AccountId: 011433970860
ContactId: 536e13f1-fd39-433b-83e1-b71d37e0243e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 723190 ms
Total Talk Time (AGENT): 127763 ms
Total Talk Time (CUSTOMER): 149503 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/536e13f1-fd39-433b-83e1-b71d37e0243e_20250605T13:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was wondering if you would be able to help me get like a COA document or something to help me to prove to make sure that I lost my health coverage through you guys and it wasn't voluntary.
[AGENT][NEUTRAL] I can check and see how you got this um policy and see what we can do about it. Um, may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, 02596639 or 34, I mean.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yep, uh, [PII], [PII] and [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Are you in COR right now or you're trying to get COR?
[CUSTOMER][POSITIVE] Um, so I had health insurance through you guys through your benefits and a card who was supplying me health insurance through Doherty staff Services. I found a new job.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] And now I'm trying to get health insurance through MNsure because my new job doesn't supply me health insurance and I need.
[CUSTOMER][NEUTRAL] I need a corporate document to try to mentor to prove that me losing my health coverage wasn't voluntary.
[CUSTOMER][NEUTRAL] So I've been told it's a COVID document, either a closing notice, something that just tells them that.
[CUSTOMER][NEUTRAL] What type of coverage I lost has my name on it, Doherty's name.
[CUSTOMER][NEGATIVE] And that losing my health coverage wasn't voluntary.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we don't have such layer. Um, let me go ahead and see.
[AGENT][NEUTRAL] If there's anything we can do here because it is through benefits in a car, usually they're the ones that set up the accounts like active the account activate the account, and they're the ones that terminates the account. So basically they do all the movement with the account in regards of if it's gonna be active or not or the reason that it's um terminated.
[CUSTOMER][NEUTRAL] Yeah, and I
[CUSTOMER][NEGATIVE] Yeah, and I've called and talked to them and they sent me to you guys and then you guys just send me back to them and then it's the back and forth of getting sent between both of you guys and it, it's just confusing to me because all I need is literally I, I've talked to [PII] and they said it can literally just be a Word document that has authority's letterhead, my name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What type of coverage I had, the reason I lost my coverage, and the last state my coverage was valid. That literally someone just has to type that up for me.
[AGENT][NEUTRAL] Again,
[CUSTOMER][NEUTRAL] That's all I need and I've
[AGENT][NEUTRAL] Let me check and see what we can do. Um, I'm not sure what we can do. I, I will have to get with that department and see exactly um what can they do if we can do anything, and then from there we can go, um, and check and see what else we can do, but, um, yeah, I'm just going to the main things because yeah, it is to benefit in a car. So usually when it's like that sometimes there's nothing we can do on our end, but let me go ahead and check for you, OK?
[CUSTOMER][NEUTRAL] I know I'm not trying to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII].
[CUSTOMER][NEUTRAL] What was that? Sorry.
[AGENT][NEUTRAL] Thank you for holding. OK, so I went ahead and check um with the customer service department and they was letting me know that um with uh the staff agency company which is through benefits in a card, we do not send proof of coverage or termination letters. It has to go through benefits in a card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and basically if I ask benefits on a card for, so when I talked benefits about this, they said they can only supply a statement of coverage that they don't supply anything else, so.
[AGENT][NEUTRAL] Yeah, it, it is terminated by them, so I'm not in, they're the ones that work directly with your employer, with the staffing agency.
[CUSTOMER][NEUTRAL] OK, I, I guess I'll give them a try and see what I can do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm so sorry, yeah, that's the information I got. It's not done by us. OK.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][POSITIVE] Yeah, no. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well, Mr. Mr. [PII]. Have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yep thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.