AccountId: 011433970860
ContactId: 5caea377-c2f6-4894-af63-42d345c73d12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1352660 ms
Total Talk Time (AGENT): 367964 ms
Total Talk Time (CUSTOMER): 370625 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5caea377-c2f6-4894-af63-42d345c73d12_20250310T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing? Um, I just, uh, I guess the phone lost service or some, I'm not sure, but I was just on the phone with somebody. Um, I was trying to get information on short-term disability that I got through my job.
[AGENT][NEUTRAL] OK, I'm sorry. I can assist you and um may I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the policy number as well?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it, um, that's, that's another thing. So it said that it was supposed to start today, the coverage is supposed to start today, but um,
[CUSTOMER][NEGATIVE] There's not even a virtual card.
[AGENT][NEUTRAL] OK. Um, let me have the spelling of your first and last name. Let me do a name search.
[CUSTOMER][NEUTRAL] OK, uh [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you, OK, um, your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's [PII]. OK, so [PII] is your last name, and what's your first name?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK, I'm confused. Why is this?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Any other last name or any other names?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No. Who's your employer?
[CUSTOMER][NEUTRAL] Uh, on track staffing.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I said on track?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How do you spell that just to make sure I'm spelling it correctly.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All together or separate?
[CUSTOMER][NEUTRAL] Together.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] One moment let me see if I find any information on this.
[AGENT][NEUTRAL] You say you're supposed to start today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, how did you register? Was it through their website or?
[CUSTOMER][POSITIVE] My benefits in the [PII].
[AGENT][NEUTRAL] You want to be in a car.
[CUSTOMER][NEUTRAL] No, that's, that's the, uh, that's the website.
[AGENT][NEUTRAL] Yeah, uh, they benefit we work with benefits and work, um, benefits in a card. They're the ones that put everything together and then they send it to us. Um, when did you register with Benefits in a card?
[CUSTOMER][NEUTRAL] Oh, when did I do this? I did this a couple of days ago.
[AGENT][NEUTRAL] Couple of days ago, so it may be not even in our system yet.
[CUSTOMER][NEUTRAL] I'm not even sure.
[AGENT][NEUTRAL] Um, if it's been less than.
[CUSTOMER][NEUTRAL] Cause it said the begin date was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] If it's been more less than and then 24 to 48 business hours then it's probably not here yet um we get this information through a file and it it gets set up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so, um, I can do a social search and see if I find you like that, but if I don't, that means that we have not received the, the information just yet from Benefits of the card, OK? So let me have your social. Let me do a social search. Bear with me just a second before you give me that. Let me pull another system that I can use that really quick, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, you're not in the system just yet.
[CUSTOMER][NEUTRAL] OK, yeah, they sent this out but uh.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] So more than likely it's in the works but it has not been um received and processed as a new member.
[CUSTOMER][NEUTRAL] Yeah, they did it they sent it [PII], so I did it that same day.
[AGENT][NEUTRAL] OK, did you check with benefits in the card to make sure that everything went through, it was approved and accepted?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, I thought it was. I, I actually called them and then they told me that I had to call you guys, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you did call them and they say to call us that means that um yeah they're working um with us to get everything set up, but it has not been set up just yet um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm I can check with customer service and see if they have anything in works, um, do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[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][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? It's been a while.
[CUSTOMER][NEUTRAL] Yes, it's all it has. How are you?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm good. I'm good and you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Good. Um, I have a, a member on the line and uh she said she got registered through Benes in a car not long ago, but she's supposed to have a policy active right now and there's nothing in the system under her social and her name, but I don't see that group either. Do you know anything about Ontrack?
[CUSTOMER][NEUTRAL] On track?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I checked the notes. I checked the in. I checked the emails. I'm like, I don't see anything about on track. Is that something new?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] I have no clue. OK, so it's gonna be through no tips on a card.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] Let me see. I mean, I can look through the list of um.
[CUSTOMER][NEUTRAL] Their group, let's see.
[AGENT][NEUTRAL] OK, I have a social and I have a name.
[CUSTOMER][NEUTRAL] Uh, I don't see a group under [PII] called On Track.
[AGENT][NEUTRAL] Right, that's what I, I'm like, mm.
[CUSTOMER][NEUTRAL] Yeah, I checked um
[AGENT][NEUTRAL] Yeah that's
[CUSTOMER][NEUTRAL] Proposal tracker that lists like all of their group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't see that. Um, what's the social?
[AGENT][NEUTRAL] Um, let me make sure this is the right one.
[AGENT][NEUTRAL] Just a second, let me.
[AGENT][NEUTRAL] it again. It's it's [PII].
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] Miss uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, yeah, I'm not pulling up her social. Let me do a name search, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the, the first name is really hard, so I can spell that out.
[CUSTOMER][NEUTRAL] OK, yeah, let's see.
[CUSTOMER][NEUTRAL] All right, last name [PII] and then what's the first two letters of her first name?
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let's let's just do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] No, the only one we have is a [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, different social, social, so, yeah. Uh, she's gonna need to contact.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her HR department or with and then they'll have to get with benefits in a car because we don't have it and the way that they issue is through the file so.
[AGENT][NEUTRAL] Mhm. Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so she needs to contact benefits in a car or the HR department?
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Because she said she just contacted benefits in a card, they told her to contact us to get the information of her policy, which that's why I'm like, oh, I don't know what's going on.
[CUSTOMER][NEUTRAL] Let me hold on, let me check and see, let me go to the big website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And of course, she would call in on a Monday when [PII]'s off.
[AGENT][NEUTRAL] It is, it is like that, you know how it is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And this doggone phone is ringing off the hook today.
[AGENT][NEUTRAL] Yep, you're telling me. Mhm.
[CUSTOMER][NEUTRAL] OK, like I literally just had a phone call a couple of minutes ago and we don't usually get phone calls that, you know, quick.
[AGENT][NEGATIVE] I already feel like I worked 10 hours.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh yeah, and ours is like, yeah.
[CUSTOMER][NEUTRAL] Oh my gosh, I don't remember my password. What's my password?
[AGENT][NEUTRAL] We're eating, we're even getting like uh callbacks and everything, so I'm like, yeah, we must be really busy if we're getting callbacks like this.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's been crazy. Uh, I put the wrong password in. What is my password?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Uh, let me stress.
[CUSTOMER][NEUTRAL] OK, hold on, where's my notebook with my password?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, now [PII] needs me in a training video in a training call. She's gonna have to wait. Let's see. Oh, there's my password. OK.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, come on down. OK, let's see.
[CUSTOMER][NEUTRAL] All right. Her last name is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And give me the last four of her social again.
[AGENT][NEUTRAL] Uh, bear with me. I can take water. OK. Um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I think it's [PII]. Let me double check.
[AGENT][NEUTRAL] Refresh, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, so she does have big coverage.
[CUSTOMER][NEUTRAL] And it is on track staffing benefits.
[AGENT][NEUTRAL] Mm hm.
[CUSTOMER][NEUTRAL] We don't have.
[AGENT][NEUTRAL] On track unless it's something new for us.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And we're, and we're not aware just yet.
[CUSTOMER][POSITIVE] And it's, it started today like it literally started today. Her beginning date is today.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah. Yeah, that's what she said. She's like, but it's supposed to start today. That's why they told me to call this number to get my, my policy number. I'm like, 00.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] All right, did she say like what kind of policy it was?
[AGENT][NEUTRAL] And we don't have
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, she didn't say. She didn't say at all. Um, no, I have no idea.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we don't have access to that site, right? We don't, I don't think we do.
[CUSTOMER][NEUTRAL] Yeah, I was just wondering if it was like dental usually our bigs are dental. I'm looking at that groups um.
[CUSTOMER][NEUTRAL] Be summary and I was trying to see if it was even under APL that's what I'm trying to.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Check up, yup, APL.
[AGENT][NEUTRAL] Oh boy. Mm.
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Um, so, uh, what should I do with her? She's been on hold for a while, so I need to know what to do with her.
[CUSTOMER][NEUTRAL] Yes, she has um tell her that we're gonna have to do some research with it because um we're not showing a policy active for her yet um and.
[AGENT][NEUTRAL] Do you think you can take the call and just get her information to do the call back since uh yeah customer service is the one that's gonna be resourcing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, of course. Mhm.
[AGENT][NEUTRAL] Yeah, OK, alright, OK, just to be on the safe side.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, let me put her in, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I got Miss [PII] on the line. She's in the customer service department and I do apologize for that long way. We're, we've been trying to track your policy, OK? She's gonna give you some information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, have a good afternoon.
[CUSTOMER][NEUTRAL] Alright you too.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Alright, how you doing? I am good, thank you. um, so [PII] was telling me that you were calling in to get your policy um number and stuff because your policy is supposed to be active today. um, I'm not showing you in our system yet, but I do see on the benefits in the card website, um, I do see your your enrollment and I do see that you're it's supposed to start today.
[CUSTOMER][NEUTRAL] Um, so I'm gonna have to do a little bit more research and possibly contact um benefits and a card. The way they send their enrollments to us is on a file feed every night, so it could just be that we, um, we'll get your enrollment tonight.
[CUSTOMER][NEUTRAL] Um, would it be OK if I do a little bit of research and give you a call back?