AccountId: 011433970860
ContactId: a20134c5-36ec-497a-9938-cfe1c3999efc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228520 ms
Total Talk Time (AGENT): 38027 ms
Total Talk Time (CUSTOMER): 126586 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a20134c5-36ec-497a-9938-cfe1c3999efc_20250625T21:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. um, I work at uh.
[CUSTOMER][NEUTRAL] Some song through MAU and I was let go [PII].
[CUSTOMER][NEGATIVE] And I'm still getting bills that I owe. And I haven't had insurance and they, I was told that y'all took two payments for me. The last payment was on the May, on [PII], and I haven't worked since [PII] and I feel like I need to be reimbursed the money that uh y'all took from me because I haven't worked there in over a month.
[AGENT][NEUTRAL] Um, I can check and see how was this, um, handle. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The group number is 9437.
[AGENT][NEUTRAL] Do you see a policy number?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, all I got is the 90 degree.
[CUSTOMER][NEUTRAL] Uh, benefits.
[AGENT][NEUTRAL] OK, so it's the benefits in a card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah, and if it's through benefits in a car, the ones that needs to um check on that premium is benefits in a car. They're the ones that collect. We do not collect, they're the ones that collect.
[CUSTOMER][NEUTRAL] Uh, well, I need to speak to someone about this because I feel like I should be reimbursed because I only worked one day that week and that was on that Monday.
[CUSTOMER][NEGATIVE] And I was let go and y'all, they took money from me for 2 or 3 weeks. And I believe if I feel like I should be reimbursed the money that was taken from me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me go ahead and get benefits and a card in the line, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] You are on hold.
[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 and a card. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, this is [PII]. I had insurance with y'all through MAU at Samsung in [PII], and I was really, I was let go on [PII], and I was told that y'all took out payments up to [PII] on me. And I only worked one day that week and that was on [PII]. And I feel like I should be reimbursed for the money that y'all took for me.
[CUSTOMER][NEUTRAL] OK, and you said you work with MAU.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then the last four digits of your social security number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and then for security purposes could you verify your full address and your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].