AccountId: 011433970860
ContactId: bf5e1559-589c-4f10-b087-7b85e31b151c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 802859 ms
Total Talk Time (AGENT): 370806 ms
Total Talk Time (CUSTOMER): 323059 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/bf5e1559-589c-4f10-b087-7b85e31b151c_20250421T16:07_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling on behalf of one of the um subscribers, [PII], but he's on the line as well. I'm hoping that maybe you can help us with a question. He's currently filing for Social Security benefits, and their question to us is the current prior subscriber, which would be you all, if the company covers 20 employees or more.
[AGENT][NEUTRAL] Employers are more so you are calling from where, Miss [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm, I, well, I'm just a friend of [PII]. He's on the line as well. He was the prior subscriber. The coverage ended [PII]. We were able to get that information, but what the next question is, is while he was on plan, the what was it, the agency that he was with was adept, I think, yeah, they wanted to know. Social Security Administration wants to know if that.
[CUSTOMER][NEUTRAL] Coverage insured or insures 20 or more employees because it affects how you apply for your Social Security.
[AGENT][NEUTRAL] OK, um, let me see what information I can get Miss [PII] because um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's probably not this department what I'm what I'm gathering here. um let me have a callback number just in case we get disconnected, yeah, it's OK.
[CUSTOMER][POSITIVE] OK, no problem
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] If you want me or do you want [PII]'s number because I'm helping and assisting him, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yeah, let me have his number.
[CUSTOMER][NEUTRAL] OK. Let me give her your number. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so you're trying to see basically I'm, I'm just trying to understand this so I can route it over to the next person, um, but you're trying to um see if um we need 20 people or more to get the product for meing for secondary?
[CUSTOMER][NEUTRAL] Uh, no, what we're trying to do is he's he's filing for Social Security, and I think the insured medical benefits that he had, I'm looking at the car. What's the name of it? EMD.
[CUSTOMER][NEUTRAL] Is that the one? I guess it is.
[CUSTOMER][NEUTRAL] What what what is it a multi-play, uh.
[CUSTOMER][NEUTRAL] He has a card here that says middle and he had uh huh, is the uh.
[CUSTOMER][NEUTRAL] The insurer, right, and what it is asking us is under the plan that expired a [PII], did, does that plan have more than 2020 or more subscribers on that plan because it affects how Social Security responds to his application.
[CUSTOMER][NEUTRAL] And Medicare, I should say.
[CUSTOMER][NEUTRAL] It's me, MED is the plan or the group, I think.
[AGENT][NEUTRAL] OK, sounds like a BIC plan. Um, what is the policy number, Mr. [PII]? Let me look at your policy.
[CUSTOMER][NEUTRAL] Um, let me
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] I don't, I'm looking to see if there's a group number here. There's an EDI payer ID number. Would that be it?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's on the card
[CUSTOMER][NEUTRAL] OK, that is 64.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But not that one, there's a BIN number there's a, OK, here's a group number IMA.
[CUSTOMER][NEUTRAL] 9431-G.
[CUSTOMER][NEUTRAL] Does that sound right?
[AGENT][NEUTRAL] OK, that's only for IMA which is a different company. Um, do you have a card that says APL?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Say it again, [PII] [PII]
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Mm. You, you say.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, what's that number on that card?
[CUSTOMER][NEUTRAL] Uh, is it on the policy?
[AGENT][NEUTRAL] It should be under policy number or policy certificate or just policy number.
[CUSTOMER][NEUTRAL] Does it say policy number on it?
[CUSTOMER][NEUTRAL] OK, I see your policy it says uh uh 02006913.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], you're with the employer?
[CUSTOMER][NEUTRAL] No, I'm not. I'm just a it's a free in company.
[AGENT][NEUTRAL] No, just, just a friend. OK. Got you. OK. I just want to make sure I get all everything. OK, uh, and Mr. um [PII], let me, I'm gonna have to verify some information. Is it OK if I verify this information with, with [PII] on the line?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] This is OK.
[AGENT][NEUTRAL] OK. May I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] So it's OK. Mhm.
[CUSTOMER][NEUTRAL] The date of birth is um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said you want the email?
[AGENT][NEUTRAL] The mailing address and the email address.
[CUSTOMER][NEUTRAL] Oh the mailing, OK, uh, mailing is a um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you used to be with AD.
[CUSTOMER][NEUTRAL] And the email if you can.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] My female.
[CUSTOMER][NEUTRAL] OK, uh, uh, we can go with the the email uh [PII].
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] OK, so are you still employed with ADAPT or no?
[AGENT][NEUTRAL] Department of HR.
[CUSTOMER][NEUTRAL] Uh, only when they called me.
[CUSTOMER][NEUTRAL] Yeah, cause it's an agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, that is correct. OK, so, um, OK, a department HR Inc they work with benefits and a card. The Benefits and a card is the one that put this group together, and they're the ones that cancel policies, active policies that they're the ones that do all the, we only handle the benefits, the payments, the claims, but um we do not handle the group entirely like we don't do any um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cancellations, we don't do any, you know, to get any policies active. So the only one that can um assist you with the information about if there was more than 20 members on this group will be through benefits and a card because they're the one that put this policy all together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's what's the name again?
[AGENT][POSITIVE] Benefits in a card.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] In a card.
[CUSTOMER][NEUTRAL] And is there a number for them?
[AGENT][POSITIVE] Yes, I do have a number. Let me go ahead and get that for you.
[CUSTOMER][NEUTRAL] A card benefits a card.
[AGENT][POSITIVE] Benefits in a card.
[CUSTOMER][NEUTRAL] It's benefits a card.
[AGENT][POSITIVE] Benefits in a card.
[CUSTOMER][NEUTRAL] In a
[CUSTOMER][NEUTRAL] Oh, got you, got you in a card, OK.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so, um, they're the ones that enroll, cancel, um, changes, um, beneficiary certificates, all that is through them, OK. So, um, the number two benefits in a card is 1-800.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, we dialed that number already and they said they didn't know they sent it over to you.
[AGENT][NEUTRAL] Oh, so because we only handle the policy itself.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, yeah. Yeah, yeah.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] We don't do any enrollments or cancellation or, yeah, I'm not really sure why they will transfer you.
[CUSTOMER][NEUTRAL] 00, maybe
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it it yeah.
[AGENT][NEUTRAL] Yeah, I can go ahead and transfer you back. I just let him know that what you're trying to do, um, I don't know if um.
[CUSTOMER][NEUTRAL] Yeah, we we're not trying to.
[AGENT][NEUTRAL] If you explain this to them, but just try to let them know that he's trying to get Social Security and he just needed information to to apply for the Social Security and the company is asking to know if there was 20 persons or 20 people or more in that group that he was with the insurance. Um, I think they'll be able to answer that because they're the ones that do the new enrollments for the group.
[AGENT][NEUTRAL] So they won't know how many people they have on that group.
[CUSTOMER][NEUTRAL] Yeah, we did ask and give.
[CUSTOMER][NEUTRAL] Yeah, we asked that question over there and they said they didn't know that we would have to come here. So, OK, we can, you can transfer us back we'll give it another try.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm so sorry, but yeah, they're the ones that do the enrollment. I'm so sorry. OK, let me go ahead and get them on the line. Hopefully they'll get to, to answer that question for you, OK?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's all. And when we tra well one question when you transfer us back, we should give that APL number versus that other number we were dealing with.
[AGENT][NEUTRAL] Um, not specifically. You, you can give them um the group number, I believe, or just the name of the group. They should be able to find him like that, just with the group name or group number, his name, um, I can give you the group number if you need it.
[CUSTOMER][NEUTRAL] The one on the
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, the group number is 70,050.
[CUSTOMER][NEUTRAL] 70,050. OK, and the group name?
[AGENT][NEUTRAL] Yes, now, if
[AGENT][NEUTRAL] Yeah, if they cannot use that, they, they surely can use the group name because they're the one that put this group together. So you can just give them the group name. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be the benefits in A, is that what's the group name?
[AGENT][NEUTRAL] Benefits in a card. Correct. Benefits in a card is um the person that handles directly every enrollment through the employer. So the employer calls benefits in a car, benefits in a card get them all set up for new accounts, and if they want to cancel, the employer will go ahead and send a request to cancel and benefits in a car will cancel. So it's it's between them two.
[CUSTOMER][NEUTRAL] I've been uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what they, when they come to us is basically to do any claims to get like any process claims or any payments for claims or any benefits, those type of things we handle, but yeah, anything that is due to cancellation or enrollment, it goes to benefits in a car.
[CUSTOMER][NEUTRAL] OK, benefits and you're saying [PII] a card, correct?
[AGENT][NEUTRAL] benefits in in a card.
[CUSTOMER][NEUTRAL] N A
[CUSTOMER][NEUTRAL] Can you spell that because I think I'm doing it the phone is cutting out.
[AGENT][NEUTRAL] OK. It's Benefits B E N E.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEGATIVE] FITS.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The second word is IN, which is in.
[AGENT][NEUTRAL] The third one is A, the letter A, and the fourth one is gonna be card, which is C A R D.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, you know what I thought you were saying benefits the letters in a card, but it's benefits INA card, got you.
[AGENT][NEUTRAL] In a card. Mhm. OK. All right. Let me go ahead and get them on the line. OK, you have a good day, Miss [PII] and Mr. [PII], OK? You're welcome. OK. Bye-bye.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Got it, alright.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] All right, thank you thank you very much.
[AGENT][NEUTRAL] You're welcome. Let me transfer you over, OK? One moment. Bye.
[CUSTOMER][NEUTRAL] Bye bye. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Hi, good afternoon. Thank you for calling Benefits in a card. My name is [PII]. Who do I have the pleasure of speaking with?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]