AccountId: 011433970860
ContactId: 8fdffb98-72dd-4077-a5a8-8554d356859f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407149 ms
Total Talk Time (AGENT): 135739 ms
Total Talk Time (CUSTOMER): 139049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8fdffb98-72dd-4077-a5a8-8554d356859f_20250217T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you? I was trying to see how can I get my um number so when I go to the dentist, I can have that for them to see do they accept the insurance that I um supposed to have. But I haven't received my card and then and I've been with this company almost 4 or 5 months.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. We are gonna look for your policy number. Uh, Miss, may I have your name?
[CUSTOMER][NEUTRAL] Yeah, um [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], and what is a good callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, can you repeat it to me again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, I got it. All right, Ms. [PII], and you say you don't have your policy number either?
[CUSTOMER][NEGATIVE] I don't have, I mean, no. I, I've been calling and calling and I keep getting the run around saying that they're gonna send it in the mail, but ain't nobody sent nothing in the mail yet.
[AGENT][NEUTRAL] All right, Ms. [PII]. I apologize for that. Um, we are gonna work on it really quick. And let's see. Um, can we use your social security number to look for your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In what state is the policy issued?
[CUSTOMER][NEUTRAL] Investment, [PII].
[AGENT][NEUTRAL] [PII], all right.
[AGENT][NEUTRAL] And what type of policy is it?
[AGENT][NEUTRAL] Is it a Medli, cancer, dental?
[CUSTOMER][NEGATIVE] It, it, I only pay for everything that I have I only pay $17 a month, so I don't know how much they're taking out for the dental.
[AGENT][NEUTRAL] It is a dental?
[CUSTOMER][NEUTRAL] I mean a week, I said a month.
[AGENT][NEUTRAL] Oh, no, sorry, I, I was.
[CUSTOMER][NEUTRAL] Yeah, yeah, I paid $17.
[AGENT][NEUTRAL] Yes, I was
[CUSTOMER][NEUTRAL] I pay $17 a week. Go ahead.
[AGENT][NEUTRAL] I don't see, yes, I'm trying to search it up and I don't see anything under your social security number. I'm gonna go ahead and try to search it up.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] So why are they taking all this money out of my taking all this money out of my check, I mean taking the money out of my check a week and telling me I have dental, but you're saying you don't see it because I have my dental.
[AGENT][NEUTRAL] Um, my apologies.
[AGENT][NEUTRAL] Mhm. My apologies. I'm still trying to find the policy number. Um, I'm gonna go ahead and try another way. Does that work?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Yes, I'm trying to find your policy. Um, I can use, uh, do you know the the name of your employer?
[CUSTOMER][NEUTRAL] It's on staffing.
[CUSTOMER][NEUTRAL] He told me, I think it's the basic. I don't know. I can't remember what the man told me on the phone.
[CUSTOMER][NEUTRAL] He gave me a, it said a group plan number.
[AGENT][NEUTRAL] Yes, do you have uh the group number?
[CUSTOMER][NEUTRAL] Oh yeah 76-416533.
[AGENT][NEUTRAL] It seems too long for an employer number for our system. Our system uses a five-digit number.
[AGENT][NEUTRAL] It's just 5.
[CUSTOMER][NEUTRAL] 416533
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said, well, you are.
[CUSTOMER][NEUTRAL] UMR.com group number is that what it is?
[AGENT][NEUTRAL] I don't seem to see it here.
[CUSTOMER][NEGATIVE] Oh my God. So they just taking money out my check for nothing.
[AGENT][NEUTRAL] Well, it for our staffing, um,
[AGENT][NEUTRAL] Employers, we have a different way in the system so they have it first for the couple um for the first weeks and then they send the information to us um so what I would what I can do right now is gather all your information. I will try to uh search it up into the other system and then um I can give you a call back.
[AGENT][NEUTRAL] With whatever I was able to find, I will get someone else to help me out with it. Does that sound good?
[CUSTOMER][NEGATIVE] Oh no, I'm just gonna call it. I'm just gonna call my employee and just tell them to stop taking the um insurance and stuff out of my money. That's what I'm about to do because it's just taking me through too much and I've been with this company too long for them to be taking money out and I, I can't even get my service. I'm not about to go through this.
[AGENT][POSITIVE] I apologize, Ms. [PII] for this.
[CUSTOMER][NEGATIVE] So I'm just, I'm just about to call them and tell them to stop taking, um, you know, I don't want no longer want the insurance and I want them to stop taking the $17 out of my check because I feel like I'm being ripped off. Thank you, ma'am. Have a good day.
[AGENT][POSITIVE] Thank you, you too.