AccountId: 011433970860
ContactId: e244c7bf-d050-464b-9cd3-36cf9fdc0fe3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233339 ms
Total Talk Time (AGENT): 60595 ms
Total Talk Time (CUSTOMER): 149606 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e244c7bf-d050-464b-9cd3-36cf9fdc0fe3_20250620T14:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling to find out. I just started with innovative staffing solution and I'm working for um.
[CUSTOMER][NEUTRAL] Master brand cabinets in [PII] through innovative Staffing Solutions. So I'm trying, I signed up for the insurance. I'm not sure when I go through the packet, it gives me all of these different insurance companies, so I'm trying to figure out which insurance company is.
[CUSTOMER][NEUTRAL] You know, what, what I have.
[AGENT][NEUTRAL] Do you have a, so you probably don't have apo oh, so you don't have a policy, so you're trying to establish benefits but you are unsure which one to go with?
[CUSTOMER][NEUTRAL] Um, decided to go with.
[CUSTOMER][NEUTRAL] Well, no, it's not necessarily that it's, so when I started with innovative staffing solutions, they're like a temp service, so I want it and and selected an insurance coverage during the hiring process, but they didn't tell me who it's with. And when I go through the pamphlet that I got from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and staffing solutions, there's like 6 different insurance companies on here. And when you go through and you do all of the tax paperwork initiating, establishing employment paperwork, all it gives you the option for is to say, yes, I'm paying for insurance, and you select the plan that you're on. It doesn't tell you what company it's with.
[AGENT][NEUTRAL] Oh wow. Do you, can I have your social security number to see if you're in the system?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell your last name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], spell your first name?
[AGENT][NEUTRAL] I'm not pulling you up with the social.
[CUSTOMER][NEUTRAL] K
[CUSTOMER][NEUTRAL] OK, then it's probably not.
[CUSTOMER][NEUTRAL] There I I wonder.
[AGENT][NEUTRAL] Spell your first name for me.
[CUSTOMER][NEUTRAL] So if you're not pulling me up with a
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mm, I'm not showing you in the system.
[AGENT][NEUTRAL] Did you contact your um HR department to to verify who you actually have it with? They should be able to tell you that, or did you or you could have received the email with a welcome package from the insurance company.
[CUSTOMER][POSITIVE] OK, I'm just gonna call innovative.
[CUSTOMER][NEUTRAL] Yeah, that's the thing, it's it.
[CUSTOMER][NEGATIVE] I haven't received anything, nothing.
[AGENT][POSITIVE] Oh wow. Yeah.
[CUSTOMER][NEGATIVE] And I started the paperwork process 2 weeks before I got started on that side of it, 2 weeks before I even started working, so now I'm in the 3rd week and still haven't received any information outside of the packet that I walked out of the building with. Staffing companies are very difficult.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEGATIVE] I hate that you're experiencing this.
[CUSTOMER][NEUTRAL] It's different. I think it's because I have to go through more. That's OK. I'm gonna try to save time and I'm just gonna call them and see if maybe they can look at the system and see, you know, who I should call, but they.
[CUSTOMER][NEUTRAL] I, I don't know.
[AGENT][NEUTRAL] Is there anything listed saying something about benefit in the card?
[CUSTOMER][NEUTRAL] Nope, just the pamphlet that says medical benefits. There's elixir, there's Lyric, there's Farmville, there's APL. There's
[AGENT][NEUTRAL] A multi-medical plan?
[AGENT][NEUTRAL] That's us APL.
[CUSTOMER][NEUTRAL] Yeah, there's, there's a few different ones, and multi-plan that were like stay Healthy Mac.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Multiplay sounds familiar.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] I do apologize. Thank