AccountId: 011433970860
ContactId: 191b7195-7827-471f-a8d5-ac24e06b6f26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720000 ms
Total Talk Time (AGENT): 201130 ms
Total Talk Time (CUSTOMER): 264603 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/191b7195-7827-471f-a8d5-ac24e06b6f26_20250106T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see, um, I've been calling like, you know, the dentist office, they said they can't do this kind of.
[CUSTOMER][NEUTRAL] Credit cards, the insurance.
[AGENT][NEUTRAL] OK, could you, could you repeat that for me?
[CUSTOMER][NEUTRAL] Yes, I was, I took like my insurance card and they said that they don't do these kind of cards. Do you know where I can like use these?
[AGENT][NEUTRAL] OK, let me get your name and then if you can give me the policy number from your card, I can get you pulled up and see.
[CUSTOMER][NEUTRAL] Let me get your name.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] That on the front? Is it the employee ID?
[AGENT][NEUTRAL] It's on the front. Uh, is there an outpatient or inpatient policy certain number?
[CUSTOMER][NEUTRAL] Mm, no, it just says employee ID group number.
[AGENT][POSITIVE] Keep reading down further.
[CUSTOMER][NEUTRAL] So does it
[CUSTOMER][NEUTRAL] Uh, medical coverage.
[CUSTOMER][NEUTRAL] And that's it. It's just medical pharmacy providers.
[AGENT][NEUTRAL] You're on the front of the card?
[CUSTOMER][NEUTRAL] You're on the front of the card?
[CUSTOMER][NEUTRAL] Yeah, I'm on the front. Is it the EDI player ID?
[AGENT][NEUTRAL] Mm read everything that's on the card.
[CUSTOMER][NEUTRAL] Read everything that's on the card.
[AGENT][NEUTRAL] Out loud.
[CUSTOMER][NEUTRAL] OK, I'm gonna read, OK, member search group number 9476 employee ID.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No employee name, medical coverage, pharmacy, Alex, Alexia.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And free Rx.com medical multiplan benefits in a card.
[CUSTOMER][NEUTRAL] And providers for medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, spell your last name for me.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Two words.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It is it two words? [PII] is 2, it's not one word together?
[CUSTOMER][NEUTRAL] Oh, it's just a separate.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] So [PII] is my middle name, [PII]'s my last name.
[AGENT][NEUTRAL] [PII] is your last name?
[CUSTOMER][NEUTRAL] what's your last name? Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When did your policy become become effective?
[CUSTOMER][NEUTRAL] Mm, I just I just now started using it. I just got it um in the mail like a week ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you are the policy holder?
[CUSTOMER][NEUTRAL] Or a 2.
[CUSTOMER][NEUTRAL] Mm, no, I got this from my, my job from the office.
[AGENT][NEUTRAL] I know it, but are you the main person on the card or is it are you a dependent? OK.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Yes, I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I search by your social security number if you don't mind?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the 4 or just the 4 digits?
[AGENT][NEUTRAL] I'll need the full number.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] If you don't feel comfortable, that's fine.
[CUSTOMER][NEUTRAL] Just the last four digits?
[AGENT][NEUTRAL] Um, I'm not showing anything under your name. I've searched it. [PII] is your last name. I searched it with [PII] is your last name with just [PII] as your last name, and I'm not pulling it up. That's why I suggested that. Um, do you know when was your policy effective?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] Mm, I don't know.
[AGENT][NEUTRAL] Now, that should be on your card.
[CUSTOMER][NEUTRAL] It didn't say.
[CUSTOMER][NEUTRAL] Wait, let me see, hold on.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] I don't, is it the little numbers on the thing when you like take the card out?
[AGENT][NEUTRAL] I'm not as far as what your.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] But I can give you my social, that's, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Or do you want the phone number?
[AGENT][NEUTRAL] Yeah, I'm searching by your name and if it pulls up I can see the last 4. I'll do it that way but I'm not showing anything under your name.
[AGENT][NEUTRAL] And you said that there is a D number on the card?
[CUSTOMER][NEUTRAL] Yeah, ID numbers.
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] Yeah it's D476-93145.
[AGENT][NEUTRAL] And what is the name of your employer?
[CUSTOMER][NEUTRAL] And what is the name of your employer?
[CUSTOMER][NEUTRAL] Uh, search.
[AGENT][NEUTRAL] Search staffing
[CUSTOMER][NEUTRAL] Yes, search that.
[AGENT][NEUTRAL] OK, what, what's a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me the three middle digits again, please.
[CUSTOMER][NEUTRAL] For the, for my phone number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I got it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I got it. I'm gonna see if I can locate you under the group name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you spell my name right?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII] Yes, and there's [PII], that doesn't, my full name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what part of that is your last name?
[CUSTOMER][NEUTRAL] I don't know that.
[CUSTOMER][NEUTRAL] OK, my first name is [PII].
[CUSTOMER][NEUTRAL] And my, my first is my, is one of [PII]. My middle name is.
[CUSTOMER][NEUTRAL] [PII], my last name is [PII].
[AGENT][NEUTRAL] And what's the [PII]?
[CUSTOMER][NEUTRAL] In the first name.
[CUSTOMER][NEUTRAL] OK, somebody's calling me.
[CUSTOMER][NEUTRAL] I'm sorry, I have to get this number.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Call us back if you need uh further assistance, OK?
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] Oh, I'm sorry, I thought you disconnected. Let's see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold. What number did you dial, uh, [PII]?
[CUSTOMER][NEUTRAL] Um, I put, I got 2.
[AGENT][NEUTRAL] What phone number did you dial?
[CUSTOMER][NEUTRAL] Um, on the back of the card on the insurance.
[AGENT][NEUTRAL] What number is that?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And does it say anything about 90 degree on your card?
[CUSTOMER][NEUTRAL] Yeah, it says or email the customer support.t.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, so the option you chose is option 2 which brought you to American Public Life. I'm gonna transfer you over to 90 Degrees at that number [PII]. It's option one when you contact that location.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, I'll call.
[AGENT][NEUTRAL] No, I can, I can transfer you over if you want me to.
[CUSTOMER][POSITIVE] Oh, OK, OK, OK, thank you.
[AGENT][NEUTRAL] And then I'll give them that card number that you gave me beginning with a [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on I.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi [PII], how are you today?
[CUSTOMER][POSITIVE] Hi, I'm good. How are you?
[AGENT][NEUTRAL] This is [PII] with APL. I have a member on the phone who is, um, she's saying that the provider won't take her card. I've done a name search. I've searched, well, she wouldn't give me her full social and I understand, um, but see if you can locate this person. I have the D number.
[CUSTOMER][NEUTRAL] OK. What is that?
[AGENT][NEUTRAL] 476 9.
[AGENT][NEUTRAL] 3145.
[AGENT][NEUTRAL] I think it's [PII].
[CUSTOMER][NEUTRAL] Yeah, they just have the Mac only plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's with you guys, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] With 90 degrees? OK. All right. All right. Is it OK if I go ahead and transfer her over?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Sure, absolutely.
[AGENT][POSITIVE] OK, thank you [PII], here she comes.
[CUSTOMER][POSITIVE] You're welcome. All right. Have a good day. Bye.
[AGENT][NEUTRAL] Uh, bye bye. You too.