AccountId: 011433970860
ContactId: cf2655d5-2181-4864-a7aa-c81a5beae357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 560159 ms
Total Talk Time (AGENT): 98375 ms
Total Talk Time (CUSTOMER): 286494 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/cf2655d5-2181-4864-a7aa-c81a5beae357_20250324T13:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, I just got a question. Um, my husband and I were going to be, um,
[CUSTOMER][NEUTRAL] Paying for benefits um through [PII] and we were given a price but um I just was wondering if you'd be able to explain it to me because it seems um.
[CUSTOMER][NEUTRAL] It seems higher than I thought it would be because we already paid through April, um, [PII] I believe it was, um, so I didn't know if you could look at our account and just explain to me because I'm ready to send the check out but I just wanna make sure I'm sending the right amount.
[AGENT][NEUTRAL] OK, sure, yes, I can pull your policy. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and the phone number is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and do you have the policy number?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I don't know. I have a group number here. I don't know if this is what it is. Um, it's 943-5 is the group number.
[AGENT][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] You said 943 5?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Any other numbers that you see?
[CUSTOMER][NEUTRAL] Um, I mean, I have coupons here and where it doesn't really give me any numbers, it just says group is TRC staffing.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] TRC.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you still employed with TRC?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, um, we were gonna do this like as a cobra.
[CUSTOMER][NEUTRAL] Benefit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My husband was the unemployed with them.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] How do you spell the last name just to make sure I'm spelling it correctly. I'm trying to do name search.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Ms. [PII], uh, for security, may I have um your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this is your dental.
[AGENT][NEUTRAL] And it looks like it's benefits in a card so but.
[CUSTOMER][NEUTRAL] That to bed.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, this one, yeah, this, I guess it's dental and vision is what we're supposed to have.
[AGENT][NEUTRAL] Yeah, we only manage the dental here. Um, that's why um you need to go back to Benefits in a car. Benefits in a car is the one that um do premiums and they combine all the policies, so they're the ones that manage the policies. So let me go ahead and get their number and try to transfer you. Bear with me just a second, let me get their number.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][POSITIVE] Yeah, if you could give me that number I'd appreciate it.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] This is the number they gave us to use on the paperwork they sent us.
[AGENT][NEUTRAL] Oh, I'm sorry. It's OK, no problem. All right, the number to call, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yep, I'm ready.
[AGENT][NEUTRAL] Alright, that's [PII].
[AGENT][NEUTRAL] [PII]. Again, that's [PII]. And let me go ahead and get them on the line. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that would be it. Thank you.
[AGENT][POSITIVE] Yeah, you're welcome and thank you for calling APL. One moment while I transfer you. Have a good day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precionidos.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thanks for calling Benefits in the card. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, my name is [PII], and I was calling because, um, I was wanting to be able to pay um for insurance through.
[CUSTOMER][NEUTRAL] Um, [PII], and my husband had called not too long ago and he got a total, but um it doesn't really make sense to me because of, because we're supposed to have been paid through [PII] or [PII], I mean, I think it was, um, and
[CUSTOMER][NEUTRAL] Yeah, [PII], and um.
[CUSTOMER][NEUTRAL] And we're looking to pay through [PII] and the price that they gave me, um.
[CUSTOMER][NEGATIVE] Seems like a price for 10 weeks and it's I don't understand why it's so much so as long as you could explain it to me before I send the check.
[CUSTOMER][NEUTRAL] I'm not sure what you're referring to exactly, ma'am. So we're benefits in the car. We're a plan administrator for health insurance asking companies.
[CUSTOMER][NEUTRAL] OK, well this is.
[CUSTOMER][NEGATIVE] OK, so there was a, I was on the phone with somebody else and she told me that for 90 degree benefits and she told me that I needed to call you guys. She ran she just transferred me to you saying that I needed to speak with you. Um, I'm not sure who I'm supposed to speak to about this.
[CUSTOMER][NEUTRAL] So are you, I'm gonna pull up your account first so let me pull up your account first so I can see exactly what's going on.
[CUSTOMER][NEUTRAL] Are you with is it under your account or is it under your husband's name?
[CUSTOMER][NEUTRAL] It's under my husband's name.
[CUSTOMER][NEUTRAL] So are you under his cover?
[CUSTOMER][NEUTRAL] Yes, yes. OK, Cobra, OK, I'm glad you mentioned Cobra, so we don't do anything with COR 90 degree as to who you want to speak with. Have you, you said you said 90 degree 90 degree sent you here or somebody else sent you here?
[CUSTOMER][NEUTRAL] 90 degree. Well, because I have paperwork in front of me that says um where I have to mail the check to and it says if I have any questions to call 90 Degree benefits and it has the phone number and when I call the girls said that they only deal with the dental portion they don't because this is dental and vision and she said there's another group let me transfer you so.
[CUSTOMER][NEUTRAL] So I think, I think so you're calling from an APL transfer line, so I think you called the wrong carrier. APLs your carrier for the dental 90 degree benefits covers.
[CUSTOMER][NEUTRAL] Covers uh anything that does with COR. So I can give you, I think you were on the phone with APL and that's why they transferred you to us, but I can get you on the