AccountId: 011433970860
ContactId: 0a35ed08-1c15-4e39-9e1f-a5336e2751cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414250 ms
Total Talk Time (AGENT): 155855 ms
Total Talk Time (CUSTOMER): 172229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0a35ed08-1c15-4e39-9e1f-a5336e2751cf_20250304T17:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yes, I am uh calling because I want to track down my benefits, um.
[CUSTOMER][NEUTRAL] Because I'm just trying to go get a check up and some screening done.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, no, I don't know.
[CUSTOMER][NEUTRAL] The policy that uh they gave me.
[CUSTOMER][NEUTRAL] You see a policy
[CUSTOMER][NEUTRAL] Uh, no, no, hold on, let me, let me go and look in here and see.
[CUSTOMER][NEUTRAL] Cause I'm, I just got these uh benefits and they gave me a long list of all of this stuff and it's nothing with the health benefit connected to it, so I know where I can go um and use the benefits uh accordingly. Um, they just got me on this UTBA guide.
[AGENT][NEUTRAL] Oh, what's your social? I can look you up that way.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, and this is for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] It's uh [PII], mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, uh, it looks like your policy became effective beginning of February, and you want to know if you have benefits for wellness screenings?
[CUSTOMER][NEUTRAL] Uh, yeah, I, I just because I, I just need to get just to check her blood work just to make sure everything is OK, um, but for me, so I, I wanted to see, uh, that, but I also, I wanted the information so that I can give the doctor when I, when I go in because I know the package I got is like, uh, like co-pays is a certain amount or whatever the case may be and now I also wanna stay in the network so.
[AGENT][NEUTRAL] Well, we don't have a network, so um it's open to where you can go to any provider.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me one moment.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][POSITIVE] OK, I do show benefits for health screening.
[AGENT][NEUTRAL] Um, not a guarantee of payment, just a verification of coverage. The max payable is up to $150 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's looks like it's once per year.
[CUSTOMER][NEUTRAL] OK, I see. OK, yeah, so that's, that's what I'm trying, um, get done.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is a is a screening just my blood work, uh, urine just test.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you know, just checking my heart, my lungs, organs, making sure everything is, is, is OK.
[AGENT][NEUTRAL] Oh no, I understand. We need to all do that for sure. But no, I do show you have a health screening benefit on the plan. Uh, you can give the provider your policy number and our phone number, that way they can call and verify benefits and eligibility. But like I said, we don't have a network, so that means you can go to any medical provider.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 257-9866.
[CUSTOMER][NEUTRAL] 66 OK and then I just give you all the you you all's number.
[AGENT][NEUTRAL] Uh, yes, sir, just give me your policy number and our phone number, that way the provider uh office can give us a call and we can verify your benefits and eligibility.
[CUSTOMER][NEUTRAL] OK, and that's [PII].
[AGENT][NEUTRAL] Correct, yes, sir. Um, have you set up on the online service center because we do have it where you can view your policy or print out a temporary card if you need to.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] Yeah, and I need to do that, and I don't, and I'm trying to shuffle through all this because they gave me so much information and not, and it's not relative to what I'm trying to figure out to get, which would you and all of this good information that I really do need all the other information is just trash junk mail, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, can I get, can I get that, um.
[AGENT][NEUTRAL] Uh yes, sir. If you go to the site, it's at [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], um, mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] So, see, I, they didn't even give me that. That's crazy.
[CUSTOMER][NEGATIVE] I do not see that at all.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you know,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. And when you get onto the site, just select new user and then individual, and it's gonna ask for your name, date of birth, social, zip code and email address, and from there, once you've entered that information, you can set up a username and password.
[CUSTOMER][POSITIVE] OK, that's, that's what I need to know. Thank you so much, that is the information I was looking for, alright.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And you can view your policy, print out temporary cards, and once claims have been received, check, excuse me, check status of the claims from that side as well.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[CUSTOMER][POSITIVE] Alright thank you so much that's what I needed to uh figure out.
[AGENT][POSITIVE] All right. Well, you are, you're welcome and thank you for calling APL Mr. [PII], and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye.