk to him that's fine.
[AGENT][POSITIVE] Perfect thank you so much and I'm gonna make a note that he has been lapsed on y'all side. We just haven't gotten that notice yet to lapse it on our side so um but he's just needing that that letter for, uh, he needs to sign up for new coverage so that's why he's requesting it but anyway, um, here he comes, thank you so much I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome have a good day.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, I have Ms. [PII] on the line from Benefits on the card, and she's gonna further assist you today, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] All right thank you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hey, Mr. [PII], this is