AccountId: 011433970860
ContactId: 3fa1826b-9119-4007-b06e-c8ab1ba06835
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1105119 ms
Total Talk Time (AGENT): 266985 ms
Total Talk Time (CUSTOMER): 319268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/3fa1826b-9119-4007-b06e-c8ab1ba06835_20250620T14:11_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][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK, my name is [PII]. Um, I had called bumps before. Um, I've been trying to get my meds for two weeks now. Um, I work through focus management and
[CUSTOMER][POSITIVE] Thankful for you to talk to me, um, read Monday.
[CUSTOMER][NEGATIVE] Um, I found out that I wasn't covered. My insurance is covered, but my prescriptions were not covered. That's, um, I guess it was a mess up with paperwork, so I went back Monday and I put everything I needed to and I got insurance.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I filed for um the free RX that they tried.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Tech service that I worked for said that Friday, today, um, it should be coming out of my check weekly. Well, when I checked my pay stub last night because I got paid last night, Friday today, it, it's showing um the old.
[CUSTOMER][NEUTRAL] Stuff that I had previously, not the new thing that I updated it to.
[AGENT][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] And I was really hoping.
[AGENT][NEUTRAL] Can you say that one more time because I want to make sure I understand that. So what the what all information was showing?
[CUSTOMER][NEUTRAL] Uh, the previous insurance cause I, I did basic insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For me and my daughter.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I had dental and vision, and that, that was it. So I canceled that. I don't know if I canceled it, but um I resubmitted paperwork Monday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And of course my daughter off to insurance and she and the dental vision I don't have my eyes I don't need, need any of that, but I did um the VIP insurance.
[CUSTOMER][POSITIVE] And the added bonus of the free RX.
[CUSTOMER][NEUTRAL] Uh, addition benefit, and I was told that uh it was gonna be taken out of my check, but the only thing I was taken out of my check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] was the
[CUSTOMER][NEGATIVE] own stuff and I had no way of picking up my medication.
[AGENT][NEUTRAL] So the only thing you have is the old.
[AGENT][NEUTRAL] The only information you have is the old information?
[AGENT][NEUTRAL] And you need me to give you the new?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, if I'm active with, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, it's, it's, you sound like you're um like underwater or something, so I, I was trying to make sure I was following you. I'm sorry.
[CUSTOMER][POSITIVE] I would appreciate that.
[AGENT][NEUTRAL] I didn't want you to repeat yourself.
[CUSTOMER][NEUTRAL] OK, I have a headset on. I have a headset on, so let me see if uh I change it and it might work a little bit better for you. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hear me better now?
[AGENT][POSITIVE] Oh, yes, much better.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I have, um, your name. May I have a good contact number in case we're disconnected and then um I can look for the policy with your social if you like.
[CUSTOMER][NEUTRAL] Yes, please, um, my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that and then um we can search with your social whenever you're ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEGATIVE] Yeah, because I had called once before and because I never received my benefit card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I called over the phone and the lady I spoke to, uh, she sent it through the email. She sent my card through the email. And
[CUSTOMER][NEUTRAL] I went to pick up my medication and they said, you aren't covered. So I called back. The pharmacy called the
[CUSTOMER][NEUTRAL] I guess called you guy or you or the people that go through you go through for the medication and they said they canceled it last month.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I was like, OK, that's weird. So I went to, I went to my work Monday and I asked about it. And they said, oh, well, I guess you didn't, you've got to click a box last time we were in here.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] So I redid it Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK, and that's exactly what these notes. OK. So let me do this. Let me go ahead and verify you. I was reading the notes um too, so yeah, now I understand. Um, Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, uh, my date of birth is [PII]. Um, my, the email should be [PII], and the address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment and
[AGENT][NEUTRAL] Hold on one moment. Let me go back to those notes.
[AGENT][POSITIVE] Alright, so let me take a look and see. I'm sorry.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Oh, go ahead, go ahead.
[AGENT][NEUTRAL] Oh, I'm just gonna take a look and see these notes, um, and then see if we've received anything from the employer because she said the um, the last person you talked to put the same thing in there and that you are, they were trying to figure out why the dates were different, and I guess that's what you had to send in on what you sent in on Monday.
[CUSTOMER][NEUTRAL] Yes, and I was told by the employer that
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I should have benefits by Friday.
[AGENT][NEUTRAL] OK, so let me see if anything's been received, um, and then I may have to get customer service involved. That's just the department that like puts the policies together, terminates and works with the premium. Um, so if I need to get with them, we can so that we can try to get a resolution for you, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, you're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. Um, so we haven't received anything from the employer yet. I'm getting ready to reach out to them to see if they've sent it over, um, so I can try to get you an update, OK?
[CUSTOMER][POSITIVE] I would appreciate that. Thank you so much.
[AGENT][NEUTRAL] You're very welcome. Um, just hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a car. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling from APL. Um, I have an insured on the other line, um, from what I, from what I'm understanding, apparently something was missed, um, that she was supposed to fill out on her paperwork. She filled it out yesterday, um, or this weekend it was supposed to be sent over, um, she was told.
[AGENT][NEUTRAL] To check with us by Friday, everything will be OK with the policy, but we haven't received anything. I'm just trying to see if y'all sent it over or how I can give her an update.
[AGENT][NEUTRAL] Um, what do you need from me?
[CUSTOMER][NEUTRAL] What is the first and last name?
[AGENT][NEUTRAL] Her name is [PII], um, hold on one second.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do you know which staffing company she's with?
[AGENT][NEUTRAL] Yes, Focus Workforce management.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Did she tell you specifically what it was, the change that she was looking for? Because this specific week, nobody has entered her account.
[AGENT][NEUTRAL] I don't, um, so she said there was something she needed to check on there and she checked it and it was supposed to be sent over. Um, just from the notes that I see in our system, it looks like
[AGENT][NEUTRAL] Uh, OK, so she was trying to get something from the pharmacy and they told her that the policy lapsed and then Lucy RX, um,
[AGENT][NEUTRAL] The pharmacy called LucyRX and they showed that the policy was terminated as of [PII], but we're showing that the policy is active. Um, it does have a pay to date of [PII], but I guess
[AGENT][NEUTRAL] Whatever she fixed was the reason that they were showing Terminated.
[AGENT][NEUTRAL] The pharmacy and Lucy RX.
[AGENT][NEUTRAL] Does that, you see anything on your side that matches that?
[CUSTOMER][NEUTRAL] I don't see anything that matches the last request to change that she's asking for, but I do see here why her policy is still active.
[CUSTOMER][NEUTRAL] She submitted online a request at the beginning of May to drop the medical plan and only keep dental, vision, and life insurance.
[CUSTOMER][NEUTRAL] She doesn't have any pharmacy benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So maybe what she was trying to put in there could have been adding either the pharmacy or medical back in there, but we have not received that yet.
[CUSTOMER][NEUTRAL] If you're able to transfer her I can tell her that um if she's no longer on the line, you can also.
[CUSTOMER][NEUTRAL] Actually I can give her a call if she's no longer on the line to let her know.
[AGENT][NEUTRAL] No, no, I have her on the other line.
[AGENT][NEUTRAL] I can get her to you. Um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thanks again for holding. So, I have [PII] on the other line um with benefits and a card, and she wants me to transfer you over to her. Um, before I do that, was there anything else I can help you with?
[AGENT][NEUTRAL] But she, she
[CUSTOMER][POSITIVE] No, ma'am. You did wonderful. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Um, well, thank you for calling APL and I hope you have a great weekend, OK?
[CUSTOMER][POSITIVE] You too have a wonderful weekend.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, [PII], I have [PII] on the line.
[CUSTOMER][POSITIVE] Alright thank you good morning Ms. [PII]. My name is [PII] I've been.
[AGENT][POSITIVE] You're welcome.