AccountId: 011433970860
ContactId: 758953f5-3028-4c09-bda6-1dae34de2d6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517467 ms
Total Talk Time (AGENT): 236603 ms
Total Talk Time (CUSTOMER): 148541 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/758953f5-3028-4c09-bda6-1dae34de2d6c_20250129T17:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I guess I got health insurance or whatever from my, uh, temp agency I was working for, and I'm trying to file my 8692 forms.
[CUSTOMER][POSITIVE] And they gave me you guys' number to actually do that.
[AGENT][NEUTRAL] Wait, I'm not sure I understand. So you have medical insurance with us and you're trying to file what type of form? Like a, for a claim?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's for, no, it's for my, my taxes, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's like 8692 or 89624s basically saying that I pay for health insurance and.
[CUSTOMER][NEUTRAL] Stuff like that.
[AGENT][NEUTRAL] Uh, hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. You too.
[AGENT][POSITIVE] OK, well, I can definitely look into this for you. May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, it's [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and Mr. [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] That I'm not even sure.
[AGENT][NEUTRAL] OK, um, I can look the policy up with your social as well.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Just waiting for the
[AGENT][NEUTRAL] Policies that populate here.
[AGENT][NEUTRAL] And you said it's an 8, I know the 1099s.
[AGENT][NEUTRAL] W2s for disability.
[CUSTOMER][NEUTRAL] 8964.
[AGENT][NEGATIVE] Uh, the phone's breaking up. Say that one more time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's like a 8692 form or 8962 form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm actually not showing.
[CUSTOMER][NEUTRAL] Uh, can you help me with that?
[AGENT][NEUTRAL] Let me try this again. I'm not showing a policy with the social. Hold on one moment.
[AGENT][NEUTRAL] And you're sure it's American Public Life APL?
[CUSTOMER][NEUTRAL] Uh, I'm, I'm assuming I know she had gave me this number.
[CUSTOMER][NEUTRAL] I guess I purchased it when I worked there and just I actually forgot I did it.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Uh, how much is it?
[CUSTOMER][NEUTRAL] Mattress was 499.
[CUSTOMER][NEUTRAL] And what size is it?
[CUSTOMER][POSITIVE] Next week. I'm gonna grab this next week. OK, thank you.
[CUSTOMER][POSITIVE] Yeah, that's, that's perfect.
[AGENT][NEUTRAL] And Mr. [PII], is your, is your first name um [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, it's [PII], but they probably put it as [PII]
[AGENT][NEUTRAL] OK. Hold on one second.
[AGENT][NEUTRAL] Because nothing's coming up with the social. And you said [PII] was the last name?
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name of the, do you remember the name of the employer or the temp agency?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am, crown staffing.
[AGENT][NEUTRAL] OK, let me try over here to look through the.
[CUSTOMER][NEUTRAL] They got a bed for $49 according to us. We're gonna be back next week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause I had to tell him.
[CUSTOMER][NEUTRAL] I thought I work, we can go in there and work if you want to.
[AGENT][NEUTRAL] I don't even see [PII]. OK, wait a minute.
[AGENT][NEUTRAL] Let me see if this is it. Hold on one moment.
[AGENT][NEUTRAL] I just found one.
[AGENT][NEUTRAL] I hope this is you. I'm getting ready to pull it up so I can see the date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, now this is a different date, um, date of birth. OK, so the only thing that I can advise is to give your uh benefits department a call, let them know that you've checked with APL, um, and there's no policy here, um.
[AGENT][NEGATIVE] They're gonna have to go back and see if it was truly APL or 90 degree benefit like who and if they have it, um, they should, they should have like a policy number or something, but I pulled it up with your social and first and last name and I didn't see anything.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, yeah, with your name, the one that came up was a different date of birth, so I would say to start. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] What was that date of birth they put in there?
[AGENT][NEUTRAL] Oh, I can't give you another person's date of birth, but I mean, it's in the [PII], it's nowhere near yours.
[CUSTOMER][NEUTRAL] Yeah, OK, that makes sense. I, I guess, uh, I'll just get a hold of the crowd and.
[CUSTOMER][NEUTRAL] I'm confused myself. I don't know. I don't even remember practicing the healthcare.
[AGENT][NEUTRAL] Yeah, or maybe, maybe they, I have no idea because uh I don't even, it was it crown staffing or like crown there's a crown transmission that we worked with at one point, but even when I look up crown staffing.
[AGENT][NEGATIVE] Nothing came up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, it was, uh, it was definitely cram stuff, uh.
[AGENT][NEUTRAL] Yeah, I would check back with benefits and then see.
[CUSTOMER][NEGATIVE] I don't even know what to do.
[AGENT][NEUTRAL] And is it like C R O W N or does it have an E at the end? Well, I try both.
[CUSTOMER][NEUTRAL] Yeah, it's uh C R O W N.
[AGENT][NEUTRAL] OK, yeah, I tried both, nothing came up with the E and then the regular way. It was like a transmission.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Is there a number uh that you can give me that.
[CUSTOMER][NEUTRAL] You would think can access that file like the healthcare or like the IRS or whatever.
[AGENT][NEUTRAL] Nobody is going to be able to provide you with that information except for the benefits because they know who they
[AGENT][NEUTRAL] Selected to offer y'all, you know how you got to go through the plans and pick which one you want. The HR selects those, so they'll be able to tell you, oh, we had this vendor for medical and this provision, and then from there you can go to those companies and see, but it's definitely, it doesn't.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's not APL, um, and if it is,
[AGENT][NEGATIVE] I, no, I don't even want to go down that route because I didn't even see the employer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I would just start with that's the easiest thing to do is is start because other than that, you're just gonna be guessing. If you go straight to benefits, they'll be able to let you know who they offered you all to pick from.
[AGENT][NEUTRAL] And who you selected.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah. I, uh, what's the number for the business that's place?
[AGENT][NEUTRAL] Oh, I'm not sure. I don't, we don't work with the employer, so I don't, I don't have anything.
[CUSTOMER][NEUTRAL] 00 damn, OK.
[AGENT][NEUTRAL] Yeah, like you'll have to reach crown staffing like benefits or HR department.
[CUSTOMER][POSITIVE] Yeah, OK, that makes more sense.
[AGENT][NEUTRAL] Or your recruiter, whoever your recruiter was, they'll be able to point you in the right place.
[CUSTOMER][POSITIVE] Yeah, I got you.
[AGENT][NEUTRAL] All right. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I do hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] But