AccountId: 011433970860
ContactId: c2062af4-3841-45b0-a9a9-3a39dd5b5478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686419 ms
Total Talk Time (AGENT): 237284 ms
Total Talk Time (CUSTOMER): 346294 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c2062af4-3841-45b0-a9a9-3a39dd5b5478_20250404T16:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Who is it?
[AGENT][NEUTRAL] This is [PII] with APL.
[CUSTOMER][NEGATIVE] I didn't get your name it broke.
[CUSTOMER][NEUTRAL] It's sold
[AGENT][POSITIVE] So, it's so well.
[CUSTOMER][NEUTRAL] I spell the name again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it is so. It's [PII] there cause I was talking to her, your phone system or something is crazy today because first time I called you, I kept hearing what the woman was saying to me a [PII], I think her name or no [PII] maybe, [PII], and then I call.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] They forwarded me this uh uh this is the 7th phone call I've made today to try to get a situation resolved and is [PII] available because I was just on the phone with her and right in the middle of the call.
[CUSTOMER][NEUTRAL] She's asking me if I can hear her and I can hear her, but something happened, she can't hear me.
[AGENT][POSITIVE] Oh, OK. I'm so sorry. Yeah. Yeah, I'm still here. Yes, yes. And yeah, um, it looks like we, you had a little bit of problems with the phone, but um they're working on it and I do apologize for that. Um, may I have your name?
[CUSTOMER][NEUTRAL] Are you still there? OK.
[CUSTOMER][POSITIVE] It's good.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Hearing
[CUSTOMER][NEGATIVE] My phone number is [PII] and she said she was gonna call me back and I waited and I got no call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] But again you guys something's going on with your phone so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if I can get her on the line. Um, let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I'm waiting on her answer. She may be on in another call. Um, let me see.
[CUSTOMER][NEGATIVE] Yeah, which she said she was gonna call me right back if something happened, and she never did.
[AGENT][NEUTRAL] Yeah, Mr. [PII].
[CUSTOMER][NEUTRAL] But you know, I know your phone system but.
[AGENT][NEUTRAL] Yeah, and unfortunately, whenever a call gets disconnected, we're in a call center, so another one rush in and like you get another one right away. So if you get one right away.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, yeah, I, I, I, I understand, I, I, I understand that part, so yeah, yeah.
[AGENT][NEUTRAL] Yeah, so, yeah, I'm thinking that she just got this call when, when it was disconnected because she's in a call right now. Um, so, yeah. I is it something that I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Well, you, you can if you can get this fixed for me. I don't care. I don't have to talk to [PII] it's just that she had a little background and again like I'm saying this is the 7th or 8th phone call I've made trying to get this resolved and and trying to get pushed from this one to that one and it's just crazy it's driving me crazy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK, let's see what we can do. What's the policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's 02316266.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And I'm just gonna go ahead and verify your date of birth. Um, I know that she verified the rest more than likely, so let me have that date of birth, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let me see if I have any notes. If not, um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's about a claim. I see a note here. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That should have been paid. My wife's paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanking uh.
[AGENT][NEUTRAL] This is through TRC staffing.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Did you receive the check my wife sent on the [PII]?
[AGENT][NEUTRAL] She sent a check directly to us.
[CUSTOMER][NEGATIVE] I'm sorry you're breaking up.
[AGENT][NEUTRAL] I'm, I'm sorry for that. Did she send a check directly to us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's who she sent it to. I, I, she's not here now because she went out somewhere, but anyways it should have been there.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, so based on the note and I'm just reading all the notes that I got here to understand, OK, um, so it looks like she was transferred over to benefits in a card, uh, for the premium.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know if she sent that premium to benefits in a card?
[CUSTOMER][NEUTRAL] She sent it to whoever told her where they told her to send it to.
[AGENT][NEUTRAL] Got you. So OK, so it's not with us. OK, yeah, there is a third party that works with this employer and they're the ones that handles the premium, so they, they had to get it and just go ahead and send the information to us and that is what we're waiting for. We're waiting for that information to update the system and send that payment out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You have a number I can call, is that 90 degree Benefit [PII]?
[AGENT][POSITIVE] No, no, it's benefits in a card. It's the one that handles the premium.
[CUSTOMER][NEUTRAL] What's what's their number? What's all right, so tell me their phone number.
[AGENT][NEUTRAL] OK, let me get that one moment. OK, sure, yes, give me just a minute, let me get that information, OK?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm home. I'm just, yeah, I'm just getting tired.
[AGENT][NEUTRAL] Yeah, I understand. I'm so sorry. It's OK. Um, alright, so the number is 1800.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 485 6
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so you're waiting to get verification from them that it's been paid because we were our account was up to April it was good till early April, right?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Right now it's just showing um that it's not updated on the premium yet. So right now for the month of March, there's um no premium, so we're just waiting for benefits in a card to send us that verification.
[CUSTOMER][NEGATIVE] You mean there were no benefits, uh, uh, um.
[CUSTOMER][NEUTRAL] That were yeah we because we even before my wife sent the check in our benefits were good through like early April that's what we were told that's what I was told when I paid back a long time ago.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm OK. Yeah, you want, uh, that's not what we have here. You might wanna check with them and see where, where they have you and to see if they can send that information as soon as possible so we can go ahead and pay this claim, OK? So, uh, what I can do is go ahead and transfer you over. Do you want me to transfer you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] OK, alright, OK, OK, alright.
[CUSTOMER][NEUTRAL] Alright, let me call.
[CUSTOMER][NEGATIVE] Yeah, transfer me because I got the number here and I've already spoke to two people there and they blew me off and.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Oh, OK. Yeah, 90 degrees is, is a little bit different um than the benefits in a car. So I'm just gonna go ahead and send you to them, OK? Yeah. OK. All right. And I do apologize for that uh frustration. Um, I'm so sorry for the phones as well, OK? So let me go ahead and get them on the line for us. You're welcome, Mr. [PII]. One moment. You're welcome.
[CUSTOMER][NEUTRAL] Go ahead please.
[CUSTOMER][NEUTRAL] Yeah, that's fine then it it's in the card, yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yeah, thank, thank you ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa 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][POSITIVE] Hi, [PII]. I hope you can help me big time.
[CUSTOMER][NEUTRAL] OK, so here's the problem.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] There's too many different groups involved with these claims and payments and all this other stuff.
[CUSTOMER][NEGATIVE] My wife sent a check the benefits in a card on [PII]. Now when I call APL to try to get my uh claim paid, they're telling me I'm not even covered for the month of March when in fact I know I had paid based on when when I wrote the check early in the year until early April.
[CUSTOMER][NEUTRAL] So, um, I don't have my policy number for you guys. I have a policy number on this claim from APL.
[CUSTOMER][NEUTRAL] So when it comes, so when it, so when it comes to the claims who you do need to talk to with APL, um, they they're wait wait a minute wait a minute, no, no, no, no, no, no, no, no, no, what's your name again, miss?
[CUSTOMER][NEUTRAL] Uh, [PII], hello [PII] [PII], so what we, yes, so what we need to verify and figure out is one.
[CUSTOMER][NEUTRAL] What am I covered until? OK, so let me, let me get in your file because I don't have any information right now whatsoever about your file. Is it your file or is it your spouse? Like are you the policy holder or um what are you?
[CUSTOMER][NEUTRAL] I was with TRC but this is now under COR.
[CUSTOMER][NEUTRAL] OK, so