AccountId: 011433970860
ContactId: 4b0d8aad-e58f-4e09-b1e7-b4225198631d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439779 ms
Total Talk Time (AGENT): 240530 ms
Total Talk Time (CUSTOMER): 139027 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/4b0d8aad-e58f-4e09-b1e7-b4225198631d_20250102T18:38_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I, um.
[CUSTOMER][NEUTRAL] Recently enrolled in benefits and I got my insurance cards in the mail, um, but I don't have one for my other.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Beneficiary or person that's on the, the health plan and so I was just wanting to make sure that they're covered or if I use the same card for both of us, even though it only has my name on it.
[AGENT][NEUTRAL] OK. So you're wanting to verify on your policy is who exactly is covered and because you did receive some ID cards, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh, yes, sir. I can take a look at that for you. And who am I speaking with?
[CUSTOMER][NEUTRAL] Um, what's my name?
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] Yes, sir. Your name.
[CUSTOMER][NEUTRAL] So, your card's cutting out a little bit. It's [PII] Last name is [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. OK. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry. You're, we don't have a very good connection, cord. What was the phone number again? [PII], did you say [PII]?
[CUSTOMER][NEUTRAL] Yep, [PII] yep.
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Uh, let me grab my card. I apologize.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02576322
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so [PII], I will have to verify several things with you first for security and then also any information provided will be a verification of benefits and not a guarantee of payment. What is your date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Mhm. Mm.
[AGENT][POSITIVE] OK, thank you very much. So I can see the coverage you have is through your employment with Oxford Global Resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Or cyber cutters, OK. So on this policy currently, [PII], you're the only one that's covered. If you will see on your card, it says individual, it should say individual.
[AGENT][NEUTRAL] Now if you're supposed to have someone else covered under your policy, you will have to speak to benefits and a card that is the company that handles all enrollments changes, cancellations, questions on your premium.
[CUSTOMER][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] And they provide us with the information that we have. So I can give you their phone number and then I can also connect you with uh one of their representatives.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be awesome.
[AGENT][NEUTRAL] OK, so their phone number.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And I will get you connected. Now, [PII], when you received your ID cards, it talked about setting up your profile in our online service center here at APL.
[AGENT][NEUTRAL] At [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you done that yet?
[CUSTOMER][NEUTRAL] Uh, I don't think so. Um, what is the website?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the website I actually have a user guide that I can email to you that explains how to set up your profile and it will give you that web address, but it's it should be on your ID card. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But again I can go ahead and just email you this user guide and then if you have any um trouble setting it up you could call us back and we'd be happy to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's very helpful. Thank you.
[AGENT][NEUTRAL] OK, well, you're welcome, and the email that you're gonna get just so that you'll recognize it is not being junk or spam mail will come from care team at [PII] and I will put APL in your subject line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And, and you'll transfer me over to the benefits in the car, folks. Thank you so much.
[AGENT][POSITIVE] Yes, sir. I am. I'm gonna transfer you right now. You're very welcome. So if that's all I can help you with, [PII], thank you for calling APL and I hope you have a great afternoon. [PII].
[CUSTOMER][POSITIVE] You too. [PII].
[AGENT][POSITIVE] And thank you. One moment, please.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Sick English. Please wait for the next available agent. You are the next caller in line. You may press the star key at any time to leave a voicemail.
[AGENT][NEUTRAL] That and so yeah I got.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits Center Car. This is [PII] speaking. How may I help you?
[AGENT][POSITIVE] Hey, [PII], it's [PII] with APL. Oh, Happy [PII].
[CUSTOMER][POSITIVE] Happy [PII]. How are you doing?
[AGENT][NEUTRAL] I'm good. I have a member on the line who has got um a question on his enrollment because he's indicating that it should not just be for himself.
[AGENT][NEUTRAL] He's with Oxford Global.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And his name is, oh, I'm sorry, yeah, [PII], and the last four of his social is [PII].
[CUSTOMER][NEUTRAL] All right. Let me
[CUSTOMER][NEUTRAL] No, no, go ahead, I'm listening.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] All right. Are you ready for it?
[CUSTOMER][NEUTRAL] Yes, did you verify his address in it for?
[AGENT][NEUTRAL] I did, uh-huh.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] I certainly did. OK. Well, here we go. Um, I'm gonna release them to you, [PII], and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Right.