AccountId: 011433970860
ContactId: 1b04ce6f-fcf6-4a0c-aca8-c788831a2252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638159 ms
Total Talk Time (AGENT): 305042 ms
Total Talk Time (CUSTOMER): 214967 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/1b04ce6f-fcf6-4a0c-aca8-c788831a2252_20250116T18:34_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 there. I have um a couple of questions about the, I work for Creative Circle and uh so I have some questions about the indemnity insurance that you guys have through them.
[AGENT][NEUTRAL] OK, so do you have, you have questions regarding benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah, so basically my daughter is a student at the University of Portland and
[CUSTOMER][NEUTRAL] Last semester, we bought her health insurance through her because I didn't have this job.
[CUSTOMER][NEUTRAL] So now I'm wondering basically they have some um.
[CUSTOMER][NEUTRAL] Criteria that you have to meet in order to
[CUSTOMER][NEUTRAL] You know, kind of waive the health insurance through them. So I'm just trying to understand.
[CUSTOMER][NEUTRAL] How these um
[CUSTOMER][NEUTRAL] If if your insurance meets the criteria that they have.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] This is, OK, so you do have, you have a policy with APL. Is that correct?
[CUSTOMER][NEUTRAL] Well, I have um
[CUSTOMER][NEUTRAL] Right now what I have because I started in October find the what I have right now is the um.
[CUSTOMER][NEUTRAL] Shoot, what's that called?
[CUSTOMER][NEUTRAL] I have uh sorry I'm looking through all these pieces of paper, the Stay healthy MEC so I haven't added on any of the like insurer or Insure plus or anything like that, um, and that's what I'm trying to figure out whether if I add that on.
[CUSTOMER][NEUTRAL] Will it will it meet their criteria?
[AGENT][NEUTRAL] OK, so this is a question since you do not have a, you do not have a policy with APL. Is that correct? You have a wellness policy with 90, OK.
[CUSTOMER][NEUTRAL] Not, not yet, no.
[AGENT][NEUTRAL] So first off,
[CUSTOMER][NEUTRAL] Dental and vision.
[AGENT][NEUTRAL] Oh, I'm so sorry. Go ahead. You have dental with APL?
[CUSTOMER][NEUTRAL] I think that
[CUSTOMER][NEUTRAL] I dental and vision, I believe those through you guys.
[AGENT][NEUTRAL] OK, division would not be with APL that is not a product that we offer benefits for. We do have dental policies. So, um, first off, to better help you, let me pull up your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And then what is your, do you have, so if you have a dental policy with us, do you have your dental policy number?
[CUSTOMER][NEUTRAL] Um, I can go grab it out of my wallet if you need me to grab it.
[AGENT][NEUTRAL] I can either look it up with your social, your full social if you're the subscriber or your policy number.
[CUSTOMER][NEUTRAL] I can just give you my social, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so first off, um, as I explained Miss [PII], I will have to verify several things with you for security. So if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, we have something different on file.
[CUSTOMER][NEUTRAL] You have [PII].
[AGENT][NEUTRAL] Yes, ma'am, that is the, uh, that is the email that we do have.
[CUSTOMER][NEUTRAL] That's fine and my my other one wasn't working for a minute, so I was using that.
[AGENT][NEUTRAL] Oh, OK. All right. So thank you for verifying all of your information. Now, Ms. [PII], when you received your ID cards and stuff for APL for your dental plan, it talked about setting up your profile in our portal, the online service center. Have you done that yet?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I haven't.
[AGENT][NEUTRAL] OK, so now I can email you the user guide that gives you instructions for setting that profile up if you choose to, that will give you access to your information for your policies that you have with us with APL.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] OK, so give me just one second and I'll go ahead and send that to you right quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I sent that email to you and just so you'll know what to expect. It's gonna come from [PII] [PII] and I did put APL online service center in the in the excuse me, in the subject line for you so that you can easily recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So now for your group, now the coverage, again, you only have dental coverage with us, we are not major medical insurance carrier and all of your enrollment information is handled by benefits and a card, Ms. [PII].
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And they would be the ones that you would need to consult with.
[AGENT][NEUTRAL] On that, regarding, you know,
[CUSTOMER][NEUTRAL] OK, because they
[CUSTOMER][NEUTRAL] Uh, I talked to them and they said I needed to ask you kind of deeper questions.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, do you?
[AGENT][NEUTRAL] Who who do you know whom you spoke to with B?
[CUSTOMER][NEUTRAL] Mm, I don't remember her name.
[CUSTOMER][NEUTRAL] Um, I guess I just, what I'm, what I'm trying to understand is, is there, would I be able to read you these waiver requirements?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Um, because it may, you may be able to answer really simply like yes or no, these won't, you know.
[AGENT][NEUTRAL] No, that's, um, no, ma'am, cause I can't answer any of those types of questions, unfortunately, I, I do apologize that all of that would be handled by benefits and a card or any proof of coverage, you know, that you have coverage that is all handled by them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, then your Insure plus enhanced and premier plans, basically it's just the differences between them are simply like how much they cover, how much you reimburse correct.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am. That is correct. On this, on the brochures, the benefits in a card would have provided for you. Yes, ma'am, they list out all of the benefit information and that's the only difference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Alright, now, OK, then I guess maybe I need to call them back.
[AGENT][POSITIVE] Now, I can try and transfer you back over there if you would like. Mhm. I'll be happy to do that.
[CUSTOMER][POSITIVE] Oh, that would be cool.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. So is there anything else um that I could help you with there before I connect you back?
[CUSTOMER][NEUTRAL] I don't think so. I think um I think I just need to get them to answer a couple questions.
[AGENT][POSITIVE] OK, well, I will be happy to um to connect you with them and if that is all I can help you with, Miss [PII], thank you again for calling APL if you need any help in setting up your profile in our portal from that email that I sent, just give us a call and we'd be very happy to help you with that.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] OK, well, you're very welcome and have a great afternoon, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have, you, so you do have benefit and a phone, benefit and a cards phone number, correct? Should we get disconnected for any reason?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have their number.
[AGENT][POSITIVE] OK, alright. Well, thank you again and one moment and I'll get you connected.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling Benefits in the Card. My name is [PII]. Who do I have the pleasure of speaking with?
[AGENT][NEUTRAL] Hey [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good and yourself?
[AGENT][POSITIVE] Good. I have an insured on the line with Creative Circle.
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And the last four of her social is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has some questions regarding medical coverage or like trying to complete some um get some information because of her one of her children that's in college.
[AGENT][NEUTRAL] And she spoke to someone at Beck who then, but she didn't know who it was. Um, they told her she would need to talk with [PII], but we, that's not, you know, an area that we
[AGENT][NEUTRAL] would assist her with.
[CUSTOMER][POSITIVE] Yep, no worries, you can go ahead and put it through.
[AGENT][NEUTRAL] She
[AGENT][POSITIVE] OK, [PII]. Well, thank you so much and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thanks. OK, bye bye.