AccountId: 011433970860
ContactId: 1b0d9878-c955-45db-ba4c-b40104c512b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1289410 ms
Total Talk Time (AGENT): 531367 ms
Total Talk Time (CUSTOMER): 353701 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/1b0d9878-c955-45db-ba4c-b40104c512b8_20250107T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes I'm hoping I'm calling the right department. I'm trying to get a couple of things done. A certificate of coverage, um, stating when and how long I've had the medical.
[CUSTOMER][NEUTRAL] Coverage
[CUSTOMER][NEUTRAL] Um, is this the right department before I go for it?
[AGENT][NEUTRAL] Um, do you have a policy number so I can.
[AGENT][POSITIVE] See if I can help you.
[CUSTOMER][NEUTRAL] Yes, it's under my husband's name and his name is [PII]. Policy number that I have, it's, uh,
[CUSTOMER][NEUTRAL] It says member number 02122287.
[AGENT][NEUTRAL] OK, that was 02122287.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling for a certificate of coverage and may I have your name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. That's another thing I need to change it to [PII], um, and it's 51,070.
[AGENT][NEUTRAL] OK, and your husband's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I mean, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And verify your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have your phone number if disconnected please? I'm sorry.
[CUSTOMER][NEUTRAL] Um, no, you're fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you're thank you, and you're calling stated for a certificate of coverage and
[CUSTOMER][NEUTRAL] Yes, it's, it's a
[CUSTOMER][NEUTRAL] It's a couple of things that I need.
[CUSTOMER][NEUTRAL] The um certificate of coverage.
[CUSTOMER][NEUTRAL] Change my last name.
[CUSTOMER][NEUTRAL] To [PII] and to see if it
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My medical or my insurance coverage.
[CUSTOMER][NEUTRAL] Therapy, where I can get trauma therapy, see a therapist.
[CUSTOMER][NEUTRAL] That's like.
[AGENT][NEUTRAL] OK, I'm sorry. And what type of therapy, please, Ms. [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Drama therapist.
[CUSTOMER][NEUTRAL] I see a therapist, a trauma therapist?
[AGENT][NEUTRAL] OK. Trauma. OK, thank you. I, I'm sorry. OK. Now.
[CUSTOMER][POSITIVE] That's cool.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now I would have to transfer your call, but I have all the information that you need and the 3 things that you are requesting is a certificate of coverage.
[AGENT][NEUTRAL] You're also requesting um to see if we can change your last name.
[AGENT][NEUTRAL] And you also want to see if your policy covers um therapy, trauma therapy. OK, so give me one second, please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm gonna place your call on hold, Miss [PII], OK, bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Good morning [PII]. Hi, this is [PII]. I have an insured on the line. Oh, sorry about that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You OK?
[CUSTOMER][NEGATIVE] Yeah, I'm just sick.
[AGENT][NEUTRAL] OK, OK, OK, um, I have an insured on the line, Miss [PII]. She's calling in regards to, um, benefits, um, the policy number she provided, um.
[AGENT][NEUTRAL] Actually, um, I think this is a web TPA question here, um, is 212-2287.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so 212-287?
[AGENT][NEUTRAL] 212-2287.
[CUSTOMER][NEUTRAL] OK, let me take a look real quick because if it's web TPA we just give them the number and they are transfer or they're just transferred over there.
[AGENT][NEUTRAL] OK, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so just provide them with TPA's phone number. You can either transfer transfer them, or they can contact them themselves, either one.
[AGENT][POSITIVE] OK alright thank you.
[CUSTOMER][POSITIVE] You're welcome thanks [PII].
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] 66.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, good morning, Miss. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am, thank you. Now I will have to transfer your call as far as benefits in regards to benefits to web TPA. They will take care of the benefit question.
[AGENT][NEUTRAL] Now in regards to, yes ma'am, in regards to the certificate of coverage and the last name being changed, um, that another department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so what I can do is.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Oh my goodness, OK, I'm just trying to figure out how to help you to keep from transferring you from department or to the department, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um, bear with me here.
[CUSTOMER][NEUTRAL] Right now 56.
[CUSTOMER][NEUTRAL] Outside.
[AGENT][NEUTRAL] Now in regards to the name change, Ms. [PII], um, more than likely we will need a copy of the marriage certificate, of course.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the certificate of coverage.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me see what it should be.
[AGENT][NEUTRAL] OK, so hold on again for me please, OK?
[CUSTOMER][POSITIVE] I certainly will.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. Hi, this is [PII]. I have an insured on the line, um, Ms. [PII].
[AGENT][NEUTRAL] Um, let me ask you a question real quick. Um, she has a request.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For a certificate of coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um yes and then a name change so as far as far as a marriage license is concerned now if I think I remember correctly, if I think I remember correctly now for the certificate of coverage um I believe I can put a request, a request in for that, and as far as each last name copy of the um.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Marriage certificate, is that also a help request or does she fax that somewhere?
[CUSTOMER][NEUTRAL] Yeah, she can fax it in, email it in, mail it in. Is she on a mode of payment?
[CUSTOMER][NEUTRAL] Um, 12 or 3.
[AGENT][NEUTRAL] Now, and that's another thing, she's um this is a UTBA so I'll have to call um she's asking for benefits as well, so she is this is a, uh, yeah, yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] That's another thing, mhm, um, so of course it's a multi payment one, OK, so I'm just trying to f[PII] out, just trying to think this through because I wanna just, OK, so I would put the help request just listen to me just one quick sec, OK, help request.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A request for the certificate of coverage, OK. And then for the name change.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It can be, oh gosh, name change.
[AGENT][NEUTRAL] She can fax the fax in. Now the fax number will be the customer service fax number, right? [PII]. OK, OK. All right. OK. Thank you for listening to me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Then she can email that in to the care team too and that'll be quicker and then once the care team gets it, that's a hub request for a CS so either way she can do it.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I'll take care.
[AGENT][POSITIVE] OK, email to care team and I think I have that [PII] [PII] OK, OK, OK, you know I'm not there anymore, so I'm just trying to remember this. Thank you so much for listening to me.
[CUSTOMER][NEUTRAL] Oh yeah, you're not in the care team anymore so yeah it'll be [PII] team [PII] is I couldn't, you were talking kind of fast. I couldn't hear what email you had said. OK, yeah, um, yeah, so she can send that to the care team and the care team I have to do a request for us to change it.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII]. OK, OK, I think I have all that. Thank you so much for listening to me. I appreciate you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem anytime now. Have a good day.
[AGENT][POSITIVE] All right you too bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you again. Now, in regards to, before I transfer you for benefits, in regards to the certificate of coverage, I'll have to put a request into um customer service. The request will be sent to the email address that we have on file for your husband.
[CUSTOMER][NEUTRAL] see
[AGENT][NEUTRAL] Um, for the policy and then for the name change, you can
[AGENT][NEUTRAL] Fax in or email a copy of the marriage certificate.
[AGENT][NEUTRAL] I can provide you with the email address and fax number if you're ready for that.
[CUSTOMER][NEUTRAL] That's. Would that go to my husband's email also or no?
[AGENT][NEUTRAL] Now as far as what you will email to us, I can give you the email address you need to send the marriage license to or fax number.
[CUSTOMER][NEUTRAL] OK, so I can email it to you?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, it can be emailed. Yes.
[CUSTOMER][POSITIVE] OK awesome. OK, just a minute let me just grab a pen please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your time.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I really appreciate it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] How's your day going?
[AGENT][POSITIVE] So far so good. It's just a little chilly here.
[AGENT][NEUTRAL] It's cold. Well, actually it's cold here. I'm in [PII].
[CUSTOMER][NEUTRAL] Where are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, I just had a pen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. What is it?
[AGENT][NEUTRAL] OK, yes ma'am. It is Care Team and that's C A R E.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] T like care team is C A R E.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So yeah that's uh.
[CUSTOMER][NEUTRAL] So I have care team at MP like [PII].
[AGENT][NEUTRAL] No, ma'am, it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think we're talking about the.
[CUSTOMER][NEUTRAL] No that's coming.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me see if I understand.
[CUSTOMER][NEUTRAL] Care team
[CUSTOMER][NEGATIVE] I can't even read my own writing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got a care team.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me, let me spell it all out for you, um, if you don't mind.
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] OK, it is C.
[AGENT][NEUTRAL] A R E
[CUSTOMER][NEUTRAL] some
[AGENT][NEUTRAL] T like Tom, E A M.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A M like Mike.
[CUSTOMER][NEUTRAL] Hold
[AGENT][NEUTRAL] P
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Like papa, you.
[CUSTOMER][NEUTRAL] Just, OK, just a moment. Let me just start over because uh
[CUSTOMER][NEUTRAL] What's going on with my, I'm looking from what's on the TV.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, until we have 5 lives in.
[CUSTOMER][NEUTRAL] As far as far as.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But first the city council is taking the first step to putting gun control measures in place.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can start over now. I'm so sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it is
[AGENT][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, let me start over. [PII]
[AGENT][NEUTRAL] A M P U B L I C.com.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am, and if you could spell that back to me, I just want to make sure you have it right, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. OK.
[AGENT][NEUTRAL] OK. And also when you um get ready to email that to the care team, include the policy number.
[AGENT][NEUTRAL] which is the same that you provided me.
[CUSTOMER][NEUTRAL] Is that the 021-22287?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will you be able to send the medical and the.
[CUSTOMER][NEUTRAL] Um, dental or no?
[AGENT][NEUTRAL] Um, I can put the request in. Um, I actually do not do it, but I can put the request in.
[AGENT][NEUTRAL] For the medical and the dental for certificate of coverage coverage letters, I will put the request and again that will be sent to the email address that we have on file for your husband, which is different from the your email address that you provided me.
[AGENT][NEUTRAL] Um, which, let me just confirm that.
[AGENT][NEUTRAL] And since he is the policy holder, he is the only one that can update it. I just wanna confirm what we have on file, one moment.
[CUSTOMER][NEUTRAL] He's the only one to update what.
[AGENT][NEUTRAL] The email address.
[CUSTOMER][NEUTRAL] Oh, I thought you were gonna send it to his email, right? Oh no.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um, wait, it'll be sent to the email address we have on file which is his email address.
[CUSTOMER][NEUTRAL] That's fine. You can send it to him. I can just, I can just give it to him. It doesn't matter. Whatever you have on file until I can get it check, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, it will be sent there, OK.
[AGENT][NEUTRAL] So, let's see have request for your medical for the medical and dental, that request will be sent to customer service and you can email again that marriage license, a copy of that marriage license to our care team.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And now you want to know benefits for the medical, so I can transfer your call now, OK?
[CUSTOMER][POSITIVE] OK, so we took care of that, um, the certificate and then the change in the name. So yes, thank you.
[AGENT][NEUTRAL] You're welcome one moment please.
[CUSTOMER][NEUTRAL] What's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] And, you're doing an amazing job. Thank you.
[AGENT][NEUTRAL] You're welcome. You're welcome, Miss [PII]. Yes ma'am, um, one moment please, and in the event we are disconnected for any reason, please let me provide you the number to web TPA, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] My family.
[AGENT][NEUTRAL] OK, the number is 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and thank you and hold please for the transfer. Thank you.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.