AccountId: 011433970860
ContactId: 27a875ad-1e3e-466b-82b6-f824944545e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473700 ms
Total Talk Time (AGENT): 156387 ms
Total Talk Time (CUSTOMER): 178209 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/27a875ad-1e3e-466b-82b6-f824944545e3_20250527T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling.
[AGENT][NEUTRAL] Excuse me, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Miss [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you doing?
[CUSTOMER][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] My name is Mr. [PII], and I can provide you with any verifying information that you need to look at my account.
[AGENT][NEUTRAL] OK. Um, may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Absolutely it's um [PII].
[CUSTOMER][NEUTRAL] And I don't have your policy number handy, but give me one second. I can tell you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Appreciate your patience here.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] I'm calling specifically in regards to
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I if you provide any behavioral health coverages in terms of let's say counseling or for myself or for my children.
[AGENT][NEUTRAL] OK, um, I can definitely take a look. I can look up your policy um with your social if you'd like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, sure, I'm trying to trying to get it online because I don't have it handy. I have a policy number.
[CUSTOMER][NEUTRAL] Um, I think it was the one.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 846-07
[CUSTOMER][NEUTRAL] Oh, I'm sorry, that's not that's been.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK, this one looks
[AGENT][NEUTRAL] I think I might have too many numbers. You said 02584607?
[CUSTOMER][NEUTRAL] Uh, it should be, it said the 7 at the end it should be a 5.
[CUSTOMER][NEUTRAL] I'm pulling into my uh my card here.
[AGENT][NEUTRAL] OK, it's OK. I got them here. Um, your medical, OK, here we go.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it is the 805 at the end, correct?
[AGENT][NEUTRAL] Yes, for your medical policy.
[CUSTOMER][NEUTRAL] It is 6:05.
[AGENT][NEUTRAL] 6 or 5.
[CUSTOMER][NEUTRAL] OK. 260.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] mailing address [PII] and email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this policy is a hospital indemnity policy, so it's a limited medical policy.
[AGENT][NEUTRAL] Um, you do have wellness and diagnostic, um, benefits, but in terms of like mental or behavioral health, there's no coverage on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there any way to add that in, and if there is, how much extra would that be?
[AGENT][NEUTRAL] So for that or any changes, um, you would have to go through your employer, um, well, for this one, it will be benefits in a card. Um, I can definitely give you the phone number and transfer you over to see if they have options to upgrade, um, but then once you go over that with them, then they'll send everything to us in writing so that we can make the changes, but we have to receive it from them in writing first.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, they, the funny thing is I guess they didn't really, the person I was speaking with didn't look at the policy and just sent me over to you cause I, I pose the same question. So now I have to go back over to a benefits and a card. Um, the best you're not, I'm not sure if you're.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, well, I can speak with the representative.
[CUSTOMER][NEUTRAL] Oh no, I'm OK with that. I'm not sure if you're adapt to any of the uh policies that they have for the behavior health that would include, uh, say therapies. Um, are you familiar with how some of those work at all?
[AGENT][NEUTRAL] Well, see, each employer has different policies that they offer to their employees to choose from. So I don't know because I don't know what they're giving y'all to choose from, we just know what they sent over to us to enroll.
[CUSTOMER][POSITIVE] OK, that makes sense to me. Thank you. Yeah, if you can, um, shoot me back over, I'll definitely, I, I'll talk to them.
[AGENT][POSITIVE] I sure can. Well, hold on one moment for me and I'll get a representative and then I'll connect everybody together, OK?
[CUSTOMER][POSITIVE] Thank you, Ms. [PII].
[AGENT][POSITIVE] You're very welcome. Before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was all.
[AGENT][NEUTRAL] Alright well thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Sig English. Please wait for the next available agent. You are the next caller in line. You may press the star key at any time to leave.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits on a card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I have a member on the other line tha[PII] wants to see if they have the option to
[AGENT][NEUTRAL] Um, get a policy with mental or behavioral health. I don't know what the options are, but I told them, um, we would try.
[CUSTOMER][NEUTRAL] OK. Do you have the last 4 of their social?
[AGENT][POSITIVE] Yes, hold on, let me get it for you.
[AGENT][NEUTRAL] Last four of the social is [PII].
[CUSTOMER][NEUTRAL] And um the name of their employer if you have it as well.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, Oxford Global Resources.
[CUSTOMER][NEUTRAL] OK, and their first and last name?
[AGENT][NEUTRAL] um, oh sorry, [PII].
[CUSTOMER][NEUTRAL] Got you. OK. And is the date of birth [PII]?
[AGENT][NEUTRAL] [PII]. Yes, it is.
[CUSTOMER][POSITIVE] OK, I'm ready for them.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting with assisting you with your plan further, OK?
[CUSTOMER][POSITIVE] Yes, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey this is [PII].
[CUSTOMER][NEUTRAL] Um