AccountId: 011433970860
ContactId: ba3f9581-d199-401a-94b4-55b808820341
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496200 ms
Total Talk Time (AGENT): 225507 ms
Total Talk Time (CUSTOMER): 161808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ba3f9581-d199-401a-94b4-55b808820341_20250130T16:07_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][NEUTRAL] Hi, [PII]. I just got in the mail um some insurance cards like from APO and I'm just confused as to why if I never even finished the
[CUSTOMER][NEGATIVE] Application and I just wanna know if that money got drawn out of my account. I don't even have this job there at that location anymore so I don't know, I'm just confused.
[AGENT][POSITIVE] OK. Well, I can definitely take a look into everything for you and let you know um about the policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]
[CUSTOMER][NEUTRAL] And my last name, [PII]
[CUSTOMER][NEUTRAL] And then my number is area code [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number on the card, it should say in hospital or outpatient policy er number.
[CUSTOMER][NEUTRAL] Uh, 02.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 63.
[CUSTOMER][NEUTRAL] 43.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII], and my billing address is [PII].
[AGENT][POSITIVE] Thank you and then just your email address.
[CUSTOMER][NEUTRAL] Oh, sorry, uh, my first and last name.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Is this, I'm trying to get all the information together. Hold on one second.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so benefits in a card is one of our, um, they work with the temp agencies to get the the um APL policies. So we're not actually able to create or or terminate any policy unless they have given it to us. I can give you the number to um
[AGENT][NEGATIVE] Benefits in a card, their employee line and let them know that um this should not be active. It's been active since [PII] and um it
[CUSTOMER][NEGATIVE] You're freaking lying.
[AGENT][NEUTRAL] No, I'm not.
[CUSTOMER][NEUTRAL] Wow. Uh-huh. OK, I'm sorry, I'm listening. Uh-huh.
[AGENT][NEUTRAL] No, you're fine. Um, and, um, let me see, it is on payroll deduction.
[AGENT][NEUTRAL] So how payroll deduction works it's not like we, you know, pull it out, it, it, your job takes it out of the check and then they pay us. So I
[CUSTOMER][NEUTRAL] I've been wondering why my last two checks were so short. That's exactly why, wow, OK, uh-huh.
[AGENT][NEUTRAL] So that's probably why, um, let me get the number for you and then just give them a call. I can um I can, you know, connect you all if you like, but I just, I'm going to give you the number too so you have it. And um just let them know that you're wanting to terminate this policy. It should not have been active and if payroll deduction has been done, because like when I go to our little screen to see um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like the ledger, I guess I could call it with the what's been billed and the payment is blank, so everything is new. We haven't even um filled this out yet. So, if they have taken out the payroll deduction, it's not here yet, but however they handle it on that end to to reimburse, um, I would mention that to them. And then
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yeah, thank you.
[AGENT][POSITIVE] You're welcome. Um, let me know when you're ready for the number and I can transfer you over and get a rep for you.
[CUSTOMER][POSITIVE] Uh, I'm ready now.
[AGENT][NEUTRAL] OK, so it's 800.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 497.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] 4856, so it's 804974856?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] All right, and before I transfer you over, was there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, you did perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precionids.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits and a card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hey, [PII], uh, my name is [PII]. I'm calling from APL. How are you?
[CUSTOMER][POSITIVE] Doing pretty well and yourself?
[AGENT][NEUTRAL] I'm doing good. Um, I have a, well, we have a mutual insured on the line. Um, she has an active policy with us, but she's stating that she never, um, finished the enrollment application, so she, she wasn't sure why she was receiving the cards. Um, this, it sounds like this policy should not be have, should not have been sent to us. Um, it is active. I'm not sure if payroll deduction has been um taken out because I don't.
[AGENT][NEUTRAL] Like on our little ledger screen, there's nothing here yet. Would you be able to assist her with canceling and possible reimbursement if it has been taken out on y'all's end or the group's end?
[CUSTOMER][NEUTRAL] Um, well, let me try looking at her file first. What's the staffing agency she works for?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, crown staffing.
[CUSTOMER][NEUTRAL] And the last 4 of her social?
[AGENT][NEUTRAL] Hold on one second, um.
[AGENT][NEUTRAL] Ms. [PII], if you'd like to give him the last four of your social, I'm, I'm in a different screen, but I can get it.
[CUSTOMER][NEUTRAL] Uh yeah, I believe it's [PII].
[CUSTOMER][NEUTRAL] And her first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] And for security purposes could you verify your home address including city, state and zip code?
[CUSTOMER][NEUTRAL] Yeah, uh, my home address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And confirm your date of birth?
[CUSTOMER][NEGATIVE] Oh shit, sorry, [PII].
[CUSTOMER][POSITIVE] And a good telephone number I have is uh for you is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the email I have is your [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so let me look at the file and see what's going on. Bear with me one second.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mr. [PII], I'm gonna go ahead and drop the line. Do you want, do you need me to stay on the line or you're OK?
[CUSTOMER][POSITIVE] I'm OK, thank you so much I appreciate everything you've done.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL y'all have a great day.
[CUSTOMER][POSITIVE] Thank you you too OK.
[AGENT][POSITIVE] Thank you. Bye-bye.