AccountId: 011433970860
ContactId: 7eae48ac-b859-433d-8b6e-f73f195171b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426059 ms
Total Talk Time (AGENT): 154469 ms
Total Talk Time (CUSTOMER): 194541 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7eae48ac-b859-433d-8b6e-f73f195171b4_20250326T13:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], my name is [PII], but in my car it says uh [PII].
[CUSTOMER][NEUTRAL] [PII], I work for the MAU for Mission in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm see the past 4 weeks I've been out of a job because, uh, I got a problem with my knee. So, um, I would like to know if you can provide me the.
[CUSTOMER][NEUTRAL] Last day when I was because I was called somebody the other day and they told me they um
[CUSTOMER][NEGATIVE] Um, how do you say, uh, they stopped my insurance company because I don't work anymore. I mean, I gotta go back to work. I've been in there for 5 years already, but, well, they tell me, my manager tells me when I have no work, I don't make no money, so your company don't take the money from the insurance company. So I would like to know when, what, when, what was the last day when I uh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cover, I mean, they covered me. When was the last day.
[AGENT][NEUTRAL] All right, I can help you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh yeah, it's uh 0206.
[CUSTOMER][NEUTRAL] 4969
[AGENT][NEUTRAL] All right, thank you. And what is a good callback number in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm getting your policy pulled up. Can you also verify your date of birth?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your current mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And I do have an email on file for you. Do you mind verifying that email real quick?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] So it's [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Is [PII] the first, the first, OK.
[AGENT][NEUTRAL] Yeah, uh, [PII], that's right, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now, I'm showing that your policy is paid through [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]. OK. After, after [PII], my policy was closed, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it's not showing closed on our end. Now that's just in case that you that you do have an option I can transfer you to if you want to keep the policy or bring the policy up to date. I can transfer you. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, when
[CUSTOMER][NEUTRAL] I'm sorry. I got to go back to work, uh, [PII] the [PII], which is, I think, uh, next Thursday. But, um, what they're trying to explain to me is when I start work, um, that week if they not doing the deductible for my paycheck, I don't have no coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the only thing I need to know to um see, I gotta go to my doctor to try to follow my FMLAI.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] To, um, see if I can get paid for, trying to get paid for those days. Um, so that's why they asked me, when was the last day when I was, I was covered.
[CUSTOMER][NEUTRAL] You know, they want to see that, that's the only thing they need to know.
[AGENT][POSITIVE] Yeah, I, I'm showing now I can, I can connect you with benefits in a card and they will be able to tell you exactly and possibly give you more information.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I'll be happy to do that for you.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, that'll work. Mhm.
[CUSTOMER][POSITIVE] No, that'll be all, thank you so much.
[AGENT][POSITIVE] My pleasure if you'll hold one moment for the transfer, and it was a pleasure to assist you with that eligibility, Mr. [PII]. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits and a card. This is [PII]. How can I help you today?
[AGENT][POSITIVE] Good morning, [PII]. It's [PII] at APL. Hope you're doing well. I have, I'm doing good, and some day, isn't it? Please tell me it's at least Wednesday, OK.
[CUSTOMER][NEUTRAL] Hi how are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is Wednesday.
[AGENT][POSITIVE] Wonderful
[AGENT][NEUTRAL] I have a Mr. [PII] on the line with [PII]. He's calling, he has been out of work and he's trying to figure out, you know, when he goes back to work, can he catch up on his
[AGENT][NEUTRAL] Um, payments or what he can do.
[AGENT][NEUTRAL] You know, the last four of his social or anything. I knew you were gonna ask that. Last four of social is.
[CUSTOMER][NEUTRAL] OK, um, what's the last four of your social?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII] you said?
[AGENT][NEUTRAL] That's right, that's right, and I verify this information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here, you can go ahead and transfer him over.
[AGENT][POSITIVE] All right. Well, just let me get him on the line and I hope you have a wonderful day. One moment, please.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You do the same, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mr. [PII], I do have [PII] on the line. He's going to assist you further, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You have a good time.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Morning Mr. [PII] how are you doing today?
[CUSTOMER][POSITIVE] Doing good, doing good. How about yourself?
[CUSTOMER][POSITIVE] I'm doing well. Um