AccountId: 011433970860
ContactId: 4f114263-dd48-4eca-8d71-de0303784e24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736849 ms
Total Talk Time (AGENT): 184815 ms
Total Talk Time (CUSTOMER): 200216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4f114263-dd48-4eca-8d71-de0303784e24_20250325T14:47_UTC.wav
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[AGENT][POSITIVE] Hi, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I ask about the, the benefits.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits. Are you, do you have a policy with us or you're calling for a member?
[CUSTOMER][NEUTRAL] Uh, but in
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I'm, I'm, I'm for, for, for the, the TSC.
[AGENT][NEUTRAL] You have a policy with us?
[CUSTOMER][NEUTRAL] OK. I, I do, I, I do have the, the ID card for the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and the, the, the
[CUSTOMER][NEUTRAL] I need the the editor for the vision and the data and the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I can look and see if there's a policy here. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh hold on.
[CUSTOMER][NEUTRAL] Oh what was I gonna do.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, may I have your policy number?
[CUSTOMER][NEUTRAL] Oh, OK. I is the, is the old the I have the, the new, the, the, the new, new card.
[AGENT][NEUTRAL] It should say in hospital or outpatient policy er number.
[CUSTOMER][NEUTRAL] OK, the, the, the.
[CUSTOMER][NEUTRAL] I, I the boosting for, for, for the old cab for [PII].
[AGENT][NEUTRAL] Right, I'm just trying to get your policy number so I can pull up the policy and get to the benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, you have your card with you?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, on your card, um, do you see anywhere that says in hospital or outpatient policy certificate number?
[CUSTOMER][NEUTRAL] Uh uh uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hold on, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh for the.
[CUSTOMER][NEUTRAL] What number?
[AGENT][NEUTRAL] So it should say in hospital or outpatient policy certificate number.
[CUSTOMER][NEUTRAL] OK. I have the cut for the
[CUSTOMER][NEUTRAL] For the.
[AGENT][NEUTRAL] I can also look for the policy with your social or your um first and last name.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 3 with you.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII] with you.
[AGENT][NEUTRAL] Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And it's the first name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and are you calling in reference to your medical, your accident, or your dental policy?
[CUSTOMER][NEUTRAL] Oh, I, I need the, the ID card.
[AGENT][NEUTRAL] Oh, you're saying you need the ID card, you haven't received your ID cards?
[CUSTOMER][POSITIVE] And and and good for.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, so of the three, the dental and the medical would have the cards. Um, hold on one moment, let me pull your medical. Hold on 1 2nd.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing and email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mailing address and your email address.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Be [PII], please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you're um you're saying that you haven't received your medical card, your medical ID card, or your dental?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I said not nothing.
[CUSTOMER][NEUTRAL] I suppose it will be to it. I, I medical that I envisioned.
[AGENT][NEUTRAL] So APL does not provide vision insurance. So with APL you only have
[AGENT][NEUTRAL] Medical, accident, and dental.
[CUSTOMER][NEUTRAL] How about the vision.
[AGENT][NEUTRAL] You'll have to check with your employer to see who the vision is through because APL doesn't provide vision insurance.
[CUSTOMER][NEUTRAL] What, what, what, what about?
[CUSTOMER][NEUTRAL] 000, the the TSC.
[AGENT][NEUTRAL] Right, we don't give Vision Insurance. It's another company, so you'll have to ask your, you'll have to ask your employer who that company is.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, OK, send me the, the, the, the, not and then the, OK.
[CUSTOMER][NEUTRAL] It's, it's a, it's a me too?
[AGENT][NEUTRAL] You'll have to reach out to your employer to see who um provides the vision insurance for your for your employer.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK. And now, now you send me, send me to, to ID card.
[AGENT][NEUTRAL] Right, and then whoever has your vision insurance, they'll be able to give you the ID card, yes.
[CUSTOMER][NEUTRAL] 00, OK, OK. Some of the PIP and the data in the data, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, I, I, I know, I mean the.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I mean for the, the milk.
[AGENT][NEUTRAL] What was it?
[AGENT][NEUTRAL] I don't understand the question. So, are you needing your vision card?
[CUSTOMER][NEUTRAL] about the
[CUSTOMER][NEUTRAL] No, no, no, no, about the, the, the.
[CUSTOMER][NEUTRAL] I put that data in the
[AGENT][NEUTRAL] For the dental and the medical?
[CUSTOMER][POSITIVE] That's all good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you do need the dental and the medical cards?
[CUSTOMER][NEUTRAL] You send me the, the ID card.
[AGENT][NEUTRAL] Right, so it, it would be the same ID card, like you don't get new cards every year, or are you saying that you need a copy?
[CUSTOMER][NEUTRAL] 0000, you, you see this already.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh hold on, hold on.
[CUSTOMER][NEUTRAL] No no no no
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The that's the.
[CUSTOMER][NEUTRAL] Or the 660,810.
[CUSTOMER][NEUTRAL] 608-1801
[AGENT][NEUTRAL] 660801 is our is our um payer ID, but do you have your your your medical card and your dental card?
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, this is
[CUSTOMER][NEUTRAL] Well this is 02.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, OK, that's your medical card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK yeah OK.
[AGENT][NEUTRAL] And so yes, you don't get new cards every year. So if you have that card, then that's the correct card.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 00, OK, OK, OK.
[CUSTOMER][NEUTRAL] Oh, I, OK, I, I get that. Uh, about the, uh, call you apply for the I, OK, OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, so, thank you, thank you so much.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright.