AccountId: 011433970860
ContactId: 6a632e00-53d6-4823-b91c-5c8d706cb310
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437660 ms
Total Talk Time (AGENT): 202368 ms
Total Talk Time (CUSTOMER): 160787 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6a632e00-53d6-4823-b91c-5c8d706cb310_20250207T23:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII]. Um, I've been trying to call and get through to my agent all the last couple of days. I haven't been able to get through to her. Um, I called today and spoke to general customer service, and they said that my insurance policy is in effect. It's active. I can schedule doctor's appointments, go to the pharmacy and whatnot. Uh, but I just went to the pharmacy and every piece of policy information I have, they say that it goes through, but it doesn't cover anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm concerned because I just started up this insurance. I pay $400 a month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it's not going to cover anything.
[AGENT][NEUTRAL] OK, so you, you said it goes through, but it's not covering is this just for uh prescriptions that you've had this experience with?
[CUSTOMER][NEGATIVE] Yeah, so I just tried to use it for prescriptions for a rescue inhaler and for an inhaled corticosteroid, and they don't cover either one and they also I was provided with my insurance documents, pharmacy savings card, like a retail savings card. I had one that I downloaded from an email, one that I downloaded from my member portal. They said both of them don't work.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Like I don't have any working insurance information and I need to get my breathing medication. Like I, I can't breathe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Right, OK, so let's go ahead and get your policy pulled up and start from there and see what we can do, um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK and uh before we go any further, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do, let me see here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it is.
[CUSTOMER][NEUTRAL] 683.
[CUSTOMER][NEUTRAL] 909269
[AGENT][NEUTRAL] OK, that's a bit long to be one of our policy numbers. Does that maybe say member ID or something like that or customer number?
[CUSTOMER][NEUTRAL] Uh, yeah, that one is member ID. I'm sorry.
[AGENT][NEUTRAL] Oh no, that's OK. Give me just a moment, let me try that.
[AGENT][NEUTRAL] Alright, well, I'm not getting a result with that [PII]. um, let's do this just so we're not um going around, um, you're having to hunt for something I can search for using your social.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, my, do you want the full thing or just the last 4?
[AGENT][NEUTRAL] Uh, the full social please.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm sorry, [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII], um, I am not showing a result with that social, so let me just try searching using your name.
[CUSTOMER][NEUTRAL] Uh, does it make a difference? It says that a broker.
[CUSTOMER][NEUTRAL] What was the agent license number?
[CUSTOMER][NEUTRAL] And the agent company?
[AGENT][NEUTRAL] Not typically.
[AGENT][NEUTRAL] No, um, unless you've got, do you maybe have a group number on your card?
[CUSTOMER][NEUTRAL] Uh, if I look at the actual like insurance card, yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, group ID is BWA.
[AGENT][NEUTRAL] Oh, that's the OK that's the group name, um, not the group number. OK, let's see.
[AGENT][NEUTRAL] Because I can't find you using your name either, but let's do this um I'm not quite sure.
[AGENT][NEUTRAL] I can get you to BWA um so that they might be able to help you um see what's going on and also maybe an actual policy number as to why we're not finding you in our system um but I'm not quite sure what their hours are so let me give you their phone number let me know when you're ready for that and I could try to transfer you, um, but let me give you their phone number first let me know when you're ready.
[CUSTOMER][NEUTRAL] Out of time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, I'm ready for that.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I've also got um I've got an email address too if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For them
[CUSTOMER][POSITIVE] Oh yeah that would be great.
[AGENT][NEUTRAL] Yeah, I'm, I'm, I have to have multiple options with me, um, OK, so it is customer support.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] And it's the number 4.
[AGENT][NEUTRAL] Member services.
[AGENT][NEUTRAL] [PII] com.
[CUSTOMER][NEUTRAL] And is that members plural or member singular?
[AGENT][NEUTRAL] Member singular, so member services, yes, um, so customer support at the number 4 [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] OK, did you want me to try to transfer you now, [PII] or did you wanna just wait?
[AGENT][NEUTRAL] Again I'm not quite sure what their hours are.
[CUSTOMER][NEUTRAL] Um, I think that's OK, right, and it's after [PII] now here in Mountain Time, so I'll probably just hold on to that until Monday.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, OK, and then of course if they're able to give you an actual policy number with us, um, and you need some more information, feel free to give us a call right back and we'll do what we can to help. I'm so sorry you're in this situation and there's not more I could do to help.
[CUSTOMER][POSITIVE] Thank you so much though.
[AGENT][POSITIVE] Oh, you're very welcome. I sure hope that you get some answers soon.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][POSITIVE] Oh, I sure hope you have a great rest of your day. It'll work out.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] I just can't breathe until I get it figured out.
[AGENT][NEUTRAL] I know what you mean. My best friend has asthma. I know how bad it can get.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're, you're very welcome. You know I would try going ahead and giving them a call. It's worth a shot. I mean right here where I'm at it's [PII] and that's what time we close, so they might be open a bit later. You never know.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][POSITIVE] Yeah, worth a shot, definitely.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] All right [PII], well, I sure hope that everything looks up and you have a great weekend.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] All right. You're very welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.