AccountId: 011433970860
ContactId: 3a7cd992-c90b-4fcd-85ab-5508aeccc52b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 644010 ms
Total Talk Time (AGENT): 236981 ms
Total Talk Time (CUSTOMER): 234204 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3a7cd992-c90b-4fcd-85ab-5508aeccc52b_20250514T22:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII], um, you know, I, uh, am, uh, basically a member, uh, through the, uh, the, the, the staffing company, and I have the dental, uh, coverage here, but the other one also I don't have the number for the medical benefit one.
[AGENT][NEUTRAL] OK, I can
[CUSTOMER][NEUTRAL] I can give you my information.
[AGENT][NEUTRAL] Yes, and I can give you your policy number, sir. Um, can I please get your name and your callback number just in case the call is disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] [PII]. I'm having uh like a pain in my ear.
[CUSTOMER][NEUTRAL] And I wanted to see what to tell, you know, the, the doctor office, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] I already have an appointment, yeah.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And I'm in [PII].
[AGENT][NEUTRAL] Alright, and I can help you with your benefits also um what is your phone number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have, you said you have a dental policy with us, um, but you don't know your medical. What is your dental policy and then help me pull in your medical.
[CUSTOMER][NEUTRAL] You want, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it is, and it was [PII] staffing, right? [PII], the other company, 770073 group number?
[AGENT][NEUTRAL] OK, and do you see a policy certification number?
[CUSTOMER][NEUTRAL] the payer ID?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It'll say member ID or or uh certi.
[CUSTOMER][NEUTRAL] 70
[CUSTOMER][NEUTRAL] Pay ID yeah
[AGENT][NEUTRAL] No, it may say member ID or.
[CUSTOMER][NEUTRAL] 660801.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Not that number um let me see if I can find you by your group.
[CUSTOMER][NEUTRAL] My social security.
[AGENT][POSITIVE] Yes, give me that that'll pull in for us.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] 2853. Policy number is 02585058. I didn't even see that, very small.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is in there. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 258-505-8. OK. I've got you pulled up. All right. And you're wanting your medical.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][POSITIVE] Yeah, OK, thank you. I didn't even see it. It is right there.
[AGENT][NEUTRAL] Yes sir, it can be hard sometimes.
[CUSTOMER][NEUTRAL] Mhm. Yeah, medical.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, let me get your medical pulled up real quick. I'll need for you to verify your policy for me for security reasons. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] and it in [PII].
[CUSTOMER][NEUTRAL] That's the same one the staffing the company has.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And I see that the phone number that you're calling from, is that your cell phone number?
[CUSTOMER][NEUTRAL] [PII], yes. Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. First, let me give you your policy number so you have that, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And, and is it possible you can also email it to me again? I know you can email it to me, right?
[CUSTOMER][NEUTRAL] Is email, correct?
[AGENT][NEUTRAL] Uh, let me
[AGENT][NEUTRAL] Let me see if I've got it to where I can send it by email to you.
[CUSTOMER][NEUTRAL] They already did it once and I have the card with me. I, I, you know, I have the card also, but it's somewhere at home.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I never have the doctor appointment need actually that's why.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][MIXED] I never need it usually. I never need the doctor. This is, I was, I was probably swimming in the water has gone into my ear and I'm having a lot of pain. That's why I'm going. Otherwise there's nothing, there's no problem I have.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] 00, no.
[CUSTOMER][NEUTRAL] And yeah, so.
[AGENT][NEGATIVE] Right. And that can happen. That can happen sometimes and that water gets stuck in there. It's not, it's not a good thing. OK. Let me,
[CUSTOMER][NEUTRAL] Mhm. So,
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So, yeah, so, yeah, um, go ahead.
[AGENT][NEUTRAL] Let me um pull up your card real quick.
[AGENT][NEUTRAL] So that I can email that over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Yeah, I was not even sure I'd be able to get to you guys because, so I, I will be covered for any doctor's appointments, right?
[AGENT][NEUTRAL] Let me check. Let me get out of what I'm in now, and then I'll be able to check your policy for you, your benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if you have doctor's office visits.
[AGENT][NEUTRAL] OK, you do have physician office visits for accident or sickness and your policy pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] $100 for your office visit.
[CUSTOMER][NEUTRAL] How many? How much?
[AGENT][NEUTRAL] 100 $100.
[CUSTOMER][NEUTRAL] How much it pays?
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] $100.
[CUSTOMER][NEUTRAL] So this is a sickness visit, right? For my ears? For my ear, it's a sickness visit, correct? For my ear, ear infection?
[AGENT][NEUTRAL] OK. Now let me get.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can't diagnose you. That would have to be done by the, by the physician, yes.
[CUSTOMER][NEUTRAL] Physician.
[CUSTOMER][NEUTRAL] OK, so I, I'll be seeing a physician actually. I'll be seeing a physician. So it's fine, right?
[CUSTOMER][NEUTRAL] It's fine, correct?
[AGENT][NEUTRAL] Right, you're gonna see the physician and the policy does cover the physician's office visit.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] So, it does cover physician visit, correct?
[AGENT][NEUTRAL] Alright and I.
[AGENT][POSITIVE] Yes, physician's visit, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am waiting for your card to load so that I can email that to you so you can take it with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a minute while it loads.
[AGENT][NEUTRAL] For me to email it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I don't know why it's taking so long, but it is. It's taking its little sweet time today.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. I'm gonna put you on hold for just a moment while I get this ready for you, OK? I'll be right back.
[CUSTOMER][POSITIVE] OK. OK. Thank you. OK, thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, and do you pronounce your name [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], yes, [PII], yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII]. I've got that card on its way to you now, sir. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, so I just have to show my card and that's it, right? Uh, to the physician, to the office, right? OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir, yes sir, and if they want to call and verify your benefits they can call us too and we can go over the benefits with them on the phone if they need to.
[CUSTOMER][NEUTRAL] All right. OK.
[CUSTOMER][POSITIVE] OK. All right. OK. Sounds good. Thank you so much.
[AGENT][POSITIVE] All right. Well, I hope you have a good appointment. I hope your ear gets to feeling better. And thank you so much for calling ATL. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, yes. Thank you so much. Thank you. Uh-huh, bye, bye.
[AGENT][NEUTRAL] Bye-bye.