AccountId: 011433970860
ContactId: 7a3eb1c9-9fb8-4743-841d-c771d866eece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524809 ms
Total Talk Time (AGENT): 112171 ms
Total Talk Time (CUSTOMER): 143175 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/7a3eb1c9-9fb8-4743-841d-c771d866eece_20250220T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, and I'm trying to get um.
[CUSTOMER][NEUTRAL] I log into the portal to get some information. I was trying to.
[CUSTOMER][NEGATIVE] Uh, see what doctors was in network or out of network, but it's saying that I'm not eligible to.
[CUSTOMER][NEUTRAL] Create an account
[AGENT][NEUTRAL] So you're trying to get a list of providers in your area?
[CUSTOMER][NEUTRAL] Yes, and I have benefits with you guys, so I don't know what's the problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] and call back number [PII].
[AGENT][NEUTRAL] It was [PII], the last 4.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, let me put that up one second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 4077887
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat that again?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 077
[CUSTOMER][NEUTRAL] 87
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see what product you have, one moment.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[CUSTOMER][NEUTRAL] Um, address [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] Uh, email email address [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you still with the resource company?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Let me check and see what happened to that group.
[AGENT][NEUTRAL] It looks like you have an active policy. Let me check on that one moment, OK?
[CUSTOMER][NEGATIVE] Yeah, they told me I didn't have to do any changes if I um wasn't changing anything, so that would suck if I don't have an active policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see what happened there. Let me see.
[AGENT][NEUTRAL] Do you mind holding for me? I'm just gonna pull the group and see if they still with us, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Great, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, um, yeah, this, the group's still with us, but it looks like your policy was terminated back in October. Um, I would say, um, if you can get in contact with benefits in a card, if they have anything different or if they have to do any updates, they can send that information over to us so we can update our system as well. um, let me give you their number, OK? One moment.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I don't know why they would tell me that I didn't have to do any changes um.
[AGENT][NEUTRAL] I yeah, I'm not not sure what happened.
[CUSTOMER][NEUTRAL] I don't have no freaking insurance. That's crazy.
[AGENT][NEUTRAL] Yeah, um, let me give you their number. Uh, the number two benefits in the card is [PII].
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today? Do you want me to transfer you over?
[CUSTOMER][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] OK, let me go ahead and transfer you over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome. Let me thank you for calling APL. Have a good day. One moment while I transfer, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Bes in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. My name is [PII]. How can I assist you?
[CUSTOMER][NEUTRAL] Yes, definitely, um, so.
[CUSTOMER][NEGATIVE] They said that my policy for APA was terminated October. Um, I asked questions that if I'm not doing any changes, do I have to change anything? And they told me no. So sounds like I was misled by the resource who is my employer.
[CUSTOMER][NEGATIVE] So I'm just trying to figure out what to do because of right now my policy is terminated. I have no benefits which I wasn't aware of going into the year because I was told that I didn't have to make any changes if I wasn't change anything.
[CUSTOMER][NEUTRAL] OK, um, I can open your file just so that I can see uh what staff and agency are you with?
[CUSTOMER][NEUTRAL] Um, I'm with the resource.
[CUSTOMER][NEUTRAL] OK, and then what would be the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII].