AccountId: 011433970860
ContactId: a1da9637-9c50-4dcb-af20-d2ccf8d9bf5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628679 ms
Total Talk Time (AGENT): 246982 ms
Total Talk Time (CUSTOMER): 161443 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a1da9637-9c50-4dcb-af20-d2ccf8d9bf5c_20250318T16:04_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] you said?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Oh hi, um, yeah, my name is [PII]. I'm doing fine. How about you?
[AGENT][NEUTRAL] I'm fine. How are you? How can I help you, [PII]?
[CUSTOMER][NEUTRAL] Uh, doing great, um, I had an eye um eye exam yesterday and um the agency job that I'm paying my benefits through, I actually didn't work last week, um, so I believe that I may need to pay my benefits for last week so that the that yesterday's service can be covered. Would you be able to check on that for me?
[AGENT][NEUTRAL] I'd be glad to. What is your policy number, please?
[CUSTOMER][NEUTRAL] Alrighty, um, let's see, OK, 059-4125.
[AGENT][NEUTRAL] Thank you. If I could verify your date of birth and uh phone number, please, I would appreciate it.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, let me see, let's see, [PII], the number that you've given me isn't coming up. So let's just see, uh, how do you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so, uh, last week we're not showing, uh, well, let's see.
[AGENT][NEUTRAL] Last week we're not showing that that that that that premium was paid so that was what the week of the [PII], wasn't it? From the [PII]? Yeah, OK. So we're not showing that um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Has your, uh, has your employer uh approached you about uh maybe getting that, uh, getting the premium for that week or they just, if you're not there that week, they just don't do it?
[CUSTOMER][NEGATIVE] Yeah, it just doesn't get paid if I don't work that week, so I know in the past this has happened because I pay this these fees every week and somehow every time I have an appointment it's when there's a gap so this has happened to me before um.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] Oh, I'm sorry. Well, yeah, it doesn't look like that was paid for that week.
[CUSTOMER][NEUTRAL] Yeah, so I just wanna make sure that service gets covered, um, so I can go ahead and pay that if that'll get that service covered.
[AGENT][NEUTRAL] Yes, yeah, it's, I'm just not showing that that you paid for that week, so it's certainly they can send in the claim, um, but it's possible that it won't be paid.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If if we're showing that the premium wasn't paid that week.
[CUSTOMER][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] So I didn't, I didn't work that week, so the reason why I'm calling is to go ahead and pay the premium.
[AGENT][NEUTRAL] OK, so, um, let's see for you to pay it yourself. OK, let me just check here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We may have to talk to customer service. We're just gonna be just gonna check here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], if you don't mind, if you excuse me just one moment, please. I'll be right back. Excuse me, just one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Yeah, [PII], this is [PII] in claims um.
[AGENT][NEUTRAL] I have a uh insured uh.
[AGENT][NEGATIVE] She is, um, she has a, a, uh, HI policy and, uh, it wasn't paid for, uh, for last week. Uh I I don't show that the premium was paid for last week and she's wanting to pay the premium herself. Now, I, I thought that she had to go through, uh, um, what is it, uh, benefits in a card. I can never, I, I was trying to go through Guru to find this and I can't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if she wishes to pay the premium herself, how does she go about doing that? Did she go through our customer service? Does she um.
[AGENT][NEUTRAL] I, I just don't know.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, the payments have to go through big.
[AGENT][NEUTRAL] I would
[CUSTOMER][NEUTRAL] What's the uh what's the policy number?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's 02
[AGENT][NEUTRAL] 594125.
[AGENT][NEGATIVE] No, the only number that I've got for, God, I don't even know that I have [PII]'s number anymore.
[AGENT][NEUTRAL] I did at one time.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I've only got IMA. I don't, I don't even know that I've got the benefits and a card number anymore.
[AGENT][NEUTRAL] To send her to.
[CUSTOMER][NEUTRAL] OK, now let me see.
[CUSTOMER][NEUTRAL] Um, she also, it looks like she's under B with Creative Circle LLC. She's probably contact them, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] About her premiums because they're gonna be the ones who set them up but I have the big phone number from Guru.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 56. OK, that's probably what I should, when I was digging through there, when I was going through all the things, you know, the outside, so uh yeah I see, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you just put in BIC phone number or, or what did you do to get their phone number on on Guru?
[CUSTOMER][NEUTRAL] Uh, I, I have it saved. Um, hold on, let me see. I think if you just type in BIC it should pull up. It's a card BIC IMA temp staff agency group number begins with 70.
[AGENT][NEUTRAL] Address
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Did you see that?
[AGENT][NEUTRAL] Uh, no, but I can, I, I will look it up here in just a second because I, I saw, I saw uh APL address and BIC contact number and then when I tried to explain.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] When I try to expand it, it doesn't. OK, there it goes. OK, I finally got it. Usually I can go through here and I can find these things, but then if I start getting frustrated, this is like I just, you know, that's why I've got to call for help, so.
[AGENT][POSITIVE] Thank you again.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] You're welcome. No problem.
[AGENT][POSITIVE] OK, well, I'll go ahead and I will talk to her. Thank you very much. I hope you have a very good day. Thank you for helping me again. Thanks.
[CUSTOMER][POSITIVE] You too and you're welcome bye bye.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so since this is uh through Creative Circle, normally what ends up happening is is that you will pay, uh, there's actually two ways to to pay that premium. Uh, you can either go through um your Creative circle, uh, through their employment, uh, you know, their HR department. Alternatively, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One of the things that you can do these policies through or through a company called Benefits and a Card or BIC and their number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can, you can contact them about making that premium for that week.
[CUSTOMER][NEUTRAL] OK, sounds good thank you and um so what would they also be the people to talk to um I wanted to look into buying frames so I want to see what was allotted.
[CUSTOMER][NEUTRAL] For that.
[AGENT][POSITIVE] Uh, yes, absolutely. They would be the people uh who would help you with that. So, um, they would be able to help you with all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. All right, I'll give them a call. Thank you so much [PII].
[AGENT][POSITIVE] OK, thanks for contacting UT. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Not today thank you.
[AGENT][POSITIVE] OK, well have a good day. Thanks for contacting.