AccountId: 011433970860
ContactId: 79695ad0-2001-454d-8f98-9c134acc9c7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460510 ms
Total Talk Time (AGENT): 246449 ms
Total Talk Time (CUSTOMER): 117466 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/79695ad0-2001-454d-8f98-9c134acc9c7d_20250311T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was wanting to change my address on my account.
[AGENT][NEUTRAL] OK, did you say that you were needing to update your address?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], did you say the last name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] OK, thank you and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please, Miss [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Um, I don't have my card on me at the moment. I'm not sure what my policy number is.
[AGENT][NEUTRAL] OK, so that's fine. If you're the intern, Miss [PII], I can probably look it up with your full social if you don't have your cards.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][NEUTRAL] OK, so what is your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment, please.
[AGENT][NEUTRAL] OK Miss so I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Since first
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address that we currently have on file for you.
[CUSTOMER][NEUTRAL] Um, [PII] It's just supposed to be [PII] They've been sending my mail to my neighbors.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] All right. And then the city, state, and zip?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number we have for you is the same as the one you gave me, so that is still your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you very much. So yes, ma'am, we do have [PII] on file for you. Now I see the coverage you have with us is through your employment with uh Focus Workforce management.
[CUSTOMER][NEUTRAL] Yes, yes, course.
[AGENT][NEUTRAL] That's who we show your employer today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh no it's through Serge staffing.
[AGENT][NEUTRAL] OK, so even with Serge, um.
[AGENT][NEUTRAL] All of our enrollment information and our demographic information we have on file for you comes from benefits and a card, so I'm gonna give you their phone number and then I can connect you with one of their representatives because they will need to get that corrected and then we will receive an update probably it'll probably take about a week for us to get it because it will come over on an electronic file to us they do send us files a couple of times a week.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, in order for it to update in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I will make a note, you know, that we spoke about that today, but, but the phone number for benefits and a card is, are you ready?
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, just let me know when you're ready and I'll give you that number.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And I'll be happy to connect you, but in case we get disconnected, that would um if you call that number it would directly connect you with benefits and a card.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, was there anything else this afternoon that I could help you with?
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL. I hope you have a very nice afternoon and if you'll give me one moment, I will get you connected.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But espanol
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits on the card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I have an insured on the line who is needing to get her apartment number corrected.
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And we show in our system focus workforce is that the same thing as Surge because she says she works with Surge.
[CUSTOMER][NEUTRAL] Uh, no, I, I, yeah, those are two different ones. Um.
[AGENT][NEUTRAL] Mm, so we show work focus workforce management, but that's not what who she said she's with. So that would be another issue as well.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yeah, her policies in our system show focus.
[CUSTOMER][NEUTRAL] What's the last 4 of her social?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth?
[AGENT][NEGATIVE] I have to get back in that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] excuse me, [PII].
[CUSTOMER][NEUTRAL] OK, I think I got the correct file pulled up.
[AGENT][NEUTRAL] And currently the system has apartment D as in Delta and she says it should be B as in Bravo, but I told her that she has to get that corrected and then well now there we go, this one showed mm OK so I see her as Surge too. She was with, she was with the other agency at one point, but yes, I do see her with Surge.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so if you could just get her apartment number corrected for her, that would be great so we can get it updated in our system on the file.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just to make sure I have uh [PII].
[AGENT][NEUTRAL] Yes, she said everything was correct except for the apartment number and all of her mail is going to her neighbor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK. All [PII]. Uh, did you need me to speak with her?
[AGENT][NEUTRAL] All right, OK, well.
[AGENT][NEUTRAL] Yes, please, so that you can verify and confirm that with her.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK. All right. Well, are you ready to speak to uh Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. Well, thank you very much, [PII], and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.