AccountId: 011433970860
ContactId: 4e6c3b38-0ab0-418d-a322-e1bfe858652d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292339 ms
Total Talk Time (AGENT): 111278 ms
Total Talk Time (CUSTOMER): 92198 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/4e6c3b38-0ab0-418d-a322-e1bfe858652d_20250318T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey, how you doing? Um,
[CUSTOMER][NEUTRAL] I was trying to just.
[CUSTOMER][NEUTRAL] My policy on my um insurance.
[AGENT][NEUTRAL] You said adjust it?
[CUSTOMER][NEGATIVE] I know that I don't like.
[CUSTOMER][NEUTRAL] Yeah, uh, well, I see that it don't cover radiology and stuff like that, so I wanted to see how can I get it covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look at the type of policy you have and then I'll see how we can um get the coverage changed for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] Um my number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 0260.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 60
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] What else I said?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So since the policies come through the employer, um, all changes have to come through the employer. So if you'd like to make changes to your existing policy, um, I can give you the number to benefits in a card and I can also transfer you over to a rep so they can go ahead and get that started for you.
[CUSTOMER][NEUTRAL] To who?
[AGENT][POSITIVE] Benefits in a card.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah, they told me to call y'all. I had just called them.
[CUSTOMER][NEUTRAL] Let's see if I want to change anything, I had to be comfort. yeah.
[AGENT][NEUTRAL] I don't know why. Let me give them a call on the other end, um, because that's not correct. We have to receive it in writing because it comes from the employer, but I can get you to a representative. You want me to try to call them?
[CUSTOMER][NEUTRAL] And she gave me the number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, and before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Oh man, that was it.
[AGENT][POSITIVE] All right, well thank you so much for calling APL and hold on one moment while I um call them on the other line for you, OK?
[CUSTOMER][NEUTRAL] All right. You are on hold.
[AGENT][NEUTRAL] All right.
[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.
[CUSTOMER][NEUTRAL] May I help you?
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm calling from APL. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], um, I have an insured on the other line who needs to make some changes to a policy that's existing. He said he called someone at, well, he called benefits in the car but it was directed to us, but we can't make changes.
[CUSTOMER][NEUTRAL] Um, let me get the last.
[CUSTOMER][NEUTRAL] 4 digits of the member social so I could pull up their file and who they work for.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] [PII] is the last four of his social?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] And who he works for?
[AGENT][NEUTRAL] He works for TRC Staffing Services.
[CUSTOMER][NEUTRAL] First and last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So, can you verify the address for them?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, you could go ahead and transfer him.
[AGENT][NEUTRAL] OK, he's on the line, Mr. [PII]. This is [PII]. She'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, have a good day.
[CUSTOMER][NEUTRAL] And um you say you wanna change.