AccountId: 011433970860
ContactId: 6f9370bf-aef3-4ea1-8905-0dd2e4c6a7a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326029 ms
Total Talk Time (AGENT): 174860 ms
Total Talk Time (CUSTOMER): 103625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6f9370bf-aef3-4ea1-8905-0dd2e4c6a7a2_20250620T18:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII], and I just started with a new company and you are the insurance provider for that company and I just wanted to call and get like I had a few questions.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, Mr. [PII], so you're new to having coverage with APL and you have some questions. Is that correct? Yes, sir, I can help you.
[CUSTOMER][NEUTRAL] Yes my
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mr. [PII], what is your callback number first off?
[CUSTOMER][NEUTRAL] OK, so is it.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Policy number I don't see I don't have no information.
[AGENT][NEUTRAL] OK, so what is your full social security number so I can try and look up your information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat this back. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so currently, Mr. [PII], I do not have an enrollment in our system for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who do you work for?
[CUSTOMER][POSITIVE] Skilled, uh, superior skilled like superior skilled, um.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, um, all right. So that enrollment for that particular group is all handled by benefits in a card.
[AGENT][NEUTRAL] Well, do you know when your policy should have gone into effect or when you were thinking that it was go into effect?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean, I got a check stub my first check stub, and I saw where they were taking stuff out, so I, I assumed that it, it was already, but I didn't see where health insurance was coming out. I just saw where some prescription stuff, dental maybe or vision and some I don't know some, some small number stuff, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK, so what I can.
[CUSTOMER][NEUTRAL] Um, and usually my health insurance is like $60 a week.
[AGENT][NEUTRAL] OK, so with APL we do not have an enrollment for you currently. Now I'll be happy to give you the phone number, Mr. [PII] for benefits and a card.
[AGENT][POSITIVE] And I can also connect you with them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that you can verify exactly what you were signed up for.
[AGENT][NEUTRAL] And with what companies? OK, um, their phone number, are you able to take it down? Just let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Uh, sounds good.
[CUSTOMER][NEUTRAL] Oh, OK, go ahead.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, got you [PII].
[AGENT][POSITIVE] And again, I'll be happy. Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] OK, and would you like for me to try and connect you with someone at Benefits Center card? OK, well, I'll be happy to do that. Is there anything else I could try and help you with though before I do?
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, thank you for calling APL today, Mr. [PII], and I hope that you have a nice weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] Mhm, yes, yes ma'am.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits on a card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, hi [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm doing fine, thank you. I haven't talked to you in a long time.
[CUSTOMER][NEUTRAL] I know it's been a while.
[AGENT][NEUTRAL] Well, I have a gentleman who says he's employed through superior skilled trades on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we don't have anything in our system for him and he's wanting to verify what he is enrolled for and with the different companies because he said he only saw very small dollar amounts, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Taken out of his paycheck.
[AGENT][NEUTRAL] But the gentleman says his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK. And um do you have the last four of his social and date of birth?
[AGENT][NEUTRAL] Mm, I do not have the date of birth. We didn't get that far since we don't have anything for him.
[CUSTOMER][POSITIVE] Oh, that's right.
[CUSTOMER][POSITIVE] I'm sorry about that.
[AGENT][POSITIVE] Yeah, that's OK, no worries. It's Friday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, are you ready to
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All righty. I think I got them up and you transfer.
[AGENT][POSITIVE] OK. Well, thank you so much, [PII]. It was nice talking with you and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.