AccountId: 011433970860
ContactId: a1c93943-d4e1-435a-87ce-69726944e47d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398760 ms
Total Talk Time (AGENT): 195481 ms
Total Talk Time (CUSTOMER): 159537 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a1c93943-d4e1-435a-87ce-69726944e47d_20250220T17:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Hi, my name is [PII]. Um, I went to HG staffing, and I got y'all my dental. Um, now, I was going there for about a month and a half, but came back, and I know I got that I signed up for dental, or the same insurance with them through y'all. But I still got my other card, and I don't know if I need to get another card or, or my old card's still fine. I'm trying to see if my
[CUSTOMER][NEUTRAL] If my policy is still active, my group number what I'm still with you all I need to get another card.
[AGENT][NEUTRAL] OK, Mr. [PII], so you had coverage with APL but you left your employment and then you came back with the same employer or a different employer?
[CUSTOMER][NEUTRAL] With the same employer, yeah, with, with HD staffing.
[AGENT][NEUTRAL] OK, and so you need to verify.
[AGENT][NEUTRAL] OK, so you were just wanting to verify about your coverage. Sure, I can help you with that. And Mr. so, first off, what is a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, I just need to see if I'm with y'all at all.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What is your phone number?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you and your social security number so that I can look up your information.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. So give me a moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you for security. So if you could firstly verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have for you is the same as the one you gave me so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, Mr. [PII], according to our records at this time, your coverage is not active. I can see where you did have a dental policy, but it termed as of [PII]. Did you re-enroll for benefits and a card? That's the company that handles all enrollments for your employer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I mean, when I got when I got hired in there for HG staff and I went ahead and I, I told him to go ahead and start taking, you know, money out for the insurance again, like I had last time.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, so what I can do, um, Mr. [PII], I can give you the phone number for benefits and a card because again that is who handles all of your enrollment information and then they provide the different carriers, um, depending on what products you have enrolled for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So once I give you the phone number though, I can connect you with one of their representatives in case we get disconnected this number I'm gonna give you, you could call them directly.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][POSITIVE] Mhm. Yes, sir, and I'll be happy to connect you with them if you would like.
[CUSTOMER][NEUTRAL] Yeah, because see I've got that, I was, I did my dental last year and y'all covered some of it, and I paid the rest. But now I got, I got to finish my dental work next week. I've got APL and also got another insurance company I pay for, you know, totally something different.
[AGENT][NEUTRAL] Yes, sir. OK. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it says it helps with two people with the insurance, so I didn't know if this one was still active or not. So I, I, I think the last time when I got insurance with my company, I had to call and do it myself or something.
[AGENT][POSITIVE] OK, so yes sir um again benefits on a card would be, you know, who you would verify what you're enrolled for or to find out about any enrollment for coverage. So yes, I will be happy to get you connected with one of their representatives.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] All right then. Well, can I help you with anything else at the moment?
[CUSTOMER][NEUTRAL] No, ma'am. That'd be it.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling APL today, Mr. [PII], and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Uh-huh, thank you too. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in the card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you doing?
[CUSTOMER][NEUTRAL] Doing all right [PII], and yoursel[PII]?
[AGENT][MIXED] I'm doing fine, thank you. A little cold. I'm cold where we are today, but other than that, I'm OK.
[AGENT][NEUTRAL] So I have an I have a gentleman on the line who's with HG Staffing.
[CUSTOMER][POSITIVE] Well, that's good to hear.
[AGENT][NEUTRAL] His name is [PII], and the last four of his social is [PII].
[AGENT][NEUTRAL] He is stating that he had been employed with this.
[AGENT][NEUTRAL] Agency, but then he left employment but is back and he was supposed to um have dental coverage again. We don't show him with active coverage since November.
[AGENT][NEUTRAL] So he's just wanting to discuss that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, let's see here.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, one moment. I see what it is. It looks like um.
[CUSTOMER][NEUTRAL] It looks like we only just received the or we received the reinstatement form from him uh last week so it's probably just a delay on everything going into effect I can explain that all to him.
[AGENT][NEUTRAL] OK, perfect. OK, [PII]. Well, are you ready to speak to Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][POSITIVE] OK. Well, thank you so much and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thanks for calling.
[AGENT][POSITIVE] Alright, thank you, [PII]. Alright, bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.