AccountId: 011433970860
ContactId: 2d87a7b9-7ad6-44c7-bfb4-f5fb63594069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289500 ms
Total Talk Time (AGENT): 92380 ms
Total Talk Time (CUSTOMER): 131475 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/2025/05/01/2d87a7b9-7ad6-44c7-bfb4-f5fb63594069_20250501T17:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I got two questions. One is I got this insurance from my company from work and, um, I, I was supposed to have behavioral health. you guys send me a card, um, and you, I don't, I don't know like if this is the card for the behavior, can you check to see if my um policy is active for behavioral health and also if so I need a therapist list like where I can, you know, sign a contract. I'm a lot of therapists I call, they don't take Carrington, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check and see Carrington is dental, but I can check and see what policies you have with us, and if it's not with us, then you probably need to contact Benes in a card to see who handles it, but I can check the ones that you have and see, OK.
[CUSTOMER][NEUTRAL] Well, I do. I have it with APL that's in the card. It says APL Carrington, so by this dental, I don't know, like you guys sent me only one card and I never got any other card and I need.
[AGENT][NEUTRAL] That sounds like dental. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I, I need, I need, uh, help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check what we have and then we can go from there. May I have your name and a callback number for verification?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have um the policy number that is on that card, Mr. [PII].
[CUSTOMER][NEUTRAL] This card has a number.
[CUSTOMER][NEUTRAL] Policy number is 02611237.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for security, may I have your date of birth and mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII]. Email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yeah, it is not gonna be with us. So let me go ahead and um
[AGENT][NEUTRAL] Let me transfer you over the benefits in a card. They can tell you who has your um behavior health benefits, OK? All right. So let me give you the number just in case you need to call them in the future, and then I can transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, the number to benefits in the card is 1-800.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] 485 6.
[CUSTOMER][NEUTRAL] Yeah. 48.
[AGENT][NEUTRAL] OK, so let me transfer you over. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] You're welcome. And once um they uh they're gonna ask you if you already call us, just let them know that you call us and that we only show your dental, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment while I transfer you and thank you for calling APL.
[CUSTOMER][NEGATIVE] And You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in our car. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, um, I have insurance through my, um, uh, work, and I was trying to see how come I never got my behavioral health, uh, card.
[CUSTOMER][NEUTRAL] Trying to see if my card is active or not.
[CUSTOMER][NEUTRAL] Sure thing sir that will be due to the fact that the behavior health as a virtual service they don't have actual benefit cards.
[CUSTOMER][NEUTRAL] OK I can take a look at the account to see if.
[CUSTOMER][POSITIVE] Yeah, if you look at the account that'd be great thank you so much.
[CUSTOMER][NEUTRAL] Sure, I will have to take a look into the account to see if it's active. What's staffing company that you work with?
[CUSTOMER][NEUTRAL] Uh, insurance.
[CUSTOMER][NEUTRAL] Excuse me, can you, can you look it up with my name and like, you know, address and.