AccountId: 011433970860
ContactId: 45766f4e-c2ef-40ca-b415-8cf9507b57ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340279 ms
Total Talk Time (AGENT): 154368 ms
Total Talk Time (CUSTOMER): 133938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/45766f4e-c2ef-40ca-b415-8cf9507b57ce_20250307T15:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. How you doing, Mr. So? Uh, I just called because I had a question, uh, because I, I, I was going through my portals to get my, uh, ID cards, and, uh, I, I see like on a, uh, I, I have one of the APR cards, uh, and it says it's, I, I don't know if it's just a dental card or is it for health is the health ins is all is all one card like a health and dental.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. All right, well.
[CUSTOMER][NEUTRAL] OK, yeah, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Go ahead, sir.
[CUSTOMER][NEUTRAL] I'm sorry, I, I, I, I didn't know. I just wanted to make sure, um.
[CUSTOMER][NEUTRAL] That it was all just one card because my other employer, it, it was two different cards.
[CUSTOMER][NEUTRAL] So I just want to make sure, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I can check I can check to see um what policies that you have with us sir can you please give me your name and the policy number that is on that card?
[CUSTOMER][NEUTRAL] OK, my name is [PII], that is [PII]
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] So that number is 02501204.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then I'm also going to need for you to verify your address, your phone number and your email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] My, my address is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You said my phone, my my my uh email.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It is my name [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said something else.
[AGENT][NEUTRAL] One last verification, your your phone number, sir.
[CUSTOMER][NEUTRAL] My phone number is area code [PII].
[AGENT][NEUTRAL] Thank you sir and then if we get disconnected during the call uh is that a good number to call you back on Mr. [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me. All right, so I'm looking, I've got all your policies pulled up.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You have
[AGENT][NEUTRAL] The number that you gave me is your dental policy.
[AGENT][NEUTRAL] You also have an accident policy, a hospital indemnity policy.
[AGENT][NEUTRAL] A life, um, group term life policy and a short-term disability policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I have one question because I, I, I never got a chance to really detail for detail because I'm normally driving, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Like, as far as like my medical prescription or something like that.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Would a portion of that be covered if I needed to get like medication?
[AGENT][NEUTRAL] OK um let me look at your um medical plan and this is just to verify your benefits it's not a guarantee of payment. Let me check to see.
[AGENT][NEUTRAL] If you have.
[AGENT][NEUTRAL] OK, so what I'll need to do so that you can get your benefits for your medical, we have another number that I'll have to transfer you to and I'm gonna give that to you so you have it, um.
[CUSTOMER][NEUTRAL] Let me get a pen. Oh, I have one.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. And that's Web TPA.
[CUSTOMER][NEUTRAL] Hold on, that the, the way of the.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Web
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Webb, WEB.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] T P as in Paul, A as in apple.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I'm gonna transfer you over to them and they'll be able to give you your benefits and answer that question for you about your prescriptions.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold while I transfer you on over. Mr. [PII], is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] No ma'am, I really appreciate you helping me.
[AGENT][POSITIVE] It's no problem at all. I'm glad you called APL. I'm glad we were able to help you today. I'm gonna get you some further help, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright it's gonna be a brief hold Mr. [PII] thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limit.