AccountId: 011433970860
ContactId: 13152e1c-2a2d-46a4-be9b-32bdadf373dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432440 ms
Total Talk Time (AGENT): 216236 ms
Total Talk Time (CUSTOMER): 196690 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/13152e1c-2a2d-46a4-be9b-32bdadf373dc_20250619T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and my husband [PII], he works for, well, I guess not you guys. I'm, I apologize. I'm trying to just get the grasp the concept of the coverage of the insurance benefits.
[AGENT][NEUTRAL] OK, [PII], so you're covered. OK, so you're you are covered under a policy with APL and you have questions on your benefits?
[CUSTOMER][NEUTRAL] Fur in myself.
[CUSTOMER][NEUTRAL] Yeah, my.
[CUSTOMER][NEUTRAL] Yes. Well, I don't know. Are you part of the care team?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK. Who would I talk to if we picked the wrong plan? Because
[AGENT][NEUTRAL] OK, so what I'm gonna have to do first off is to pull up the policy information, [PII], verify several things for security, and then I'll be able to better direct you, you know, on that as to who you would need to speak to.
[CUSTOMER][NEUTRAL] I, yeah.
[CUSTOMER][POSITIVE] Perfect, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, what did you say your last name again was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] It's 02641158.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, so first off, um, I will need to verify several things with you for security. So if you could first please verify your husband's name again and his date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII]. My date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and that'll be all of the information at the moment that I'll need to verify with you so you're just wanting to find out, [PII] who he would need to contact regarding the enrollment?
[AGENT][NEUTRAL] Plan
[CUSTOMER][NEGATIVE] Yes, I want somebody to better explain the benefits than what's on the line. I understand what the benefit I have chosen, and I've spoken to someone in at your place, and that explains, you know, what kind of coverage we have, and it's not gonna be sufficient enough. I work in a doctor's office, so when you guys say you'll pay a certain amount on a claim, that leaves the patient responsible for the remainder, so that's not good.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] So yes, ma'am. Um, the point, and again,
[CUSTOMER][NEUTRAL] So I'm trying to get a different plan.
[AGENT][NEUTRAL] OK, sure, and any benefit information provided would be a verification of benefits and not a guarantee of payment, but you said you've already spoken to someone to get your benefit information or ask any questions about that, and you're just needing to find out who you would.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Contact to see what other plan options could be available to you, is that right?
[CUSTOMER][POSITIVE] And yes, and have them explained to me or at least my questions answered in regards to those different plan options.
[AGENT][NEUTRAL] OK, so because your husband, I don't, OK, so the company that he would need to contact would be benefits in a card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they also go by the, by Dick, like the brand of pins.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'll be happy to also transfer you to them, [PII], but in I don't know how much information they can provide you since he's the employee, he's the primary policy holder.
[AGENT][NEUTRAL] But I will
[CUSTOMER][NEUTRAL] OK, that's not a problem. He's just working, um, but he's not making the call, but when you transfer me to them, are they gonna be able to answer the questions I have about the different.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] they would be able to answer any questions as far as what's available.
[CUSTOMER][NEUTRAL] Insurance is.
[AGENT][NEUTRAL] For you all to possibly enroll in through his employer group because we don't have that they are the ones that provide us with enrollment information so yes ma'am they would be the ones to have to answer any questions as to like what plan options are available.
[AGENT][NEUTRAL] To him.
[CUSTOMER][NEUTRAL] And then for coverage, I need to call you guys back. Like they'll explain what plans we can pick, but you're saying any like, you're pretty much you're saying any.
[AGENT][NEUTRAL] Well, we can tell you, we can tell you in your benefits on the plan that you have enrolled for. That's the only thing we can tell you. If you're not enrolled for it, we can't answer that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right, but I want the you cannot answer questions about other plans like the cancer illness or the other different options. So how would we know if we wanna pick it or not if you can't answer questions we have about it, right? Or can you answer them for [PII]?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Benefits in a card has to answer any pre-enrollment questions.
[AGENT][NEUTRAL] About the plans that.
[CUSTOMER][NEUTRAL] So they're gonna know how much they'll pay on a claim and how many visits were allowed for that certain thing per year they'll know that information.
[CUSTOMER][NEUTRAL] Based on the different options, right? Cause I'm gonna have questions about each option.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And you're not gonna be able to tell me unless I'm enrolled in that plan. So the benefits in the card, they may or may not be able to explain it to me, the little questions that I haven't.
[AGENT][POSITIVE] That is correct. Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They should
[AGENT][POSITIVE] Yeah, they should be able to, yes, ma'am. Um, [PII], they should be able to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][POSITIVE] Um, but I'll be happy to let them know that you have got questions, uh, you know, I can try and transfer you or if you're planning on calling them directly, it's, it's entirely up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The information it doesn't explain the little detailed questions, but I have their number. I've got your name and you work for the care team. Thank you so much for your help. I hope you have a good day.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Well, I hope you have a nice day too, and if that is all I can help you with, and thank you and [PII] again for calling APL today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Yeah bye bye.