AccountId: 011433970860
ContactId: 0e73fb78-60b4-4f59-a94a-132574bd524d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372600 ms
Total Talk Time (AGENT): 91049 ms
Total Talk Time (CUSTOMER): 120404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/0e73fb78-60b4-4f59-a94a-132574bd524d_20250203T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's [PII]. I just, um, updated my benefits for this coming year and I had upped it to like the next level up so that I'm paying a little bit more, which I thought was going to be better for me, but, um, so the, the situation is I have a um mammogram scheduled for tomorrow and I just talked to my previous um company that I switched over from and they're saying that I'm no longer covered for.
[CUSTOMER][NEUTRAL] Routine visits such as that?
[AGENT][NEUTRAL] Hm, OK, [PII], let's take a look. What's the policy number that you have?
[CUSTOMER][NEUTRAL] Um, I just signed up for this, and I don't have a card or anything yet. Is there another way to look it up?
[AGENT][NEUTRAL] Yeah, we can look it up by either name or social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII]. Let me do a search with this here, one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII], what state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then can I get your date of birth and then the address we should also have on file, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and my address is [PII].
[AGENT][NEUTRAL] And the [PII] is still a good email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] Alright, so let's see here.
[AGENT][NEUTRAL] So, [PII], the only thing that I show that you have with us is actually dental insurance.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Does your company use maybe a different group for medical?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Oh man, this cannot be any more confusing. um, I don't know this is just what the person I just talked to.
[CUSTOMER][NEUTRAL] Um, told me, um, I did receive an email, um.
[CUSTOMER][NEUTRAL] Earlier today, let me see if that has any information in it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, just one sec.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Here it is, um, new benefit announcement activate your account.
[CUSTOMER][NEUTRAL] Benefits in a card um I haven't activated it yet uh.
[CUSTOMER][NEGATIVE] If it takes me anywhere, um, no, I need to create a password and all kinds of crap so yeah, I guess I don't have any info at the moment, um, so you don't have, you don't have my full info available there, huh?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, I have, OK, so I only have a dental plan for you. Bets on a card I'm familiar with. Did you, let me see if I can find because you said you called somebody else. Was it another like provider or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that was, uh, 90 degree benefits I guess it's called, which has been what I've been dealing with, um, for like the past year.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, so benefits in a card has their own phone number for like enrollments and changes. I'm happy to give you that number if you want to. I can transfer you to. It's totally up to you.
[CUSTOMER][POSITIVE] Um, yeah, that'd be perfect, thanks. So maybe I just got transferred to, um, not what I needed that would be awesome.
[AGENT][NEUTRAL] Yeah, absolutely. So did you wanna take down the number [PII]?
[CUSTOMER][NEUTRAL] Um, sure, OK, ready.
[AGENT][NEUTRAL] Or just transfer you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you just transfer please.
[AGENT][POSITIVE] OK, yeah, no worries, hold the line.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.