AccountId: 011433970860
ContactId: 5430d1c5-0d1b-46ef-af13-adfcb571b1f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392160 ms
Total Talk Time (AGENT): 246679 ms
Total Talk Time (CUSTOMER): 129205 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/5430d1c5-0d1b-46ef-af13-adfcb571b1f0_20250212T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm [PII], I just got my insurance cards yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't know if my medical is correct because I, it says that it's only limited Benefit Hospital in indemnity or however you pronounce that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know if that's just for emergency or if that's actually for medical.
[AGENT][NEUTRAL] OK, so you're wanting to find out exactly what coverage you have with our company?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you and help.
[CUSTOMER][NEUTRAL] But they just take
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Because I just took the first option on there whenever I signed up for my insurance and today's one of my last days I can really check on it and I tried to get a hold of y'all yesterday but it wouldn't go through.
[AGENT][NEUTRAL] Huh, we, yeah, I'm not sure why you weren't able to reach us yesterday because we, we were open and, and here yesterday, so, um, we're open from [PII] Central time Monday through Friday.
[CUSTOMER][NEUTRAL] Yeah, it was like maybe [PII], so I don't know why it didn't go through.
[AGENT][NEUTRAL] I'm not sure. OK, so who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Ms. [PII], what is your? Oh, thank you. And that's OK. And your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] What is your phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] My policy number would that be, what would that be at? OK, that is.
[CUSTOMER][NEUTRAL] Should be 0259.
[CUSTOMER][NEUTRAL] 4421.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your information pulled up please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Firstly they.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, Miss [PII], so first off, I will need to verify several things with you for security and also any information that I provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Art should be [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, what else?
[AGENT][NEUTRAL] Your zip code, your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is the best number that we should have, is that correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, that's my phone number.
[AGENT][NEUTRAL] All right, thank you. And then lastly your email address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you very much. So I see that this coverage that you have is through your employment with innovative staff Solutions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this policy is not a major medical insurance policy, [PII]. This is a hospital indemnity limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that means that it pays for certain the services that were included in your brochure that you were provided by benefits and a card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It pays specific.
[CUSTOMER][NEUTRAL] I wasn't given a brochure so I didn't know sure on what to do. Well, yes I was I had my mom look it over but she didn't say anything about it.
[AGENT][NEUTRAL] You should have been
[AGENT][NEUTRAL] Oh, OK. I was gonna say, yes, ma'am, you should have received um one from them. But again,
[CUSTOMER][NEUTRAL] It's my first time doing my own insurance, so.
[AGENT][NEUTRAL] Uh, OK, I understand that there's, uh, a lot to that. Now, on the information that you received, Ms. [PII], it talks, there's information on there regarding our portal at [PII] and setting up your profile so that you can have access to your ID cards and also your policy information and you will be able to see claims that we receive and process on your policy as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but
[CUSTOMER][NEUTRAL] I will, um, probably change my insurance. I'm at my work right now, so I can still do that today, um, which is
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so now on this particular policy, on the, I'm sorry for your employer, there is another company that you would need to contact regarding any enrollment or changes for your insurance and that is the company name is called Benefits in a card or BIC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they'll probably give me the phone number for that uh the same.
[AGENT][NEUTRAL] I can give that, well, I can give that to you if you have something to write this down with.
[CUSTOMER][NEUTRAL] I do not currently.
[AGENT][NEUTRAL] OK, well they would be the ones then and if you need the number you could call us back when you're able to write it down uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can actually, I will actually just email you if you would like. I can email you their phone number.
[AGENT][NEUTRAL] To the email address that we have on file mhm and I can also include the user guide for our portal that gives you, you know, the step by step instructions on setting up your profile if you would like for me to include that as well.
[CUSTOMER][POSITIVE] That'll work, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Unless you, OK, well, the email that I will send to you in just a couple of minutes will come from [PII].
[CUSTOMER][POSITIVE] Yes, that'll be great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put um APL in your subject line and online service center and also I will include that phone number for benefits and a card.
[CUSTOMER][NEUTRAL] OK, thank you. So I'll just call them and then talk to him them about uh changing my plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Any changes, that is correct. Yes, ma'am. Any changes or cancellations or questions on your premiums, that is who you would have to speak to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So again, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that should be all.
[AGENT][POSITIVE] OK, Ms. [PII], well then, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright, you too, bye.
[AGENT][POSITIVE] Thank you bye bye.