AccountId: 011433970860
ContactId: 62e98c0b-ea95-4e68-91fd-6ad21c9421ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594179 ms
Total Talk Time (AGENT): 258246 ms
Total Talk Time (CUSTOMER): 227942 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/62e98c0b-ea95-4e68-91fd-6ad21c9421ad_20250401T16:11_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] Oh, it's [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you doing?
[AGENT][POSITIVE] Hi, I'm doing wonderful how about yourself today?
[CUSTOMER][POSITIVE] Hi, I'm doing good, thank you.
[AGENT][POSITIVE] Absolutely. How can I help you? Mhm.
[CUSTOMER][NEUTRAL] I have a question.
[CUSTOMER][NEUTRAL] Um, I received these, uh,
[CUSTOMER][NEUTRAL] Cards
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like I, I'm assuming they're like insurance type.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, I never got insurance through you guys.
[AGENT][NEUTRAL] OK, um, let's look into that for you real quick. What
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Does that card have?
[CUSTOMER][NEUTRAL] So my question is,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. My question is how do you guys got my info? Or why or who, or how that I got myself enrolled in this.
[AGENT][NEUTRAL] OK, yeah, let me look into that for you.
[CUSTOMER][NEUTRAL] Because I have my own experience.
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][NEUTRAL] Absolutely, um, do you mind if I go ahead and just get your first name and a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], and what's a good phone number for you? Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. And does that card, did it have a policy number on it?
[CUSTOMER][NEUTRAL] It does have a policy number. Is that policy cert number?
[AGENT][NEUTRAL] Yes, that would be it.
[CUSTOMER][NEUTRAL] Um, yeah. It's uh 02592919.
[AGENT][POSITIVE] OK, perfect. And give me just a second. I'm gonna look that up for you.
[AGENT][NEUTRAL] And [PII], would you be able to verify the address that letter came to or the cards came to for you me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and
[AGENT][NEUTRAL] Could you also just go ahead and verify for me, pretty please, your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK perfect and just one more thing my friend, I appreciate you going through all this with me is that email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, would you have another one maybe [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, I, I'm, I'm no longer use that email for years.
[AGENT][NEUTRAL] No worries. OK. So what I'm looking at here, my friend, is it looks like the policy that I'm showing here is your dental insurance and it looks like it is through, um,
[AGENT][NEUTRAL] Partners professional management service.
[AGENT][NEUTRAL] Um, which is through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me pull them up actually.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] 7.
[AGENT][NEUTRAL] It looks like it's through benefits and a card, so I know that they work. I don't know exactly partners professional management services, but they work with like a lot of staffing companies um do you know if you, if you're like working through a staffing agency right now or a temp agency?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I do work through the um a staffing agency.
[AGENT][POSITIVE] Perfect. Um, did you sign up with for dental insurance with them?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I didn't. That was my question.
[AGENT][NEUTRAL] You did not. OK.
[CUSTOMER][NEUTRAL] I want
[CUSTOMER][NEUTRAL] No, I, I've been with them for 3 years already.
[CUSTOMER][NEGATIVE] And uh I, I got my own insurance elsewhere.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I, this, but the beginning of the year, they started taking money away from my checks, and I didn't even notice because I have direct deposit.
[AGENT][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEUTRAL] Until I saw.
[CUSTOMER][NEUTRAL] I saw a discrepancy this last paycheck, I'm like,
[CUSTOMER][NEGATIVE] Why do I have extra charges? I never get my my pay stubs. They get um either sent to my email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this time I looked into it, I'm like, why am I getting charges? So I went out to the agency.
[CUSTOMER][NEUTRAL] And they're like, oh, we don't know.
[CUSTOMER][NEUTRAL] Um, I have child support garnishments.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um, on my paychecks, so they're like, oh, it's through child support, uh, you might wanna go ahead and talk to them. So I went over to the um
[CUSTOMER][NEGATIVE] Uh, child support office. They're like, no, that's not through us. I'm like, so what the hell is going on?
[CUSTOMER][NEUTRAL] Who's who's taking money from my account or from my paychecks?
[CUSTOMER][NEUTRAL] Not until I got home, I went to my uh mailbox and I got these cards in my mailbox.
[CUSTOMER][NEUTRAL] I guess they send them this week or last week, I don't know.
[AGENT][NEUTRAL] OK, yeah, so.
[CUSTOMER][NEUTRAL] And um that's what I find out.
[AGENT][NEUTRAL] Let's see, that is so strange.
[CUSTOMER][NEUTRAL] But I never signed up, so.
[CUSTOMER][NEUTRAL] Yeah, I never authorized this. So they, once they, I went to the agency, they're like, no, well, you have to do your own, your own investigation.
[CUSTOMER][NEUTRAL] I'm like, OK, so let me call this place and find out who authorized.
[CUSTOMER][NEUTRAL] My enrollment cause I didn't.
[AGENT][NEUTRAL] OK, yeah, so we, um, all your benefits would have been coordinated through benefits in the card that's where we'd get the information that you're joining us and starting a policy and what I can do is I can give you their phone number and but I can also transfer you over to them but that way you have your.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Their phone number on file um you would be able to cancel the policy with them and then they would be able to discuss like any money that comes back like that would be all through them as far as like refunds or anything like that um but the company name is benefits in the card and it goes by BI BIC for short.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Just one second. It's caused by, um sorry, what?
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Um, it's called Benefits on a card, uh huh, and it goes by BI BIC for short.
[CUSTOMER][NEUTRAL] Benefits on the car?
[CUSTOMER][NEUTRAL] B V as in Victor.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] B like boy.
[AGENT][NEUTRAL] Like a big pen, BIC mhm.
[CUSTOMER][NEUTRAL] Oh B like boy.
[CUSTOMER][NEUTRAL] PIC
[AGENT][NEUTRAL] Yep, and their phone number is [PII]. And if you want I can I can transfer you to them, um, or if you wanna call them if you have more time. OK, perfect. Is there anything on my side that I can help you with today, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] No, I think you've got everything, um.
[CUSTOMER][NEUTRAL] So you guys, so I get it.
[AGENT][POSITIVE] OK, perfect. Let me put you on a brief, oh yes, no.
[CUSTOMER][NEUTRAL] So I get enrolled through them. So it could have been, could have been like uh my uh my um staffing agency enrolled me without my knowledge.
[AGENT][NEUTRAL] Yeah, they connect.
[AGENT][NEUTRAL] I'm not sure how they receive their information. I just know that we receive it from them.
[AGENT][NEUTRAL] So whenever we're enrolling through their organization they send us the files but they work with like hundreds of staffing agencies so I'm not sure what their processes are and how they get their information. It could have been uh like a simple computer error like it might not have been anything malicious, but I can't say for sure how their, how their files are received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Sounds good. Thank you so much, [PII].
[AGENT][POSITIVE] Oh it's my pleasure. I'm gonna put you on a brief hold, but when I get over to them I will join the call and I'll introduce you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[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][POSITIVE] Hi, good afternoon. Thank you for calling Benefits in a card. My name is [PII]. Who do I have the pleasure of speaking with?
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from American Public Life on behalf of a mutual insured.
[CUSTOMER][NEUTRAL] And how can I assist you?
[AGENT][NEUTRAL] Perfect, um, so I have him on the line. His name's [PII] and I, he called us because he's stating that he didn't enroll in benefits and so I wanted to transfer him over to you and see if you could help him out.
[CUSTOMER][POSITIVE] Alrighty sounds great. You can transfer him too.
[AGENT][POSITIVE] Perfect. When we join calls, I'll introduce you, Miss [PII]. Is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], are you still there with me?
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][POSITIVE] Thank you so much for your patience. I have Miss [PII] on the line. She's with benefits in the card and she's gonna take over and assist you, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure you have a wonderful day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Hi, good afternoon, Mr. [PII]. My name