AccountId: 011433970860
ContactId: 37fd2dfb-fa69-4b52-ad17-7dd15604e062
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1065280 ms
Total Talk Time (AGENT): 265412 ms
Total Talk Time (CUSTOMER): 264800 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/37fd2dfb-fa69-4b52-ad17-7dd15604e062_20250204T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII], and I got coverage from you guys, and I am not sure what is going on, um, but the gentleman that I spoke to when I first, um, registered with you last month said that all my medicines were covered and that I would all I would have to do is pay $60 out of pocket. I paid $387 to get this going, and now it doesn't cover anything.
[AGENT][POSITIVE] Well, OK. Well, I'm definitely sorry about that. I'll be more than happy to look into everything for you. Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, I'm just a little confused because I'm sitting at the ER right now.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, me too, but I we're definitely gonna figure it out. Um, [PII], may I have a good contact number just in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] First of all, my name is [PII], not [PII]. So my last name is [PII] and I can grab you the policy number on one sec.
[AGENT][POSITIVE] My apologies. Thank you.
[CUSTOMER][NEUTRAL] OK, one sec my um.
[AGENT][NEUTRAL] Oh, I see what happened. It was the note before yours. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, no, you're OK, um, my member's ID number is 683-794-411.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If you see her.
[AGENT][NEUTRAL] Whoa, wait, wait, can you repeat that? I think I know what's going on.
[CUSTOMER][NEUTRAL] I have in my face.
[CUSTOMER][NEUTRAL] 683-794-411
[CUSTOMER][POSITIVE] No, that's be happy.
[AGENT][NEUTRAL] OK, and it's [PII] a good number to contact you on if we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sounds like this is Business Workers of America. Does that ring a bell?
[CUSTOMER][NEGATIVE] Um, well, I don't know what the name of the company was because he was supposed to email me everything. He gave me the number to call you guys and I got the cards, um, sent to me on my email. Nothing in the mail like he said it would be sent to me. Um, I gave him my credit card number and it went through to my, my card, but they said this was my insurance company through Vermont and it was an Obamacare.
[AGENT][NEUTRAL] Vermont, hold on.
[AGENT][NEUTRAL] And Obamacare, right, but, OK, so there's a lot of things here. Let me first go through Business Workers of America. That policy number sounds like one of their, so basically, Business Workers of America, so let me start off, APL we only offer insurance through groups like employers. Business Workers of America is
[CUSTOMER][NEUTRAL] I live in [PII].
[AGENT][NEUTRAL] Kind of like a third party that helps individuals or self-employed, um, get the coverage. So that, that sounds like what's happening to me, but they're third party, so everything is through them, which is why it's like, wait a minute. So let me pull them up. I'm gonna get somebody on the line and give them this member number and they should be able to clear everything up for us because if you've already made your payment,
[AGENT][NEUTRAL] And they told you all you were supposed to pay is $60 out of pocket and all meds are covered. We don't even have a policy like that, but they may. So let me reach out to them and try to get
[CUSTOMER][NEGATIVE] OK, so if they, OK, if they do not, I'm required to get my money back today, and I already talked to my lawyer, um, because that's stealing my money after he told me all this. I have witnesses because they were standing there.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm on your side, ma'am. I'm aware. I'm just trying to get to the bottom of it because it doesn't, it doesn't make sense to me. You're welcome. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] I told him I didn't want to be on the phone.
[AGENT][NEUTRAL] It's OK, [PII], it's just retaliation. Just do your job, do what you want to do, and go.
[AGENT][NEGATIVE] Oh, OK. Business workers of America is gonna get APL sued.
[AGENT][NEGATIVE] They need to just stop business with them.
[AGENT][NEGATIVE] Everybody thinks we're scammed. They don't, they give us a hard time cause it's just ridiculous.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For support. You are currently caller number 41, waiting to speak with a representative. The estimated hold time is currently 23.
[CUSTOMER][NEUTRAL] Thank you for calling member services. All calls are recorded for quality assurance. Our hours of operation are Monday through Friday [PII] Central Standard Time. If you know your party's extension, please dial it now.
[CUSTOMER][NEUTRAL] For customer support, press 2. For agent support, press 3. For claim support, press 4. For provider support, press 5. Thank you.
[CUSTOMER][NEGATIVE] We have not received a valid response. Please try again.
[CUSTOMER][NEUTRAL] You are currently caller number 40 waiting to speak with a representative. The estimated hold time is currently 23.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I'm getting ready to speak with my supervisor because I just called both lines that I have for them and there's like 40 people on hold and like a 30-minute wait time. So I'm trying to see if my supervisor.
[CUSTOMER][NEGATIVE] Oh, this has been like this for 5 days. I've had to leave messages over messages.
[AGENT][NEGATIVE] So, you've been trying to, OK. This is ridiculous.
[CUSTOMER][NEUTRAL] So my thing is, is I'm, I'm really not trying to take out on you that this guy guaranteed that my hospital bills would be covered. I would only pay $60 out of pocket. Um, he told me that if I went to see a specialist for my foot, it would be $50 because they're specialists. And he said everything would be covered because I told him my situation. I'm a diabetic.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] I've given him every information that I need and I said, look, I have Blue Cross Blue Shield, who doesn't pay anything and I cannot afford it. And he goes, hold on, I was on with him for 2 hours.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And he said to me, quote unquote, this plan will cover everything. You're not gonna have to worry again, and then your ending balance each month on the [PII] would be 308 even a month that would come off that credit card, and you guys took the 387 in the beginning, so now I'm really screwed.
[AGENT][NEGATIVE] All right, you know what, let me do this. Let me get my supervisor on the line because we're having issues with BWA anyway. So let me get my supervisor on the line. I want you to tell her about your experience and she's gonna, I'm gonna escalate it to her and then she can um escalate it higher because if this is how it's gonna go and we can't even get someone on the phone from there, that's a problem and I've expressed that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] For. So let me um go ahead and get my supervisor on the line, see if she's available to take the call and we're going to escalate this um on APL side because Business Workers of America does work with us, but if they're going to use our APL name, we should be handling our customers the way we do at APL and I don't want you to have to go through this. Um, so I'm gonna, I'm gonna escalate it. Do you mind if I place you on just another brief hold while I reach out to [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're completely fine. I've been sitting in the ER for about an hour, so you're fine.
[AGENT][NEUTRAL] OK, I'm sorry, I mean, I can't express how sorry I am again. I've complained seriously on this issue, we're having a meeting tomorrow with our higher ups like it's, it's, this can't go on, not with our customers, um, but I'm going to escalate it, so hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] He
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I have my um one of my supervisors, [PII] available. Um, I just want to let you know I got it before I just transferred you over. So I'm going to transfer you over to her now, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Thank you for calling APU. This is [PII] speaking. How may I help you today?
[AGENT][NEUTRAL] Hey, [PII], uh, hold on one second, OK? You need a callback number or anything?
[CUSTOMER][NEUTRAL] Yeah, what's the contact number?
[AGENT][NEUTRAL] Uh oh, I didn't hear you. Say it again.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, what's the callback number?
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] All right, and what is her name? Oh, [PII]. I see it, OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can see it.
[CUSTOMER][POSITIVE] All right then, thank you, ma'am.
[AGENT][NEUTRAL] Where you see that? Oh, in the teams. OK, OK, here you go. I'm like, what? OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on. OK, here she is.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Everything's the same, yes.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks again for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII].