AccountId: 011433970860
ContactId: 4a26e114-839b-43a6-abcc-d63ff15fe3b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493579 ms
Total Talk Time (AGENT): 232918 ms
Total Talk Time (CUSTOMER): 209680 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4a26e114-839b-43a6-abcc-d63ff15fe3b7_20241230T15:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], I, uh, I work with a, uh, I work with Surge.
[CUSTOMER][NEUTRAL] And uh I don't I don't know you you're familiar with those guys.
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] Oh, OK, and uh I got a I got a uh benefit card and um I wanted to ask you how much was it because I don't get to see it because it goes straight.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You know when I uh my check comes it just goes straight to my account so I never get to see what you know.
[CUSTOMER][NEUTRAL] How much the insurance is it?
[AGENT][NEUTRAL] So you're wanting to find out about your premium that you pay for the coverage, is that correct?
[CUSTOMER][NEUTRAL] Uh, well, just how much they take out of my check for it or I don't know if that's the right question, but just see how much, yeah.
[AGENT][NEUTRAL] Yes sir. OK, well, what I, what I would need to do, I'll need to pull up your policy information first to verify some things with you for security, and then I can give you some additional information on that.
[CUSTOMER][NEUTRAL] OK, because I have, yeah, I got you want to stuff this on my card.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] First off, uh, I need your name.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][POSITIVE] Thank you Mr. [PII]. What's your call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see where is that.
[CUSTOMER][NEUTRAL] Hm, I'm sorry I'm looking for because I just pulled the card out just um.
[AGENT][NEUTRAL] If it's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was gonna say, and if it's easier, I can locate it with your full social.
[CUSTOMER][NEUTRAL] Oh, OK, OK, uh.
[CUSTOMER][NEUTRAL] Let me see, my social is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK. 293-686-362. Is that correct?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, [PII] 686362.
[AGENT][NEUTRAL] OK, now Mr. [PII], I'm not pulling anything up in our system here at APL.
[AGENT][NEUTRAL] American public life with your social?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have your ID card that has your policy?
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] The number on it? Is this a, a medical? What type of policy do you, did you think that you have with our company?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah it says uh it says medical um multiplan um benefit card and then it's got uh me see members employee, well that's for the employee number I guess and then it's got pharmacy uh information.
[AGENT][NEUTRAL] OK, there should be for APL under the on the front, it should say APL on your card and it should also either have a policy certificate, a policy number.
[AGENT][NEUTRAL] Under your name and the type of coverage.
[CUSTOMER][NEUTRAL] Wow, I'm not even seeing it, um.
[AGENT][NEUTRAL] So what I can do since.
[CUSTOMER][NEUTRAL] I know it's got
[AGENT][NEUTRAL] Oh, I'm sorry. Go ahead. I'm sorry, Mr. [PII].
[CUSTOMER][NEUTRAL] No, I'm, I'm, I'm sorry, I didn't know what I was gonna say anyway, um, you know.
[AGENT][NEUTRAL] And what phone number is on your ID card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Uh wow, it's got uh on the.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, benefits part it has [PII].
[CUSTOMER][NEUTRAL] [PII] and then it's got another number at the top that's the.
[AGENT][NEUTRAL] OK, so. Mhm.
[AGENT][NEUTRAL] So that's for benefits and a card, OK.
[CUSTOMER][NEUTRAL] OK, mhm, and then it has another number.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is that? [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now that I'm not sure of. I'm not sure what that phone number is for. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But what number did you call to reach me today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Wow, the um.
[CUSTOMER][NEUTRAL] What was that? [PII].
[AGENT][NEUTRAL] OK, so that phone number would take you to multiple places depending on the option that you select.
[AGENT][NEUTRAL] Um, and it sounds like you probably have a policy with 90 degree benefits, which would have been option one.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, OK, there it is, yeah, yeah, it says 90 degrees on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. So option one at that phone number. It just, you went to a different company, but I can transfer you to benefits and a card. Their phone number is [PII] phone number, and they, that's who you enrolled through, that's also who would be able to provide you the information on the amount of your premium for your coverages.
[CUSTOMER][NEUTRAL] Oh, OK, OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I'll be happy to connect you with them if you would like for me to do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, yeah, that would, that would save me a little time, you know.
[AGENT][NEUTRAL] Absolutely. OK, Mr. [PII]. And do you spell your last name with [PII] [PII]'s or do you have [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I got the uh [PII]
[AGENT][POSITIVE] Oh, [PII]. I'm so sorry, and I had it wrong altogether, so I apologize.
[CUSTOMER][NEUTRAL] 00, I'm sorry. I'm sorry too, yeah.
[AGENT][NEUTRAL] I misunderstood. I misunderstood you. OK. So I will get you connected to benefits in a car, Mr. [PII]. Is there anything else I can help you with first?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, well, I, I don't know if you know, I mean, do they have a dental plan?
[AGENT][NEUTRAL] I don't have any coverage in our system with you, but they would be able to answer any of those questions for you. Yes, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome. And again, thank you for calling APL and I hope you have a wonderful day and a happy New Year.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Hey, uh, you too, yep, have a happy new year there.
[AGENT][POSITIVE] Thank you so much. Thank you. One moment.
[CUSTOMER][POSITIVE] Yes, thank you, thank you there.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][POSITIVE] Hi, good morning. Thank you for calling Benefits in a card. My name is [PII]. Who do I have the pleasure of speaking with?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII] again with APL. I must have a hotline to you today.
[AGENT][NEUTRAL] I have another member on the line who's got a question on premium and he doesn't have a policy with APL. He's with Serge Staffing, and he says his name is [PII].
[CUSTOMER][POSITIVE] OK, I'll go ahead and get get him taken care of. You can put him through.
[AGENT][POSITIVE] Perfect. Thanks, [PII], and still I hope you have a great day and a happy New Year.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] And at this rate, I may talk to you again today.
[CUSTOMER][NEUTRAL] Probably
[AGENT][POSITIVE] All right, girl. Here he comes. Thank you.
[AGENT][NEUTRAL] Bye bye.