AccountId: 011433970860
ContactId: b89a28f5-f630-4b42-baf1-f7ab3a8ddcae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358440 ms
Total Talk Time (AGENT): 59430 ms
Total Talk Time (CUSTOMER): 208472 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b89a28f5-f630-4b42-baf1-f7ab3a8ddcae_20250417T17:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is um [PII].
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] I just became, well, my company, I think just started with um benefits in the card back in, I think March, um, so I had received paperwork uh to fill out and send them to them by um February, and I noticed that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't have the correct benefits that I that I applied for.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Like I spoke with someone um
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] No, I spoke with someone a few weeks ago and they were telling me that I did not have MEC, um, but, um, I found my enrollment form and my enrollment form dated [PII]. I put here, um, I checked off the Stay healthy plan MEC.
[CUSTOMER][NEUTRAL] And I checked off dental, I checked off vision, and I checked off behavioral health.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Um,
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Miss. [PII], um, have you contact benefits in a card by any chance?
[CUSTOMER][NEUTRAL] I'm not speaking to benefits in a car.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] This is not the number. Oh my goodness.
[AGENT][NEUTRAL] No, you're talking to APL.
[CUSTOMER][NEUTRAL] I, OK.
[AGENT][NEUTRAL] Uh, I can transfer you.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what is their number just in case for future?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me get that for you. OK, one moment.
[CUSTOMER][POSITIVE] Benefits in a card.
[AGENT][NEUTRAL] Yeah and give me, let me have your phone number just in case we get disconnected while I wait for that number to pull up.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, the number two benefits in your card is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, got it.
[AGENT][NEUTRAL] OK. Is there anything else? You're welcome. OK, thank you for calling APL. Have a good afternoon. One moment while I transfer.
[CUSTOMER][POSITIVE] You can transfer me now. Thank you so much.
[CUSTOMER][NEUTRAL] Yeah that
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. My name is [PII]. How can I assist you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] And there seems to be an issue with um my application. I think that you guys maybe didn't receive it or um I don't know what went wrong, but I know that back in February I had done an enrollment form because my company North Staffing was changing um.
[CUSTOMER][NEUTRAL] To benefits in a card from a previous insurance that they had.
[CUSTOMER][NEUTRAL] And they said if you wanted any changes to complete this form and email it to [PII] and that's where I emailed it back then.
[CUSTOMER][NEUTRAL] And I, I have here that I had checked off the MEC plan, the dental, vision, and behavioral health, and they're saying that I have a VIP classic and that I don't have um to get a PCP or something like that, so I'm I know. So I know all the enrollment stuff has has to be done through an enrollment form now um we don't handle those changes anymore.
[CUSTOMER][NEUTRAL] But I do have to get in your file to be able to look at anything if I'm completely honest because I'm not looking at anything right now um what is the last four of your social?
[CUSTOMER][NEUTRAL] The last four of my social is [PII].
[CUSTOMER][NEUTRAL] And your first and last name again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For security purpose