AccountId: 011433970860
ContactId: 288c26d5-b6c0-4c51-87d9-f2866a497163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2330010 ms
Total Talk Time (AGENT): 733466 ms
Total Talk Time (CUSTOMER): 869855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/288c26d5-b6c0-4c51-87d9-f2866a497163_20250320T19:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] OK, so I am with you guys in the mail I have received my dental ID card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, but I have not received the, the medical one. I called, uh, for a second time on [PII] about this. I still haven't seen them in the mail, and I'm wondering what might be the problem.
[AGENT][NEUTRAL] Well, let's, let's take a look at that for you. Do you have your policy number available? Your dental policy is fine.
[CUSTOMER][NEUTRAL] Um, policy slash cert.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, that's 02595527.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth and current mailing address and a phone number in case we get disconnected, I can get right back to you.
[CUSTOMER][NEUTRAL] Um, sure, my, uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][POSITIVE] Perfect, we do also have an email on file for you. Do you mind verifying that email as well?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get your medical policy pulled up real quick and let's see what's going on.
[AGENT][NEUTRAL] So your address is correct.
[AGENT][NEUTRAL] So the credit card, I mean, not the credit card, I do apologize, your policy ID card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like was requested on [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And let, let me see when that was mailed.
[CUSTOMER][NEUTRAL] It was requested before that as well.
[AGENT][NEUTRAL] Let me just take a quick look at something for you.
[AGENT][NEUTRAL] I'm just checking everything for you. I can email you a copy of that card if you would like, or you can actually.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Go to our website and create a login and password to print cards.
[CUSTOMER][NEUTRAL] Oh, I can print my own.
[AGENT][NEUTRAL] You certainly can, and I can help you create a login and password that way you can also view your policy benefits by clicking on your policy number.
[AGENT][NEUTRAL] And for each policy that you have, that would be for dental, for your medical, as well as you have a life policy with us.
[CUSTOMER][NEUTRAL] OK, do you see a vision one on there because, uh, that was, that was set up last time I called.
[AGENT][NEUTRAL] Now the vision is not through APL that could be possibly through.
[CUSTOMER][NEUTRAL] Yes, they told me it was separate.
[AGENT][NEUTRAL] Yeah, through superior vision maybe?
[CUSTOMER][NEUTRAL] I was told it was separate.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] It is separate. Would that be through, uh, superior vision maybe?
[CUSTOMER][NEUTRAL] I don't recall the name, but I was told it was set up through a separate uh party.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, so I'm at my computer. What am I going to, please?
[AGENT][NEUTRAL] If you will go to [PII] and that's [PII].
[CUSTOMER][NEUTRAL] OK, hold on please.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Oh, and that kind of.
[CUSTOMER][NEUTRAL] Turn on the Wi Fi, my apologies.
[AGENT][POSITIVE] No problem. You just take your time. I wanna make sure you get taken care of.
[CUSTOMER][POSITIVE] Thank you so much, you dear.
[AGENT][POSITIVE] Oh, it's my pleasure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK, so then it's [PII].
[AGENT][NEUTRAL] Right, S C C U R E D dot AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Here we go, OK, user name and password.
[AGENT][NEUTRAL] Mhm so you're gonna go in as a new user.
[AGENT][NEUTRAL] And you're going to choose the first option. You are an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got that one next.
[AGENT][NEUTRAL] Next, and you're going to.
[CUSTOMER][NEUTRAL] Last name.
[AGENT][NEUTRAL] Mhm. And then you're gonna put in your social.
[AGENT][NEUTRAL] And complete your information and then it'll take you to the next page to create a login and password.
[CUSTOMER][NEUTRAL] Does the social have a dash between the numbers or no?
[AGENT][NEGATIVE] It does not.
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] Alright, that's what I have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Nix
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The next screen you should be able to create a login and password.
[CUSTOMER][NEGATIVE] No, what it says is oops, there seems to be a problem. No user was found with.
[AGENT][NEGATIVE] No, no, no, no, no, no.
[AGENT][NEUTRAL] No, we're not gonna do that. Hang on just a second.
[AGENT][NEUTRAL] Let's see your zip
[CUSTOMER][NEUTRAL] Now let me ask you a question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my last name is [PII].
[AGENT][NEUTRAL] Oh, there's a space.
[CUSTOMER][NEUTRAL] And usually there's a space, there's a space between the E and the A. Could that be a deal breaker?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] there is a space between the the E and the A and it could be if you put it together.
[CUSTOMER][NEUTRAL] OK, I'm gonna take out that space and let's see what happens.
[CUSTOMER][NEGATIVE] No, that did not work.
[CUSTOMER][NEUTRAL] I'm gonna try putting a dash between my Social Security number number.
[AGENT][POSITIVE] Tell you what I'm gonna do. I'm gonna go and see what's going on too, so let me get to that website.
[CUSTOMER][NEUTRAL] Let's see what
[CUSTOMER][NEGATIVE] Nope, still no good.
[AGENT][NEUTRAL] OK, hang on just a second. Let me, let me see if I can figure it out. So DR missus [PII].
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And let's verify your social, um,
[AGENT][NEUTRAL] Can you verify that real quick?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, so that is correct.
[CUSTOMER][NEUTRAL] My zip code is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my email is my email.
[AGENT][NEUTRAL] The same one you verified.
[AGENT][NEUTRAL] It just takes and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And let me just, date of birth is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, now I had this problem when I went to CVS to pick up a prescription. They said your birthday is the [PII]. I said, Oh my God, it isn't. The pharmacist was on the phone with somebody from your company and they told me it was gonna be changed to [PII] instead of the [PII], so maybe that's what's going on here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I bet you anything. Hang on just a second.
[AGENT][NEUTRAL] I didn't take it. Why didn't it take it?
[AGENT][NEUTRAL] I'm gonna take care of that too. So you just hang on.
[CUSTOMER][POSITIVE] Yes, please take your time.
[AGENT][NEUTRAL] Now we will need to contact benefits in a card as well for them to change it we get their our information from them.
[AGENT][NEUTRAL] So we need
[CUSTOMER][NEUTRAL] OK, maybe that's who they spoke with at the pharmacy. I don't know if they talked to you or benefits in a card. You're two separate companies.
[AGENT][POSITIVE] We are and we're gonna, uh, you just don't worry. I'm gonna take care of you.
[CUSTOMER][POSITIVE] Oh my goodness, thank you so much.
[AGENT][NEUTRAL] And it's 125 1965, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] I turned [PII] a few weeks ago.
[AGENT][NEUTRAL] Isn't that fine?
[CUSTOMER][NEUTRAL] huh
[CUSTOMER][POSITIVE] Yes, well, I, I feel great.
[AGENT][NEUTRAL] I've been there
[CUSTOMER][POSITIVE] I feel great thank God and I'm blessed.
[AGENT][NEUTRAL] Uh, oh, you know, I was just gonna say, aren't we blessed to have every single day we've had?
[CUSTOMER][POSITIVE] Oh yes, yes, we certainly are.
[AGENT][NEUTRAL] I feel the same way and I.
[CUSTOMER][NEUTRAL] Yes, uh, please tell me your name again.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], uh, yes, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And yeah, I don't even mind telling people my age because I feel like I'm blessed to have made it this far.
[AGENT][NEUTRAL] It doesn't bother me at all.
[CUSTOMER][NEUTRAL] Oh, that's fine. I was mistaken a couple of weeks ago for being [PII].
[AGENT][NEUTRAL] Well, look at you.
[CUSTOMER][POSITIVE] I said thank you very much.
[AGENT][NEUTRAL] Don't you love it?
[AGENT][NEUTRAL] Yeah, you don't sound like you just turned [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, no, uh, I, I, I hear that number, but it doesn't really make sense to me, but I guess it's real.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have got your date of birth changed to [PII].
[CUSTOMER][POSITIVE] Yes please
[AGENT][NEUTRAL] OK, try that now because it it allowed me to go to the next page to create the uh username and password.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][POSITIVE] Hooray, I'm there.
[AGENT][POSITIVE] Told you I was gonna take care of you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you [PII]. Now my username, could that be my email?
[AGENT][NEUTRAL] It can be a portion of your email it can.
[AGENT][NEUTRAL] Not the complete
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And then for your username you will need a lower case upper case number and a symbol.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Oh, here's my email. That's great thank you. Got you.
[CUSTOMER][NEUTRAL] OK, let's try this.
[CUSTOMER][NEUTRAL] Next,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh, doesn't like my text.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] One lower case, one number, one character.
[CUSTOMER][NEUTRAL] One symbol.
[AGENT][NEUTRAL] One upper uppercase, one lower case, one number, one symbol.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, I have, uh, one of a case. The rest is lower case, 2 numbers and 2 exclamation points.
[CUSTOMER][NEUTRAL] Oh, yeah, there's an exclamation point there.
[CUSTOMER][NEUTRAL] Hm, let me try that again.
[CUSTOMER][NEUTRAL] No, OK, when it says one symbol, it can only be one?
[CUSTOMER][NEUTRAL] Or can it be more than one?
[AGENT][NEUTRAL] Well, I was thinking it could be more than one.
[CUSTOMER][NEUTRAL] Um, yeah, me too.
[CUSTOMER][NEUTRAL] One, yeah, that's what I'm putting in here. Let's see what else can I put.
[AGENT][NEUTRAL] Is it real sim uh similar to your.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Oh wait, let me try one second.
[AGENT][NEUTRAL] And it so it can't contain your user name.
[CUSTOMER][NEGATIVE] No, no, no, it does not.
[AGENT][NEUTRAL] OK. 8 characters minimum.
[CUSTOMER][POSITIVE] Uh, yes, let's try it.
[CUSTOMER][NEUTRAL] It says submitting, but then there's a gray circle underneath.
[CUSTOMER][NEUTRAL] Not sure what that is.
[CUSTOMER][NEUTRAL] That means it's not going through.
[AGENT][NEUTRAL] Well, I see it did go through.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] I see you have an active account now.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Oh, your account has been successfully created.
[AGENT][NEUTRAL] There we go. That's what I wanted to hear.
[CUSTOMER][NEUTRAL] OK, let me just write down that pen real quick.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, let's try it.
[CUSTOMER][NEUTRAL] So I had typed a period into the password. That's what it did not like.
[AGENT][NEUTRAL] Uh, I see. Well, they can be picky these computers.
[AGENT][NEUTRAL] Can just be ordinary sometimes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Yeah, it's always complicated. OK, this says new text message you can receive claim status updates, text message.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my phone number, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that will, you'll receive notification if we receive a claim and then you'll receive notification if it's processed.
[AGENT][NEUTRAL] And you can also always go to that portal and.
[AGENT][NEUTRAL] There's a port a section called my claims, and you can view claims.
[AGENT][NEUTRAL] And claims decisions there.
[CUSTOMER][NEUTRAL] OK, let's see it says they sent me a check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Confirm
[CUSTOMER][POSITIVE] Success
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Since you're on that portal, do you see your I under ID cards? There's a PDF and you can print a card from there for your medical for the hospital indemnity policy.
[CUSTOMER][NEUTRAL] Uh, OK, hold on.
[CUSTOMER][NEUTRAL] Um my coverage says indemnity dental term life. Below that it says my ID cards. Below that it says my claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I have nothing. So where are these PDFs with the cards?
[AGENT][NEUTRAL] Under my ID cards?
[AGENT][NEUTRAL] Should be there. Do you see the one that says?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh, here we are.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and what is in hospital indemnity? That's my medical card. Doctor's office, things like that?
[AGENT][NEUTRAL] That is your medical card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir, and you can always click on the policy number, and your policy certificate will download and you can view each of the services covered under your hospital indignity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so when I click download then it says oops there has been an error looks like we are experiencing technical difficulties.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] You're telling me all the things I don't wanna hear.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, let me try the second one, dental.
[CUSTOMER][NEUTRAL] Starting download.
[CUSTOMER][NEUTRAL] OK, that one it likes. Let me try the medical again.
[CUSTOMER][NEUTRAL] So they download.
[CUSTOMER][NEUTRAL] Oops, there has been an error, huh.
[AGENT][NEUTRAL] I'm gonna you just hang on just a second. I'm, I got you. Let's see here.
[AGENT][NEUTRAL] What I'm going to do for you.
[CUSTOMER][NEUTRAL] If you can email me that?
[AGENT][NEUTRAL] How did you know what I was doing?
[CUSTOMER][NEUTRAL] I, because if you email it to me then I can print it that way.
[AGENT][NEUTRAL] Yeah, I'm, I'm actually going to email you a copy of your card and I will email you a copy of your policy for your medical and
[CUSTOMER][NEUTRAL] OK, and as far as the one for the vision, do you know how I can acquire that?
[AGENT][NEUTRAL] You can
[AGENT][NEUTRAL] So when we talked to, I'm gonna transfer you to benefits and a card.
[CUSTOMER][NEUTRAL] Does it
[AGENT][NEUTRAL] And when I transfer you because we've got to update your um date of birth if we don't do it through them it'll change back in our system when we get we get file feeds each week so if it's not changed through them.
[AGENT][NEUTRAL] Then it won't stay changed in our system and I wanna make sure.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEGATIVE] That that is not gonna be an option for you.
[CUSTOMER][NEUTRAL] Yes, do you have to do that?
[AGENT][NEUTRAL] I'm sorry, can you
[CUSTOMER][NEUTRAL] Is that something you can do? You can.
[CUSTOMER][NEUTRAL] Can you talk to benefits in the card about the birthday?
[AGENT][NEUTRAL] I'm gonna transfer you.
[AGENT][POSITIVE] I'm gonna get them on the phone for you and let them update that address. They can also give you your vision information, who to call for that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, any way you could stay on the line with me just to make sure they get the birthday correct?
[AGENT][NEUTRAL] Sure, that's not a problem. I'm.
[AGENT][POSITIVE] I told you I'm gonna get you taken care of.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Oh, you are a superstar, [PII]. Thank you.
[AGENT][POSITIVE] Well, we just, I just want you to be taken care of and have everything you need.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Let me get this on the way for you because I do want you to check your email, make sure you get this email and can open the attachments also.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I got it. Hang on just a second. I'm not quite through with it.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Sorry, it takes a minute.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That has been sent and it is coming from the care team.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Oh, here it is.
[CUSTOMER][NEUTRAL] Care team APL ID and policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, don't forget to set up your service center, OK, we did all that, right? And.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We did that. Yes.
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] CD
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One is your policy certificate, which
[AGENT][NEUTRAL] Um, and within that policy certificate, there's a page called a schedule of benefits page, and that will let you know what services are covered under the policy, and the other attachment is your ID card.
[AGENT][NEUTRAL] Now, just a little side note.
[CUSTOMER][NEUTRAL] OK, so one thing.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, one med plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's all I have.
[CUSTOMER][NEUTRAL] So I have the dental one you sent me the medical one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there another one I needed or no?
[AGENT][NEUTRAL] Now there were just two attachments on that one email and one of the attachments is your policy certificate and the other is your ID card.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] OK, so now I have my medical, I have my dental, and now you're gonna help me with the vision part as well as my birthday.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] I am going to get you to benefits in the card so that we can get your date of birth updated and they can give you a phone number to contact for your vision. Now I do just kinda want you to know, Mr. [PII], if on the medical ID card, there is a phone number to find a provider in your area. The policy does participate in the multi-plan network.
[AGENT][NEUTRAL] You do not have to go to a multi-plan provider.
[AGENT][NEUTRAL] Um, but if you find a multi-plan provider in your area, they could, using that provider in network, you could receive a little discounted amount. So just to let you know.
[CUSTOMER][NEUTRAL] OK, uh, so I can look on the website of multiplan or there's a phone number.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK, so the previous doctor I was going to, I'm gonna guess he might not be part of this, so I would have to find a new doctor, yes?
[AGENT][NEUTRAL] It would not be necessary because we pay the same benefits whether it's in or out of network benefits our processing of the claims, your benefits, um, it does not rely on a network.
[AGENT][NEUTRAL] Now, through your doctor, if they're multi-planned then because they're in the multi-plan network, you could receive that little discounted amount.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][POSITIVE] I understand, thank you.
[AGENT][NEUTRAL] Are you ready to get that date of birth corrected and
[AGENT][NEUTRAL] Find out about your vision or? All right. And before I transfer you, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] Um, I, uh, where can I give you a 5 star review?
[AGENT][NEUTRAL] I can give you um my supervisor's email if you would like to email that.
[CUSTOMER][POSITIVE] I certainly would because you have gone above and beyond.
[AGENT][POSITIVE] Oh, I appreciate that. Her email is [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on, let me get my pen here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK?
[AGENT][NEUTRAL] Mhm. And then [PII].
[AGENT][NEUTRAL] [PII], that's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] At a
[AGENT][NEUTRAL] M
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM [PII].
[AGENT][POSITIVE] [PII]. That's right.
[CUSTOMER][NEUTRAL] A OK, [PII], right? AM.
[AGENT][POSITIVE] That's right. Mhm.
[CUSTOMER][POSITIVE] OK, terrific. I'm certainly gonna do that.
[AGENT][POSITIVE] I appreciate that. It's not necessary. I just want you to, that's not important to me. The most important thing is that you're taking care of. So, but I do appreciate.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, um,
[CUSTOMER][POSITIVE] You, you are well deserving of that.
[AGENT][NEUTRAL] Well, thank you. Now, if you hold just one moment, let me get a representative that benefits in the card so we can get that date of birth corrected and get you your vision policy information, OK?
[CUSTOMER][POSITIVE] OK, terrific. Thank you.
[AGENT][POSITIVE] All right. Thank you. One moment, please.
[AGENT][NEUTRAL] You know what? Let me give you their phone number just in case you ever need to contact them or if the call drops or you know whatever that way you do have that phone number also.
[CUSTOMER][NEUTRAL] So this is for benefits in the car?
[AGENT][NEUTRAL] This is for benefits in a car. They handle all your insurances, they um.
[AGENT][NEUTRAL] And then you, they can tell you which company has which coverage.
[AGENT][NEUTRAL] Or if you need to change something on your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, let's have that number.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 897.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it thank you.
[AGENT][NEUTRAL] All right. Thank you, [PII]. One moment, please.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] OK good so.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance. We have a special promotion today for select callers. If you are over [PII], please press 1 now. If not, press 2.
[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.
[CUSTOMER][NEUTRAL] Thank you for calling Sick 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 a voicemail.
[CUSTOMER][POSITIVE] Thank you for calling for mean Benefits in our car. My name is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] at APL. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you [PII]?
[AGENT][NEUTRAL] I'm doing well, thank you. I have a Mr. [PII] with No Staffing Group on the line. We need to get his date of birth, uh, corrected and also he needs to find out his information regarding his vision coverage.
[CUSTOMER][POSITIVE] Of course you can go ahead and get them transferred over.
[AGENT][NEUTRAL] All right, let me get him on the line if you'll bear with me just one moment.
[CUSTOMER][NEUTRAL] Sure thing.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] on the line and she's going to assist you with correcting that date of birth and provide your vision information.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Thank you and hello [PII].
[CUSTOMER][NEUTRAL] Hello Mr. [PII], how are you today?
[CUSTOMER][POSITIVE] I'm doing well how are you? Thanks.
[CUSTOMER][POSITIVE] Good, thank you for asking. Can I have the last 4 of your social so that we can locate your account, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] Alright, and then to make sure I have the right account, could you verify your mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have the best contact information [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I have your email down as your first named [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Alright, and is the [PII] the correct date of birth, or is that the one you need to change?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So you spoke with one of my coworkers back on February [PII], 2025, and they already went ahead and corrected that date of birth with you on the line.
[CUSTOMER][NEUTRAL] Um, oh, OK, that was done actually that was done.
[CUSTOMER][NEUTRAL] At a CVS pharmacy because I wasn't able to get my prescription and then we had to get
[CUSTOMER][POSITIVE] Uh, one of you guys on the phone, so if it's already been resolved, that's great to hear.
[CUSTOMER][NEUTRAL] Yes sir and then the other issue was you needed your vision benefit card, correct?
[CUSTOMER][NEUTRAL] Yes please I'd like to know about that.
[CUSTOMER][NEUTRAL] Alright, did you need me to also request them to send you another physical card or is just the digital one OK?
[CUSTOMER][NEUTRAL] If I can print the digital one and that's acceptable at uh you know when I get an eye test or something that would be fine.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] There we go, OK, and then when I'm sending it out, the vision carrier is MetLife. They don't have any network requirement.
[CUSTOMER][NEUTRAL] There is gonna be however specific phone number that your providers are going to need to call in order to verify your coverage, which will be the same phone number that's gonna be on the email I'm sending you where you can call to locate providers near your area that have set your insurance.
[CUSTOMER][POSITIVE] OK, great. So if I went to like a lens crafters or a Warby Parker, can I use this?
[CUSTOMER][NEUTRAL] Card or no?
[CUSTOMER][NEUTRAL] We don't have access to the specific list. um, however, for the benefit guy that was provided to us, it does state that places such as.
[CUSTOMER][NEUTRAL] Where are those places? Here we go. It says that places such as Costco Optical, the Walmart Optical, Sam Club, or Vision Works do take up, I mean, do work with this insurance. They do accept it.
[CUSTOMER][NEUTRAL] But it does not give me other places.
[CUSTOMER][NEUTRAL] It does say that a couple of private practices to retailers do also upset the the benefits as well.
[CUSTOMER][NEUTRAL] OK, uh, well, I'm not a Sam Club or Costco member. Is Vision Works a, uh, chain of some kind?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I believe I I've seen them in [PII] as well as [PII].
[CUSTOMER][NEUTRAL] Oh, here it is, uh, locations.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] And the[PII] I do have to advise you as of right now for this week you're not you're not active in the benefits we didn't receive payment.
[CUSTOMER][NEUTRAL] If you do receive paycheck this week I'm sorry.
[CUSTOMER][NEUTRAL] Uh, I didn't hear what you just said.
[CUSTOMER][NEUTRAL] Um, yes sir, I was saying I wanted to inform you that for this week you're not active on benefits. We didn't receive payment for this week. However, if you do receive a paycheck this week already and you see the deduction of the 30 to 11, then that will mean the next week you should be back active again.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] And then I did also want to additionally say in the event that when you are at your.
[CUSTOMER][NEUTRAL] Vision appointment if they went into any issue verifying your benefits due to the fact that your carrier and MetLife, they also offered major medical insurance and PPO Limited, but the benefits that your staffing company nor staffing group offers are PPO limited. They could get mixed up and the representative that your vision doctor speaks with might say that you don't have coverage. You're more than welcome to give us a call so that we can try to resolve that issue for you on the phone.
[CUSTOMER][NEUTRAL] OK, so I can call, um, where are we? [PII].
[CUSTOMER][NEUTRAL] Yes sir, if your vision office also allows it, we can be the ones to verify the coverage as well.
[CUSTOMER][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] Was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, OK, so you were going to email.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Vision information?
[CUSTOMER][NEUTRAL] Yes sir, I have sent it to your email. It shows that it left at 403 from my mailbox. It's gonna say ID card as the subject line.
[CUSTOMER][NEUTRAL] And you'll be receiving it from info you did? Oh, great.
[CUSTOMER][POSITIVE] I got it. OK, uh, I believe I have everything I need. Thank you for your time, uh, [PII], are you still on the line?
[AGENT][NEUTRAL] Mr. [PII], you requested that I stay on the line, so I am on the line.
[CUSTOMER][NEUTRAL] Oh, do you wanna
[CUSTOMER][POSITIVE] You are a true superstar. Thank you for all of your help today. Everything's been cleared up.
[AGENT][POSITIVE] All right, perfect. Well, it's been my pleasure, Mr. [PII] and [PII], thank you so much for assisting me with that vision information.
[CUSTOMER][POSITIVE] Of course it was my pleasure. I hope both of you guys enjoy the rest of your day.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You too, [PII]. Thank you. Thank you, [PII]. Take care. Call us if you need us. Bye-bye.
[CUSTOMER][POSITIVE] Thank you guys have a great day.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye bye.