AccountId: 011433970860
ContactId: 77e82ddf-9e4a-4ea8-b4fe-66c5f12e1c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247899 ms
Total Talk Time (AGENT): 86935 ms
Total Talk Time (CUSTOMER): 74930 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/77e82ddf-9e4a-4ea8-b4fe-66c5f12e1c02_20250106T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Do they darn well.
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII]. I was calling to see if I can get um.
[CUSTOMER][NEUTRAL] Dental added to the uh my insurance plan?
[AGENT][NEUTRAL] OK, who do you get your benefits through? Is it through your employer?
[CUSTOMER][NEUTRAL] Yes ma'am, um, through, uh, surge staffing.
[AGENT][NEUTRAL] OK, so I believe to add any sort of benefits it would need to go through your actual employer since they're the ones contracted with us let me see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I said she gave me, they gave me, well, my the um my first step and um.
[CUSTOMER][NEUTRAL] Her manager or whatever, I, I'm sorry, I don't mean my words, um, but yeah, she gave me a number to call, but
[AGENT][POSITIVE] That's great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't know.
[CUSTOMER][NEUTRAL] I don't know if it was the same, yeah, it's the same number. Well, no, no, it's not, it's the, the last digits the same uh different.
[AGENT][NEUTRAL] Alright, let me
[CUSTOMER][NEGATIVE] And I didn't know how to work the uh website you gave me.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Do you have um any current policy number with us?
[CUSTOMER][NEUTRAL] Uh, no, only just, uh, through search staff and, uh, with the benefit card thing.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, did they say anything to you about benefits in a card or anything like that and give you a number that starts, it's [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, the, yes ma'am, it's the [PII]. That's the number she gave me.
[CUSTOMER][POSITIVE] The uh yes ma'am. Sorry.
[AGENT][NEUTRAL] OK, so when you called that number did you get me or have you, were you not able to get a hold of somebody?
[CUSTOMER][NEGATIVE] No, I end up, I didn't end up calling that same number. I end up calling the number that was on the back of it for, uh, I said from well for customer service I end up calling that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can transfer you over to this [PII].
[AGENT][NEUTRAL] Um, it's called benefits and a card, and so they handle any sort of changes to existing plans or upgrades or cancellations of coverage um through these uh the the staffing agency so they're gonna be who you wanna talk to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Yes, ma'am. OK, thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yeah, not a problem. Give me just one second and I'll transfer you over.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.