AccountId: 011433970860
ContactId: 3c9cbb14-b214-4049-b156-77efc570dd98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689419 ms
Total Talk Time (AGENT): 264325 ms
Total Talk Time (CUSTOMER): 256117 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3c9cbb14-b214-4049-b156-77efc570dd98_20250206T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII]. I'm calling from Benefits and a card on behalf of one of the members. Um, I'm having trouble pulling her her cards up, so I was gonna see if I could get her policy number from you because she's actually sick trying to go to the doctor, but for some reason on the website, she's not pulling up and I do see that she's active. I had the same issue last time with another member and it took a few days for me to get his card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know if it's because they're a new agency or I'm not sure. Um, what do you need from me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, first, can I get your uh callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK, um, our phone number is [PII] and my name is [PII]. I'm calling from Benefits and a card.
[AGENT][NEUTRAL] OK, Ms. [PII], and what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, her first name is [PII], so that's [PII] and then I'm gonna spell her last name. So it's [PII], and she works for associated Staffing INC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have her group number?
[CUSTOMER][NEUTRAL] Um, I do not.
[AGENT][NEUTRAL] OK, and it's associated staffing.
[AGENT][NEUTRAL] OK, let me see if I can find the group.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm and it looks like she has the VIP choice for employee plus spouse.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, um, let me pull in the group real quick. I did find the group number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, is she there with you, um, to give consent to talk about the policy?
[CUSTOMER][NEGATIVE] So I have her on hold on the phone because she was trying to get the card sent to her email, however, when I go to the APL website it's not pulling up at all.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I had a call to see if maybe I could get it and then provide it to her.
[AGENT][NEUTRAL] OK, alright, is there any way that you we can do a 3 way call?
[CUSTOMER][NEUTRAL] Like merge, uh, yes, I think there is.
[AGENT][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hi, is this Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. I'm with APL. So we're trying to get you, um, copies of your card. Um, I'm on the phone with Ms. [PII]. I just need your verbal consent that it's OK to talk about the policy with Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then Ms. [PII], can I get your social security number please so that I could try to pull in your card for us?
[CUSTOMER][NEUTRAL] Uh, I didn't put it there, or?
[AGENT][NEUTRAL] Your social security number so that I can pull your card in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The 4? The last 4?
[AGENT][NEUTRAL] No, the full thing.
[AGENT][NEUTRAL] The full number.
[CUSTOMER][NEUTRAL] Uh this is.
[CUSTOMER][NEUTRAL] OK, I need it or do I need it?
[AGENT][NEUTRAL] Uh, I, I need it. The full social security number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate you giving me that information. I'm gonna try to pull in your policy now for you. I hope you get to feeling better.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], when did you sign up for your benefits?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I find it, I don't remember where but.
[CUSTOMER][NEUTRAL] It's 3 weeks to go, possibly.
[AGENT][NEUTRAL] OK, alright, so Ms. [PII], Ms. [PII], what I'm gonna do is I'm gonna transfer you now on over to group billing so that they can look at the group and see about Miss um [PII]'s benefits Miss [PII], can you hear us?
[AGENT][NEUTRAL] Miss [PII], are you there?
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna go ahead.
[CUSTOMER][NEUTRAL] Uh, maybe not.
[AGENT][NEUTRAL] Oh yeah, I think she left. I'm gonna go ahead and transfer you now on over to group billing so they can assist you with your benefits, OK? It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK, but you send me the in my now in my mail and and.
[CUSTOMER][NEUTRAL] The raga
[AGENT][NEUTRAL] Let me look at your, let me look it up, your last name is [PII] and your first name is [PII]?
[CUSTOMER][NEUTRAL] No, it's just really.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We're gonna go over to group billing Ms. [PII] so that they can assist us with your benefits, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got, I had Miss Miss [PII] from Benefits and a card call in um she's got Ms [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me spell the last name, [PII]
[AGENT][NEUTRAL] And she should be with group 70093.
[AGENT][NEGATIVE] And she should have benefits with benefits in a card, but I'm not finding her in our system and she's trying to go to the doctor's office because she's very sick.
[AGENT][NEUTRAL] And Ms. [PII] with benefits in a car has dropped the call when she got Ms. [PII] on the phone so I could verify we could discuss the policy, but um, and I've got insured's social security number, but I can't find her through benefits and a card. She said that they, she signed her um paperwork 3 weeks ago.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I was just wondering if you guys could help her if she's supposed to be on the group.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] That's a good question.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] I feel so bad. She sounds terrible.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Bless it. You, you, how do you spell her last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I think they're supposed to go to benefits in a car, but.
[AGENT][NEUTRAL] But benefits on a card is who called.
[CUSTOMER][NEUTRAL] They always do that. I don't know. um, I'm gonna see if I can't find her and go from there. Um, what is her social?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and I looked her up and I did not find her.
[AGENT][NEUTRAL] I looked her up by name, social, and group.
[CUSTOMER][NEUTRAL] I don't know what I'm gonna be able to tell her.
[AGENT][NEUTRAL] Maybe I should just transfer her to benefits and a card and let them handle it, or?
[CUSTOMER][NEUTRAL] But I will.
[CUSTOMER][NEUTRAL] Well, if she don't have coverage, if we're not finding a policy, I would think that because they are the ones who
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm at a loss on that because I mean we don't have a policy. I mean I can tell her the same thing you told her but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, if maybe if she just hears it from somebody besides just me, you know, sometimes that second opinion matters.
[CUSTOMER][NEUTRAL] But it's
[CUSTOMER][NEUTRAL] But uh benefits on a card is where, if, if we don't have a policy.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] is where it should go, right? That's what I think too, and then they're calling us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm looking, I'm looking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you can send her on. I mean, I would probably have to send her to benefits in a card, but um, what is her what is benefits in a card? We got that right? That's on the quick fix, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's uh the number is [PII].
[CUSTOMER][NEUTRAL] OK, 1800-497.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] Uh, you can send her on. I will tell, I mean, because I'm not finding her either and you did say that [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much. I will see what I can do.
[AGENT][POSITIVE] OK, thanks for that.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Um, all right, thank you. Mm bye-bye. Oh.
[AGENT][NEUTRAL] Mm bye-bye.