AccountId: 011433970860
ContactId: 7592bfae-d683-4555-a230-dd0c946f59bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390739 ms
Total Talk Time (AGENT): 206169 ms
Total Talk Time (CUSTOMER): 184326 ms
Interruptions: 11
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7592bfae-d683-4555-a230-dd0c946f59bf_20250530T18:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, they transferred me to you because I will have questions about the additional benefits option uh for critical illness, dental, vision, are you able to help with that?
[AGENT][NEUTRAL] OK, so you have a policy with APL and someone transferred you?
[AGENT][NEUTRAL] Here to get benefit information?
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] Well, um, my son's employer sent them a, uh, 17 page document that has, uh, uh, they, they're offering like medical, dental, vision, death, disabilities, blah blah blah. And so he asked me if I can look over it first to see if um.
[CUSTOMER][NEUTRAL] It's a good policy or not so I'm trying to cover everything before I give him my opinion on it.
[CUSTOMER][NEUTRAL] And so I was talking to somebody about the medical and then I started asking about the accident part of it and then she said she has to transfer me so here we are.
[AGENT][NEUTRAL] OK, so you're
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK. So, uh, first off, who am I speaking with?
[CUSTOMER][NEUTRAL] So, uh, who am I speaking with? This is [PII]
[AGENT][NEUTRAL] And your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright good morning America.
[AGENT][POSITIVE] Thank you, and your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you said that you were calling because your son is contemplating enrolling for enrolling for coverage. Is that correct?
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] That's, that's correct, and they need to make a decision by close of business today.
[AGENT][NEUTRAL] OK. Now,
[CUSTOMER][NEUTRAL] So he procrastinated a little bit.
[AGENT][NEUTRAL] OK, so first off, in order to try and further assist you better, who did, because I'm gonna have to figure out who you will need to speak to. So who does your son work for?
[CUSTOMER][NEUTRAL] so first off in order to try and.
[CUSTOMER][NEUTRAL] Um, according to this document, back to the top, um, it was specially designed for superior skilled trades.
[AGENT][NEUTRAL] OK, so for that employer group, the enrollment company that you would have to speak to regarding any of their benefit options, and I don't know based on, because you're his mother, how much they can tell you, but the company is called Benefits and a card.
[AGENT][NEUTRAL] And they have, and that is, yes, ma'am, and that is who would have to answer any questions regarding coverage prior to enrollment.
[CUSTOMER][NEUTRAL] Yes, and that's what's on the document.
[CUSTOMER][NEUTRAL] OK, I had a phone number here, uh, I just said if you have any questions, call this number for enrollment, so I called and she and then she wasn't able to help me.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I was
[AGENT][NEUTRAL] Uh-huh. What
[AGENT][NEUTRAL] Mm. OK, I'm sorry.
[CUSTOMER][NEUTRAL] It's a [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am. That is the company that you would need to speak to. Do you know who you spoke to there?
[CUSTOMER][NEUTRAL] I do not, um, but once we she was able to, she was able to help with the medical part of it, but she said that the additional benefits option is separate and she would not be able to answer those questions. That's why she transferred me to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I'm not sure why she, no, ma'am, it isn't.
[CUSTOMER][NEUTRAL] Is that not correct?
[AGENT][NEUTRAL] No, ma'am, they would be the company, yes, ma'am. They would have to explain any benefit options available for that employer group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Prior to enrollment, but I'll be sure, I'll, I'll be happy, but you do have the correct phone number, uh, [PII], as to who you would need to speak to, and yes, ma'am, I'll be happy to connect you back.
[CUSTOMER][NEUTRAL] OK, can you transfer me? Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. Oh, who am I speaking to because who am I, [PII], just in case they have OK.
[AGENT][NEUTRAL] Well, you're welcome. Yes, ma'am. My name is [PII].
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII] and I'm with APL uh-huh, but I'm going to tell, I'm not gonna just call transfer you. I will wait to get someone on the line and tell them what you're needing.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. So again, if that's all I can help you with, thank you for calling APL and I hope that you do have a very nice weekend.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment, please.
[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 in a card. My name is [PII]. May I have your name, please?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] Doing OK, [PII]. How are you?
[AGENT][NEUTRAL] Good. I'm doing fine, thank you. So I have a lady on the line, [PII], who has some questions. Um, there's not an enrollment at this time, but she's got some benefits questions for, actually, I believe she said she's calling for her son.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she spoke to someone at Benefits in a card. She did not know who, but told her to call APL, but the son does not have a policy yet, so we, we can't help her with that.
[AGENT][NEUTRAL] So, the lady on the line, her name is [PII].
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] And again, uh-huh, and I believe she's calling on behalf of her son who is contemplating enrollment, and I think she said that they had to have their enrollment completed by today, close of business, I think that's what she said.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see, um, usually the one who has to enroll himself is the member, but transfer the call. We will see how we can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And I told her that I did, yes, ma'am. I told her I did not know how much you would be able to disclose since this is, you know, it would not be her policy. I've already told her that, but I've told her also that you all would verify that with her.
[CUSTOMER][POSITIVE] OK, perfect. I really appreciate it.
[AGENT][POSITIVE] OK. All right. Well, you're very welcome. So have a wonderful weekend, [PII]. Yes, ma'am, and it was nice talking to you. Yes, ma'am. OK. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[CUSTOMER][POSITIVE] Good as well.
[CUSTOMER][POSITIVE] A pleasure. OK, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Mm