AccountId: 011433970860
ContactId: 5c41c346-7af5-4410-885f-62ce9e8da24b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479459 ms
Total Talk Time (AGENT): 130446 ms
Total Talk Time (CUSTOMER): 150395 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/5c41c346-7af5-4410-885f-62ce9e8da24b_20250204T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I this time is a fever and
[CUSTOMER][NEUTRAL] Other pain for is in my body. I check up for Medica hospital. This is a benefit for letter and card for such employment. The voucher is a is a is a voucher is a $17.14. This voucher is used for any hospital.
[AGENT][NEUTRAL] Do you have your policy number? you just wanting to know what hospital you can go and use your insurance at?
[CUSTOMER][NEUTRAL] This policy, I have no policy number. This card number uh ID number and vouchers only.
[AGENT][NEUTRAL] What's the ID number that you have?
[CUSTOMER][NEUTRAL] My ID number 47.
[CUSTOMER][NEUTRAL] 690458
[AGENT][NEUTRAL] OK, I can't pull up your policy with that. Can you give me your social or your name? I can look that way.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My social security number [PII].
[AGENT][NEUTRAL] Alright, let me check by this. Give me just a second here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, it doesn't look like it's coming up by social. What, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] I need you to spell it for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is a weekly premium $17.
[AGENT][NEUTRAL] OK, spell your last name one more time for me please.
[CUSTOMER][NEUTRAL] Last name [PII], [PII]
[AGENT][NEUTRAL] All right, let me try this.
[CUSTOMER][NEUTRAL] I check up for the morning Medich Hospital and dressing.
[CUSTOMER][NEUTRAL] Mag check Hospital Anderson.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the card in front of you, Azar?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the group number on the card?
[CUSTOMER][NEUTRAL] The the group number is one minute.
[CUSTOMER][NEUTRAL] Group number 9476.
[AGENT][NEUTRAL] Does the card say APL American Public Life?
[CUSTOMER][NEUTRAL] Mm this is a card is a benefit [PII].
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Search card is a card, S U R G E.
[CUSTOMER][NEUTRAL] Search member.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, so it sounds like your benefits are through benefits and a card because I don't even have that group.
[CUSTOMER][NEUTRAL] OK, this time is a no, uh uh uh morning is I checkup for the Medicaid hospital. This voucher is used for $17.
[AGENT][NEUTRAL] I can't even find your policy, so I think that you contacted the wrong number. I think you need to contact benefits and a card. Do you need their phone number? Because I can't find your policy.
[CUSTOMER][NEUTRAL] Which policy is it a treat me for policy? Any policy is the best policy is it a doctor checkup is a, uh, including fees and pharmacy is a, uh, medicine.
[AGENT][NEUTRAL] I'm stating that I can't find any medical policy with us, so I think you need to contact benefits on a card because if your policy was through APL, your card would say APL on it, but your card says benefits in a card surge, correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so you need to contact them if you're wanting to inquire about your policy and I can give you their phone number or I can transfer you.
[CUSTOMER][NEUTRAL] Is my phone number [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sorry, I don't think you're understanding me. You need to contact benefits in a card if you have questions about your plan because they're the ones who are managing it.
[CUSTOMER][NEUTRAL] A check I checkup is in uh in Medhack Hospital. This card is a verified.
[CUSTOMER][NEUTRAL] Magte Hospital is a use for is a card and voucher.
[CUSTOMER][NEUTRAL] $17 voucher.
[AGENT][NEUTRAL] Sir, I can't verify anything because your policy is not with us so if you would like to check on your policy, you need to speak with benefits and a card. Do you want me to transfer you to them?
[CUSTOMER][NEUTRAL] OK, transfer.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precionidos.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.