AccountId: 011433970860
ContactId: 1aa3c8e0-6b32-4566-a3c8-637c58ec9fed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 931190 ms
Total Talk Time (AGENT): 348597 ms
Total Talk Time (CUSTOMER): 326080 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1aa3c8e0-6b32-4566-a3c8-637c58ec9fed_20250625T15:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][NEUTRAL] And my um
[CUSTOMER][NEUTRAL] Medical ID number is
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], they didn't pull up a policy. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, so you want the policy number?
[AGENT][NEUTRAL] Yes, what's the policy number? You have it?
[CUSTOMER][NEUTRAL] 0 yeah 02.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 69.
[AGENT][NEUTRAL] Can you verify your
[AGENT][NEUTRAL] Miss [PII], you're calling about your medical or your dental policy?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Give me the
[AGENT][NEUTRAL] You're going a little too fast for me. Could you give me that mailing address again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 42.
[CUSTOMER][NEUTRAL] North Carolina.
[CUSTOMER][NEUTRAL] Highway
[CUSTOMER][NEUTRAL] 57 North.
[CUSTOMER][NEUTRAL] Milton.
[CUSTOMER][NEUTRAL] North Carolina.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Gloria
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], verify your um date of birth for me one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], could you verify your social security number cause the date of birth is not matching what we have in the system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I place you on a brief hold while I look into this because the date of birth is completely off. I can't tell you what I have in the system, but it's completely off. May I place you on a brief hold to pull up your application?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Good morning. This is [PII].
[AGENT][NEUTRAL] Hey [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm great, thanks for asking [PII], this is [PII] in the claims department. I'm calling because I have an insured on the phone, and the reason why I'm calling because this is the 2nd insured that I got one yesterday, today I have one.
[AGENT][NEUTRAL] Can you look at a policy with me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for the policy number I'm saying.
[CUSTOMER][POSITIVE] All right, I'm ready.
[AGENT][NEUTRAL] It is 262-5069. That's 26.
[AGENT][NEUTRAL] 25069.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now [PII] gave me her name, her mailing address, she verified the email address. There was no callback number, but I added it when she provided it to me and she she verified her social. All that matches, but the date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's not her date of birth, and I'm not able to pull up the application.
[CUSTOMER][NEUTRAL] Oh, OK. Um, this is a big.
[CUSTOMER][NEUTRAL] Group, OK, um, I will need to go to that big website and see what it is and get it fixed, but they do come through a file feed from Vic. Is she on the phone?
[AGENT][NEUTRAL] Mhm. Yes, she's on the phone.
[CUSTOMER][NEUTRAL] Uh, oh, wait a minute, what is this?
[AGENT][NEUTRAL] She called for benefits, but I haven't helped her yet.
[CUSTOMER][NEUTRAL] She does need.
[CUSTOMER][NEUTRAL] Oh, OK, do you mind asking her to contact B to verify her birthday?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because it does come through a file feed directly from them and we can fix it, but it's gonna.
[CUSTOMER][NEUTRAL] Keep overriding it every every week when we get that file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what did she say her birthday should be?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEGATIVE] Yeah, that is, that's not right. Mhm. Definitely cause she's about [PII].
[CUSTOMER][POSITIVE] That year's off for sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, uh, I will go ahead and check the website and see what it says. That is kinda, I bet you anything they have it entered wrong on their end.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because it's not like I say it's a file feed so it's not manually put in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so if you don't mind, ask her to get in touch with [PII], um, to fix that because we're not gonna be able to without her, um, getting that corrected.
[AGENT][NEUTRAL] OK. So I will let her know.
[CUSTOMER][NEUTRAL] OK. Do you have the, the big phone number? Do you need that?
[AGENT][NEUTRAL] Mm, I have big numbers.
[CUSTOMER][NEUTRAL] OK. OK. Yes. If you don't mind, um, please.
[AGENT][NEUTRAL] And I think, no, no, I, I told you a story, [PII]. What's that number? I don't have it off, offhand. I thought I, that's not it. That's the, the number for dental.
[CUSTOMER][NEUTRAL] OK, let me get that.
[AGENT][NEUTRAL] Well, that is gonna fit in the car. I know that's Carrington. That's Carrington.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's 1-800.
[AGENT][NEUTRAL] I say this too, mhm.
[CUSTOMER][NEUTRAL] 497
[CUSTOMER][NEUTRAL] Oh come on uh 4856.
[AGENT][NEUTRAL] 497-4856. Thank you, [PII].
[CUSTOMER][POSITIVE] Yes. You are welcome. Thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for holding. I apologize for the inconvenience. So we're gonna have to contact big benefit in the car because your date of birth is not correct and it needs to be verified, but I can assist you with your benefits. What are you calling in regards to today? What questions did you have? And once I get done assisting you, then I'm gonna transfer you to Big.
[CUSTOMER][NEUTRAL] Transfer me to who?
[AGENT][POSITIVE] It's a big benefit in the card.
[CUSTOMER][NEUTRAL] OK, what I want to know is like, what is my co-payment for.
[CUSTOMER][NEUTRAL] Going to the doctor and going to a specialist.
[AGENT][NEUTRAL] So you don't have a copay or you don't have a copay. This policy is a set fee amount that we will pay for our office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that in like.
[CUSTOMER][NEUTRAL] I need to go to the foot doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I got some um tablets.
[AGENT][NEUTRAL] In your policy?
[AGENT][NEUTRAL] any office visit. Mhm.
[CUSTOMER][NEGATIVE] I got some callousy on my foot.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, so you trying to say y'all will pay for any off of it.
[AGENT][NEUTRAL] Your office visit, you have 4 visits per calendar year and there we pay up to $50 per per visit and this is not a guaranteed benefit it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] That was OK, cause the uh people had.
[CUSTOMER][NEUTRAL] The foot doctor had told me to call and see what would I have to pay, so I will have to pay nothing, right?
[AGENT][NEUTRAL] You shouldn't have to pay anything until they bill you.
[AGENT][NEUTRAL] But I know we won't pay anything but $50.
[CUSTOMER][NEUTRAL] Oh, but $50.
[AGENT][NEUTRAL] Yes, we'll pay up to $50 per visit.
[CUSTOMER][NEUTRAL] OK. So what about
[CUSTOMER][NEUTRAL] If I have to have medicine.
[AGENT][NEUTRAL] So you that, if you have a cop, do you have a copy of your card? Cause that's, we're not affiliated with the pharmacy. The pharmacy is a different, completely different department that I can give you the number to.
[AGENT][NEUTRAL] It's called Formerville.
[CUSTOMER][POSITIVE] Oh yes, yes, I got that now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh-huh, I got it. So where doctor I go to.
[CUSTOMER][NEUTRAL] I can't go to the for a doctor within a year that you saying.
[AGENT][NEUTRAL] Yes, ma'am, your policy only covers 4 visits per calendar year.
[CUSTOMER][NEUTRAL] So I mean, how many?
[AGENT][NEUTRAL] For a physician office. You, you have not utilized any of them.
[CUSTOMER][NEUTRAL] I'm trying to figure out what
[CUSTOMER][NEGATIVE] So I can't go.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] But this year, I can go to 4 appointments, 4 appointments, that's it.
[AGENT][NEUTRAL] For office visits. Yes, for physician office visits, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] So I have to transfer you to benefit in the card so that you can verify your date of birth with them because the one that we have in the system is not matching.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with before I transfer you, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And then I do it.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] No, I am.
[CUSTOMER][POSITIVE] Thanks for calling Benefits in the card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing? My name is [PII]. I'm an adjuster here at American Public Life. I have an insured on the phone by the name of [PII], and she's calling in regards to her policy. She called to verify her benefits. [PII], however, when I got ready to verify her identity, her date of birth is incorrect. Could you verify what's her date of birth on the application if I give you her information?
[CUSTOMER][NEUTRAL] You say who did you work for again?
[AGENT][NEUTRAL] American Public Life, a third party administrator for you guys who process claims and verify benefits for the card.
[CUSTOMER][NEUTRAL] Oh, OK. Oh yeah, yeah, yeah. What's the, what's the name of the member?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey, is [PII] [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] What's the last 4 of the social?
[AGENT][NEUTRAL] Ms. [PII], could you provide me with the last 4 of your social?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Right. Can you verify your address and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 57 North.
[CUSTOMER][NEUTRAL] [PII]. My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what we have on file.
[AGENT][NEUTRAL] So here at American Public Life, we don't have that, we have a completely different one and it needs to be updated. Some, something needs to be sent over to us or however it has to be updated because it's not correct in our system here in American public life.
[CUSTOMER][NEUTRAL] OK. You mind if I put you on a brief hold?
[AGENT][NEUTRAL] Of course, take your time. I'm gonna discontinue the call and let [PII] um.
[AGENT][POSITIVE] Continue to talk with you with you guys in regards to it.
[CUSTOMER][NEUTRAL] OK, I can put you on.
[AGENT][NEUTRAL] What you were about to say, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh go ahead.
[CUSTOMER][NEUTRAL] Would he know where to send it to, I mean, how to send it to you for to update it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, they're, they're familiar with American public life. It just needs to be however they submit applications or any information over for a new policy, he would someone there in his company will be able to know assist him with furthering that information over to us so that we can make corrections to your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.