AccountId: 011433970860
ContactId: 640254a0-28ed-4fdb-9ec3-7514dfb5fed9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 889760 ms
Total Talk Time (AGENT): 188104 ms
Total Talk Time (CUSTOMER): 217134 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/640254a0-28ed-4fdb-9ec3-7514dfb5fed9_20250604T16:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thanks for calling APL. This is speaking. May I help you? Excuse me.
[CUSTOMER][NEUTRAL] Hi, um, this is [PII], and I have some questions on my policy.
[AGENT][NEUTRAL] OK, um, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, hang on one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, 02479910?
[AGENT][NEUTRAL] 10 OK give me a moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] [PII] and [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. And how may I assist you? You say you have questions in regards to your policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, I have called before and they keep telling me that my daughter is not on my policy.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And when I go online and look at my policy, it shows her on there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, ma'am, I don't show her it's been on the plan. Uh, it shows an individual coverage.
[AGENT][NEUTRAL] And it shows.
[CUSTOMER][NEUTRAL] No, it should be family.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] They're sure charging me for family.
[AGENT][NEUTRAL] I see family coverage as far as the.
[AGENT][NEUTRAL] Group term life plan, but I don't show it front of the medical policy.
[AGENT][NEUTRAL] Um, I would say you have to contact benefits and a card or I can transfer you over to them because I'm only showing it as individual coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you want me to transfer you to them?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, give me one quick moment, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[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][NEUTRAL] Thank you for calling Sick English. Please wait for the next available agent. You are the next caller in line. You may press the star key at any time to leave a voicemail.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for continuing to hold. Please wait for the next available agent. You are the next caller in line. You may press the star key at any time to leave a voicemail.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Thank you for continuing to hold. Please wait for the next available agent. You are the next caller in line. You may press the star key at any time to leave a voicemail.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits and a card. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi, uh, this is [PII] from APL and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I have an insured on the phone.
[AGENT][NEUTRAL] And she has several policies with our company, but she is paying for her medical it's supposed to show family but only show is listed as individual.
[CUSTOMER][NEUTRAL] OK, mm what's the name of the staffing agency you work for?
[AGENT][NEUTRAL] Uh, give me a moment. The group is Focus Workforce.
[CUSTOMER][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] The last four digits by any chance do you have that info?
[AGENT][NEUTRAL] 4838.
[CUSTOMER][NEUTRAL] And 4838 and what's the uh the last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. Let's see.
[CUSTOMER][NEUTRAL] And it's showing um employee only on your end that's what you said?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's showing the policy as individual.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Because we do have um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see family coverage as far as her life plan, but not for her medical.
[CUSTOMER][NEUTRAL] No, did, um.
[CUSTOMER][NEUTRAL] It changed.
[CUSTOMER][NEUTRAL] Back in February to family, the life dental as well. I mean the dental and the VIP standard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Changed back to it it it was updated to.
[CUSTOMER][NEUTRAL] Family.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And will we need something from y'all to.
[CUSTOMER][NEUTRAL] And that was back in the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will reach out to my back office for them to contact you guys and provide you with the information you guys need.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] All right. Well, thank you so much. And you said that it was changed in February?
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you need to speak with the insured?
[CUSTOMER][NEUTRAL] Right. Any
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If you would like me to do so, but I was just gonna tell him the same information. I'm gonna have to reach out to the back office so they could update that information with you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because it shouldn't have been
[AGENT][POSITIVE] OK. Uh, well I thank you so much, Ms. [PII]. I can explain it to her.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Oh yes ma'am bye.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Uh, thank you so much for holding. I was speaking to a representative from Benefits in a card and they, they told me that they showed that the information had changed in February to where you switched to family. So what she's gonna do is
[AGENT][NEUTRAL] Get with her supervisor or her department to have them send us an information showing the information is changed.
[AGENT][NEUTRAL] And then she said this is for your medical and for your dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So once they send us that information, they can update our system.
[CUSTOMER][NEUTRAL] Yeah, so it.
[CUSTOMER][NEUTRAL] OK, um, also, um, when my daughter's doctor, um, ran the well of course I guess it was because she's not on there yet, but, um, it's saying the policy that I picked does not cover preventative.
[CUSTOMER][NEGATIVE] Because the only reason why I got insurance was for to get my daughter's birth control and it doesn't even cover her birth control.
[AGENT][NEUTRAL] Uh, no, ma'am. Birth control, uh, contraceptives are not covered under the plan.
[CUSTOMER][NEGATIVE] Yeah, it doesn't cover anything because it didn't even cover the pill to get it switched to just the pill.
[AGENT][NEUTRAL] Well, that's a contraceptive. It's birth control is not covered under the policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So am I able to change it so it is?
[AGENT][NEUTRAL] Not under this type of policy with our company. All the policies don't cover any contraceptives. Um, you can contact benefits and a card and they can verify if any other policies offered through your group will assist with the birth control.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so if nothing if no birth control is covered, which is why I got it, can I cancel it?
[AGENT][NEUTRAL] Uh, you can cancel it through calling, uh, benefits in a card, and they'll be able to assist you as far as cancellation.
[CUSTOMER][NEUTRAL] OK, so is that [PII]?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.