AccountId: 011433970860
ContactId: 92d0fb1c-6afe-4059-8d62-bc0cafbcb71b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 560200 ms
Total Talk Time (AGENT): 212020 ms
Total Talk Time (CUSTOMER): 212497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/92d0fb1c-6afe-4059-8d62-bc0cafbcb71b_20250212T17:32_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][NEGATIVE] Hi [PII], I received my card not too long ago and I'm online now. I'm trying I guess because I called and they told me I need to go online and just register, but it's not allowing me to and it says to call you guys.
[AGENT][NEUTRAL] OK, and what is the error saying that no user can be found or what is the error saying?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, let me see, let me go back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] shopping.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, while you're looking for that, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. Oh, I'm sorry.
[CUSTOMER][NEUTRAL] It said
[CUSTOMER][NEUTRAL] Oops, it appears you may not be eligible to create an account.
[AGENT][NEUTRAL] OK, I, I'll see what that means. Um, [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] 02543417
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEGATIVE] Stop.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then just your email.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. Um, it was effective only a few days from [PII]. Let me look at the notes. Hold on one moment.
[AGENT][NEUTRAL] We received notification from the group um to lapse the policy, so.
[CUSTOMER][NEUTRAL] So that's
[AGENT][NEUTRAL] Um, I would reach out to benefits in a, well, let me ask you this, is it supposed to be active?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That I don't know. That's why I was called the first time cause I'm like, cause I was so.
[CUSTOMER][NEGATIVE] Well, when I first started the job I signed up there was issues.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] When I signed up for the insurance for the job, they kept, people kept telling me too many different things. Each person I talked to told me something different. One person I'm active, the other one say I'm not active, and then they'll be like, oh, you're active, but they're still taking, they're taking money out.
[CUSTOMER][NEGATIVE] But I had never received no card. And that would be crazy if back in September, when I was going on, I'm just not getting cards from both places.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So that's what kind of like confusing. So am I like is this from back from September, not just not getting them?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, no, so we haven't, we sent those out in September, yes, I.
[AGENT][NEUTRAL] I don't know if that has anything to do with the mix up and they just released it. I'm not sure. But um if you are supposed to have, if you feel like you are supposed to have an active policy, since all of our policies come through the employer, like we can't create or terminate any policy without them notifying us in writing. So I can give you the number 2 benefits in a car.
[AGENT][NEUTRAL] Um, so that you can talk about the enrollment and if it is supposed to be active, they'll have to, they'll uh send it to us in writing and we can reinstate it or, um, you know, go from there.
[CUSTOMER][NEUTRAL] I, that's why I talk to them too.
[AGENT][NEUTRAL] Benefits in a card?
[CUSTOMER][NEUTRAL] Yep, I got a car from him too.
[AGENT][POSITIVE] Yeah, benefits
[CUSTOMER][NEUTRAL] And they've been
[AGENT][NEUTRAL] Did you give them a call?
[CUSTOMER][NEUTRAL] Yeah, I did when I first got it and she gave me a number, another number to call to a number num get out.
[AGENT][NEUTRAL] So what phone number did you call? I'm gonna give you the number that I'm gonna give you the number, but then if you wanted to talk to them, then I can also transfer you over. But um because we wouldn't be able to do anything here, we have to get it from them in writing in order to make the changes.
[CUSTOMER][POSITIVE] Some benefits in the car.
[AGENT][NEUTRAL] Right, like
[CUSTOMER][NEUTRAL] Um, I've got a
[CUSTOMER][NEUTRAL] The [PII] and then there's a [PII].
[AGENT][NEUTRAL] OK, I don't know
[CUSTOMER][NEUTRAL] Because they were the one that go online.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] They do this.
[AGENT][NEUTRAL] So we only have one phone number for them, but it's neither of those, and this is the number that you call for enrollments or like canceling or if you want to make changes to your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I got another number too, but it's just in my ID card for the job that they gave me to call.
[AGENT][NEUTRAL] Is that the [PII]?
[CUSTOMER][NEUTRAL] Uh, let me take a look.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You know this one is uh [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yeah, I'm not familiar with that, but um I can definitely transfer you over to the number that we have for them if you want to talk about your policy.
[CUSTOMER][NEUTRAL] Yeah, now you understand. See, I like I get begin to run around with everything.
[AGENT][POSITIVE] Run around, yes, I'll make sure that you get a representative.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] Um, and I'll, and then I'll connect you too.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] Alrighty well thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm. You are on hold.
[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][NEUTRAL] Thank you for calling Benefits Center card. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from American Public Life. Um, I have an insured on the other line whose policy is terminated, but she's, um, she's under the impression that it should be active, so she just needs to speak with somebody about her enrollment and um if it does need to be active, then, you know, you always send that to us.
[CUSTOMER][NEUTRAL] OK, can you please tell me who she works for?
[AGENT][NEUTRAL] Mhm hold on one second.
[AGENT][NEUTRAL] Um, it says TRC Staffing Services Incorporated.
[CUSTOMER][NEUTRAL] All right. If by any chance you have the last four digits of her social so I could pull out her file.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. 1st and last name?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I just wanna get the information before.
[AGENT][POSITIVE] Oh, sure, it's no problem.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, you could go ahead and transfer. he's not enrolled in the benefits since last year.
[AGENT][NEUTRAL] Right, OK. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] Hi. Um, yes, sir.