AccountId: 011433970860
ContactId: 17ff712b-9313-4879-abd4-38b0966126ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1218420 ms
Total Talk Time (AGENT): 397932 ms
Total Talk Time (CUSTOMER): 397705 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/17ff712b-9313-4879-abd4-38b0966126ef_20250305T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] Um, I just got the, uh,
[CUSTOMER][NEUTRAL] Then, then the insurance card, it's from the APL and they're both, I got two cards, but they're both in my name. My husband was insured too doesn't matter if they're both in my name?
[AGENT][NEUTRAL] Let me pull up the information and I can look at it for you. Uh, spell your name for me?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, what's the policy number, [PII] on the card, the policy er number?
[CUSTOMER][NEUTRAL] Um, the policy number would be 02592756.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], verify your date of birth and your mailing address for me, please.
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Thank you. Can I pull up your identification card? Who's all covered under your policy?
[CUSTOMER][NEUTRAL] Mhm, uh-huh.
[CUSTOMER][NEUTRAL] Just me and my husband.
[AGENT][NEUTRAL] OK, so the policy number that I'm looking at is your dental policy.
[AGENT][NEUTRAL] And I'm showing that you are the only one on the dental policy. I don't show a spouse.
[AGENT][NEUTRAL] Let me look under your uh.
[CUSTOMER][NEUTRAL] Um, on the dental, OK, because I'm confused because I think I have, I have, I thought I had dental and the regular, um, yeah, medical. What is, because I got a MetLife card too, but I only got one of those.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Medical.
[AGENT][NEUTRAL] You do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, MetLife is a different carrier. Let me give you the medical policy that American Public Life administers that number.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah, that's the
[AGENT][NEUTRAL] OK. It's it, OK. Let, you're ready?
[CUSTOMER][NEUTRAL] OK, hold on, let me grab, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is, it is 259.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 7942.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 7942
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And this is for the um regular insurance, right? Medical, right, OK.
[AGENT][NEUTRAL] Med medical, medical.
[AGENT][NEUTRAL] Now, [PII] is, [PII] is on this policy. So your dental, uh, ID card.
[CUSTOMER][NEUTRAL] Well, he's supposed to be on dental too though. That's why I didn't.
[AGENT][NEUTRAL] He's supposed to be on dental, so then what you would need to do, um, because we take our directive as far as who's on the policy from your employer since it's a group plan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and so you will need to reach out to, um, your employer as um in regards to the dental plan if it should be employee and spouse, um, so I do see on the dental card it does say individual. Let me take a look and did you get your medical card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I, um, I just got this one that says MetLife, and then the two that I just told you about APL American Public Life.
[AGENT][NEUTRAL] But how many cars did you get for American Public Life?
[CUSTOMER][NEUTRAL] To but they're both in my name.
[AGENT][NEUTRAL] I know it, but which two? Is it the dental and the medical?
[CUSTOMER][NEUTRAL] No, that's 2 for the APL.
[AGENT][NEUTRAL] Oh, for the, for the dental.
[CUSTOMER][NEUTRAL] And then the uh
[CUSTOMER][NEUTRAL] I guess it's dental, right? Yeah.
[AGENT][NEUTRAL] Yeah, look on the card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it says, it says dental, yeah, on both of the cards, same, same cards, only I got two with my name on it.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And where, OK, and where it says coverage, does it say individual?
[CUSTOMER][NEUTRAL] Individual, uh-huh, individual.
[AGENT][NEUTRAL] Oh, OK. OK. If it was, uh, if, if, if [PII] was on there, it would be in it would say employee and spouse. Um, on your medical card, it does say employee and spouse. I can email you over a copy of your medical card if you would like.
[CUSTOMER][NEUTRAL] I got 2 of them.
[CUSTOMER][NEUTRAL] OK, so what is this MetLife one then for because it says dental on too.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, they must have offered another coverage through a different carrier. MetLife is a different insurance company than APL.
[CUSTOMER][NEUTRAL] Oh, it says vision on the back of it. It says vision.
[AGENT][NEUTRAL] OK, so then there, that's your vision carrier. MetLife is your vision carrier for your vision services.
[CUSTOMER][NEUTRAL] OK, and then, so the one that APL is for the dental. So I don't have a medical card then and my husband's got to go to the doctor, so I.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK, so I can email you over a medical card um it is also available for you to download online if you create an account, but it's gonna be the same as the one that I'm fixing to email to you.
[CUSTOMER][NEUTRAL] My husband's on that one though, right? Yeah.
[AGENT][NEUTRAL] He, he is on the medical and on the card, the coverage level is employee and spouse. So let me prepare to, to send this to you while I have you here on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So I'm gonna have to get a hold of this American public life for the dental then and.
[CUSTOMER][NEUTRAL] Find out why these cards are both in my name and it says individual.
[AGENT][NEUTRAL] Yeah, so you're speaking with American Public Life. We're the insurance company. We process your claim and provide your benefit information to your your providers.
[CUSTOMER][NEUTRAL] OK, so I gotta go to my work and go to HR.
[AGENT][NEUTRAL] Yes, your employer, yes, yeah, whoever you enrolled with, you'll need to get with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I just, OK, I emailed you over the, um, medical, um, identification card. It's coming from [PII].
[CUSTOMER][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] And then it shows you and [PII] on on that one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It shows me and on on that one. It showed us.
[AGENT][NEUTRAL] It's under coverage under the category of coverage.
[AGENT][NEUTRAL] It should say employee and spouse.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Medical benefits card.
[AGENT][NEUTRAL] Yes, and it, it's gonna say.
[CUSTOMER][NEUTRAL] Is that what uh.
[AGENT][NEUTRAL] Um, the group, your employer focused workforce management, and then it's gonna list your name as the insured because you're the policy holder.
[AGENT][NEUTRAL] And then coverage it's gonna say employee and spouse.
[AGENT][NEUTRAL] And then it'll
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Do you see that on there?
[CUSTOMER][NEUTRAL] Um, they're.
[CUSTOMER][NEUTRAL] I don't, I just see um.
[CUSTOMER][NEUTRAL] It says customer.
[CUSTOMER][NEUTRAL] Uh, service number and customers I don't know if it's.
[AGENT][NEUTRAL] Did that come from [PII]?
[CUSTOMER][NEUTRAL] It's got the
[CUSTOMER][NEUTRAL] It says, um, yeah, when I opened it up.
[CUSTOMER][NEUTRAL] Uh, says benefits card, um, customer pharmacy help desk urgent care.
[AGENT][NEUTRAL] That's the back. That's, uh, no. Yeah, OK, that's the back.
[CUSTOMER][NEUTRAL] Oh, that's the back.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's, it's the same thing. I got 21 on top of each other and it says the same thing. It doesn't show me.
[AGENT][NEUTRAL] But there's, but there's a front and back.
[AGENT][NEUTRAL] So Farmervale, the virtual urgent, that's the back of the card.
[CUSTOMER][NEUTRAL] Oh, that's back, but it doesn't say um I don't see where you you're telling me it says.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Which is the front of the card.
[CUSTOMER][NEUTRAL] I just got my
[AGENT][NEUTRAL] Yeah, it should be two sides, the front and the back, that's side by side, and you would have to basically bend them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm not, I'm seeing the same.
[CUSTOMER][NEUTRAL] They're on top of each other. One's on top and one's on the bottom and it just
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It doesn't, it says the same thing.
[AGENT][NEUTRAL] So are you just seeing the back of the card?
[CUSTOMER][NEUTRAL] Yeah, I guess, yeah, it says the same thing, says pharmacy helpline and it's got attention.
[AGENT][NEUTRAL] Do you, do you see it?
[CUSTOMER][NEUTRAL] It's the same, same two same ones.
[AGENT][NEUTRAL] OK, but on the front of it, you should, it suits the APL American Public Life at the top, expanding the benefit horizon.
[CUSTOMER][NEUTRAL] No, I don't see that. I just see the.
[CUSTOMER][NEUTRAL] It's supposed to be the front and the back, but it's the same. I think it's the back it's got the customer service number.
[AGENT][NEUTRAL] Did you open up, did you, did you double click the PDF form to open it?
[CUSTOMER][NEUTRAL] What I have to do
[AGENT][NEUTRAL] So is it a PDF document that you received?
[CUSTOMER][NEUTRAL] Um, yeah, it says, uh.
[AGENT][NEUTRAL] Says PDF on the front of it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Did you double click it?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I'm, are you gonna be, how late are you open until because I, I'm not very phone savvy with this stuff, so.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Maybe my husband, my husband can, can figure it out. I got the same card.
[CUSTOMER][NEUTRAL] From on top and bottom there I don't see the back.
[AGENT][NEUTRAL] Yeah, the Farmervale and the virtual, that is the back of the card.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And so you had there are 2 cards.
[AGENT][NEUTRAL] And there's a front and back, and then below it, it's a front and back. It's the same identical thing.
[AGENT][NEUTRAL] For some reason you're not looking at the you you you can't see the front so I'm gonna open up what I sent you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's a PDF document.
[AGENT][NEUTRAL] That you double click.
[AGENT][NEUTRAL] And when you double click it when it opens, it shows on my end the front and the back.
[CUSTOMER][NEUTRAL] It says [PII] when I go back and I hit that underneath your name and it's.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Puts up the two cards, but it's the same card. I mean it doesn't.
[CUSTOMER][NEUTRAL] There's not a front and back, it's the same.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] It's the same. I just said customer service. It just says customer service.
[AGENT][NEUTRAL] How
[AGENT][NEUTRAL] Hold on one second, let me see if I can do it another way.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Is firm Avale is that?
[AGENT][NEUTRAL] Yeah, that's your prescription pharmacy and that's on the back.
[CUSTOMER][NEUTRAL] And they both say that both, both the cards, one on the top and one on the bottom, they both say that I can't get to the check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, in the back
[AGENT][NEUTRAL] OK, let me see. Let me do it.
[CUSTOMER][NEUTRAL] Or the front. This is the back, right?
[AGENT][NEUTRAL] Right, let me do it another way.
[CUSTOMER][POSITIVE] Just OK, this is correct.
[CUSTOMER][NEUTRAL] Yeah, I got 2 bags.
[AGENT][NEUTRAL] Uh-huh, got you.
[AGENT][POSITIVE] Oh, goodness.
[AGENT][POSITIVE] You're funny.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] Uh, well, I just got off of work, so I'm happy.
[AGENT][NEUTRAL] I know it. Let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And it's raining cats and dogs here.
[AGENT][NEUTRAL] Oh, it is.
[CUSTOMER][NEGATIVE] Oh yeah, we're supposed to get some snow too so I'm not happy about that. OK, let me see.
[AGENT][NEGATIVE] Let me cancel this and I'm gonna try it again.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Pull it from.
[AGENT][NEUTRAL] Here.
[AGENT][NEUTRAL] OK, and I'm gonna.
[AGENT][NEUTRAL] Send it to you again.
[AGENT][NEUTRAL] OK, I just sent it to you again.
[CUSTOMER][NEUTRAL] OK, I just gotta hold on let me see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, here we are.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm trying to figure this out. I.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Were you able to open it?
[CUSTOMER][NEUTRAL] No. Oh wait, hold on a second here.
[CUSTOMER][NEUTRAL] It's the same thing.
[AGENT][NEUTRAL] Yeah, you may wanna have your husband take a look at it.
[CUSTOMER][NEUTRAL] Yeah, I'll have him take a look at it. Um, is there a way that I can call you back when he gets home? He gets home at [PII] or like [PII].
[AGENT][NEUTRAL] Sure, we're here until [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] OK, so I can just call the same number here?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, I'm gonna have him look at it first, so I might be doing something wrong.
[AGENT][NEUTRAL] OK, yeah, because I don't, I, I think this is the first time I've heard that you can't open it. So it might be uh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, I, I would like to speak to you, but I know you all have, you know, you gotta wait your turn on the phone and all that, so.
[AGENT][NEUTRAL] Well, and you could ask for me, but only I get off at [PII] and it's [PII].
[CUSTOMER][NEUTRAL] Oh, OK, but then somebody will answer though, right, if, if I call when he gets home.
[AGENT][NEUTRAL] Oh, definitely. And then, and then I've documented the call. And so, uh, when you all call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they'll be able to see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK great alright alright well you have a wonderful afternoon.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Alright, and I'm gonna put that I emailed the medical card.
[AGENT][NEUTRAL] To the email to the address in Lion.
[CUSTOMER][NEUTRAL] Yeah, so that way they could see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'll have him call. I'll have him look at this first because I might because I'm still seeing the same two like I told you they're 2 backs.
[CUSTOMER][NEUTRAL] I don't know what I'm doing.
[AGENT][POSITIVE] Right, exactly.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Yeah, so, yeah, I'll have him look at it when he gets home, so maybe I'm doing something wrong. But if not, I'll have him call because he's, he's more phone savvy than I am.
[AGENT][POSITIVE] OK, no problem. No problem. Anything else?
[CUSTOMER][POSITIVE] All right. Thank you. You enjoy your evening.
[AGENT][POSITIVE] Oh, you're welcome and thanks for calling APL [PII]. Have a good day, OK?
[CUSTOMER][NEUTRAL] Uh, you as well. Bye-bye.