AccountId: 011433970860
ContactId: c333f32d-d0d0-413a-9ed5-dc56db2fb6f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475230 ms
Total Talk Time (AGENT): 117036 ms
Total Talk Time (CUSTOMER): 185695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c333f32d-d0d0-413a-9ed5-dc56db2fb6f9_20250206T21:07_UTC.wav
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[AGENT][NEUTRAL] [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, you have quite a bit of feedback going on there you got.
[AGENT][NEUTRAL] I'm sorry, is this better? Can you hear me?
[CUSTOMER][NEUTRAL] Um, we're trying to figure out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, a little bit. Um.
[CUSTOMER][POSITIVE] I work through innovative staffing solutions for kids and we're trying to figure out.
[CUSTOMER][NEUTRAL] If any of the plans that we have offered and available to us through there.
[CUSTOMER][NEUTRAL] Allow for physical therapy sessions because I've had a major surgery and it's required in order for me to be able to get better to go back to work.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with your benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need your policy number. If you don't have that, I can look it up by your social.
[CUSTOMER][NEGATIVE] Yeah, you'll probably have to look it up by myself. I am stuck, I am up at my mom's and I don't have that with me.
[AGENT][NEUTRAL] OK. What's your
[CUSTOMER][NEUTRAL] It's the, you want the whole social or just the last four digits?
[AGENT][NEUTRAL] I'll need the whole social.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you, [PII]. I found you in our system. Um, could you please verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And thank you. And could you please verify your email address?
[CUSTOMER][NEUTRAL] I don't use it for anything but [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. Yeah, that's what we have on file. And one moment while I pull up your benefits.
[CUSTOMER][NEUTRAL] Yes, my name.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Now I do know that whatever I currently have does not have physical therapy as part of the benefits package.
[CUSTOMER][NEUTRAL] What we're trying to discover is are any of them that are available to us.
[CUSTOMER][NEUTRAL] Through innovative staffing solutions forgives, do any of them include physical therapy.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Or is there some kind of little supplement we can get that will allow us to do physical therapy?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I kind of got to have it to go back to work.
[AGENT][NEUTRAL] Right. Yes, ma'am. One moment.
[AGENT][NEUTRAL] OK. Thank you, ma'am, for your patience. You're right on your current policy. I don't see any coverage for physical therapy. And um we do have plans that cover physical therapy, but what you would need to do is contact your HR department or the representative that um provides benefits to you guys to see what's available to you guys and um have them to um sign up for that benefit, signed up for that benefit package.
[CUSTOMER][NEUTRAL] OK, um, let, let's, let's go back to what you want me to contact.
[AGENT][NEUTRAL] Yes, ma'am, your HR department or?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, find out who sets your benefits up for you guys.
[AGENT][NEUTRAL] And let them know that you're interested in the policy with us.
[CUSTOMER][NEUTRAL] Hang on, honey, hang on, hang on, hang on, honey.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to write all this down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've been messing with this for the 3.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] Who the part, yeah, because I had physical therapy last year. I don't know why I can't do a picture.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so contact our HR department or whoever sets up our benefits.
[CUSTOMER][NEUTRAL] Packages.
[CUSTOMER][NEUTRAL] And then do what?
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] Yes, and let them know that you're interested in a benefit package that covers physical therapy and we do provide those um packages and um they can contact us and uh sign up for that benefit and we're
[CUSTOMER][NEGATIVE] Honey, honey, I, I can't, I can't, I can't keep up with, and you're going too fast again. I can't keep up with all that.
[CUSTOMER][NEUTRAL] I have to write all this down so I don't forget to give any of this to [PII], because she's the one who would contact [PII] because she's my direct supervisor.
[CUSTOMER][NEUTRAL] And in order for her to do that, I have to give her everything you're telling me that she needs to ask them about. Otherwise, we're gonna be playing phone tag and doing this more than once.
[AGENT][NEUTRAL] OK, I apologize, ma'am.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So trust me, I, I, I.
[CUSTOMER][NEUTRAL] I can't, I, yeah, so just try to keep in mind I cannot like that fast.
[AGENT][NEUTRAL] OK. Just let me know where you need me to pick up it.
[CUSTOMER][NEUTRAL] All right. I have
[CUSTOMER][NEUTRAL] I have gotten to the
[CUSTOMER][POSITIVE] And let them know we're interested in a benefit package that provides the physical therapy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am, and that's it because we do have packages that provide physical therapy and let them know.
[AGENT][POSITIVE] That you're um interested in one of those packages.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I will get back a hold of you to see what you can do.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] As far as I know, no, and not unless you can answer the question of.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah, well I'll see about that another day. I gotta check on this, take care of this first, but for right now, no.
[AGENT][POSITIVE] OK, [PII]. Well, I thank you again for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, huh.
[AGENT][POSITIVE] Mhm. Thank you, bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Not