AccountId: 011433970860
ContactId: 3349fe47-ff07-4250-9b00-ddd6d8ed373f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168960 ms
Total Talk Time (AGENT): 81913 ms
Total Talk Time (CUSTOMER): 113127 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3349fe47-ff07-4250-9b00-ddd6d8ed373f_20250430T14:43_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] Hello, Ms. [PII], this is [PII]. How are you there?
[AGENT][POSITIVE] I'm great, [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good, I'm good. [PII], um.
[AGENT][POSITIVE] Good. Well, how can I help you?
[CUSTOMER][NEUTRAL] OK, [PII], I have a a provider on the phone and she's got the person's not showed up in our system yet for benefits on the card, but they are wanting to use them as a, uh, provider. The insurers wanting to use this as a provider for their child, OK? And of course providers never heard of APL before and what they will do is just go ahead and say this is a brand new enrollment so we've not gotten it yet. They just wanna see if a few things is um.
[CUSTOMER][POSITIVE] Gonna be covered like a wellness and a few vaccines. I'm going to stay on the phone with you if you can, is that something you can check on?
[AGENT][NEUTRAL] Well, there's not
[AGENT][NEUTRAL] No, listen, until, I mean, because depending on what they enroll for, I can't give them benefits until, I mean, I don't know what they're gonna sign up for, um, until we get that enrollment information. So they would, yeah, they'll need to, she'll need to, the insured and need to speak to benefits and a card.
[CUSTOMER][POSITIVE] Yeah, that is true. That is true.
[CUSTOMER][POSITIVE] You are so correct, yes ma'am.
[AGENT][NEUTRAL] Um, on that because I can't.
[CUSTOMER][NEUTRAL] Let me get, let me check with [PII]. I never, I don't go into bed if it's a card enough to remember how we could go into it and see stuff, and I can't remember how to go into it because I don't ever have any reason to be honest with you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And I, we don't do, yeah, and we don't do that. So I mean.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Yeah, because they may not even have a plan that has wellness on it.
[CUSTOMER][NEUTRAL] True, true, that is true. So, OK, yes, let me go back to her and let her know that because I wouldn't think I was thinking the no the the the potential insurer can call and speak with someone in claims and get benefits, but we cannot give provider. I forget.
[AGENT][NEUTRAL] Cause a lot of them don't.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] If they know what's.
[AGENT][NEUTRAL] Yeah, I mean, we don't.
[CUSTOMER][NEUTRAL] Right, if they know which one they're looking at.
[AGENT][NEUTRAL] Yeah, and that's only general benefits questions because we just would have to look at that brochure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, right. Yeah, I remember now I'm getting it backwards over here.
[AGENT][NEUTRAL] You know, it was or.
[AGENT][NEUTRAL] Yeah, as far as quoting benefits on something like that, I mean, no, we can't.
[CUSTOMER][POSITIVE] I'm just um, yeah, no vague, exactly. All right, dear, thank you.
[AGENT][NEGATIVE] I can't do that.
[AGENT][POSITIVE] All right. OK. Can I help you with anything else, please? I'll just hang up and that way you won't lose your call.
[CUSTOMER][NEUTRAL] Oops, OK, I'm trying to hang up.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, let me, hold on, let me get, let me find her real quick. I'm jumping around on IMs over here. All right, thank you, [PII]. Have a good day. I'm gonna click off for you. All right, bye dear.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you can just
[AGENT][POSITIVE] You're welcome. You too, [PII]. OK, well, call us back if we can help. All right. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK, thanks. Bye.