AccountId: 011433970860
ContactId: 08f4c147-9c75-457d-a0fb-714b5f9ba2c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571799 ms
Total Talk Time (AGENT): 298909 ms
Total Talk Time (CUSTOMER): 153823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/08f4c147-9c75-457d-a0fb-714b5f9ba2c9_20250103T17:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and I got the APL insurance through the staffing solution here in [PII].
[CUSTOMER][NEGATIVE] But I can't find no doctor so that would take it and it's supposed to cover me and my girls.
[AGENT][NEUTRAL] OK, so you have a question as to whether you're all covered and who you would contact to find the network provider?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, [PII], I can help you with that. And what is your callback number please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry, can you start again with the area code?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is 02573768.
[AGENT][NEUTRAL] 02573768. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. Alright, so give me just one moment to get your information pulled up. Then once I do, I will need to verify several things with you first, Miss [PII] for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] Uh, I just recently moved, so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] But it was [PII].
[AGENT][NEUTRAL] OK, so for one more.
[CUSTOMER][NEUTRAL] Uh, my new
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] He you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I think that's how you spell it.
[AGENT][NEUTRAL] OK, so that's your street name?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, I'm guessing it's apartment complex. It's the housing authority.
[AGENT][NEUTRAL] OK, so what is the other address because that's not the, OK, we don't have that address on file. What was?
[CUSTOMER][NEUTRAL] Uh, the
[CUSTOMER][NEUTRAL] The old address is [PII].
[AGENT][NEUTRAL] And the zip code for that address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so we'll come back to what you'll need to do about that address getting updated in just a moment uh the phone number we have on file for you is the same as the one you gave me so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so currently, Ms. [PII], as far as your address goes, have you updated that yet to with benefits and a card rather that's the enrollment company that you signed up for your benefits with have you updated your address with them?
[CUSTOMER][NEUTRAL] No, not yet, cause I just recently got moved in yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I can, I can't change it because of how we receive our information from them. It comes to us electronically. So, um, again, you're not sure about the street address, is that correct? You said it's [PII], but I'm sorry, I'm not understanding the next word that you were saying.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] And is it the same zip code?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what you will need to do is I can make a note of that in my, in my notes, but to get it updated, benefits and a card will have to officially update it and they will, again, as I stated before, we will receive that electronically. Now, that is also who you will need to talk to about your coverage. I currently only see that this policy is for you. It does not show anyone else on it other than you.
[CUSTOMER][NEUTRAL] Oh, OK, cause I was supposed to say you had it for me and my [PII] daughters.
[AGENT][NEUTRAL] OK, so they benefits on a card will also be able to help you with that part. Now, the question that you had on your the providers.
[AGENT][NEUTRAL] The network providers company for your plan that you have is through multiplan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can give you their phone number. It's an [PII] number that you could call directly. I can also give you their website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me know when you're ready and I can give you both of those pieces of information.
[AGENT][NEUTRAL] And I can see that you have already set up your profile in our portal so that you can have access to your ID cards. I can see that you have done that in the online service center.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so your phone number for for multi plan is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Their website that you can go to is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. And then the phone number for benefits and a card in case you don't already have that.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can try and transfer you to them and I will let them know that you're needing to get your address updated and that you also have a question regarding your dependent children.
[AGENT][NEUTRAL] On the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, is there anything else though, Ms. [PII] I could help you with before I do that?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope that you have a very nice afternoon and a nice weekend also.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. So one moment, please.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits on a card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] Doing all right. Any, uh, how can I help you?
[AGENT][NEUTRAL] I have an insured on the line who's needing to update her address, and also she says that her dependents should be on her policy, but we said it's an individual policy only.
[AGENT][NEUTRAL] Her last name is [PII] and first name is [PII].
[CUSTOMER][NEUTRAL] Mm OK let.
[AGENT][NEUTRAL] The last.
[CUSTOMER][NEUTRAL] And what
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Last four of social is [PII].
[AGENT][POSITIVE] She's with innovative Staff Solutions.
[CUSTOMER][NEUTRAL] Right and what group is she with?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, that's, this is strange. y'all are showing individual only but she is enrolled into single parent family, um.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'll have
[CUSTOMER][NEUTRAL] I'll have our back office reach out to whoever they need to on your side to fix that um but then but yeah we can go ahead and we can go ahead and update her address and then I'll let her know that we're working on getting that corrected.
[AGENT][POSITIVE] Perfect. OK.
[AGENT][POSITIVE] Great. OK. Well, thank you so very much and I hope that you have a wonderful weekend, [PII].
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thanks. OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye.