AccountId: 011433970860
ContactId: 6ae28f42-826d-4a49-bbcf-aa3e6935fc3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505720 ms
Total Talk Time (AGENT): 153870 ms
Total Talk Time (CUSTOMER): 189511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/6ae28f42-826d-4a49-bbcf-aa3e6935fc3f_20250203T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ADPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. Um, I had just uh uh re upped my policy for [PII] and uh unfortunately, um, apparently nothing, uh, preventative is covered in my, in my, uh, coverage going forward, uh, so yeah, I'm just kind of dealing with that, um, and I had scheduled a mammogram for this coming Wednesday, um, which I would assume would usually be covered and I had just talked to uh benefits in the card.
[CUSTOMER][NEUTRAL] And they said they will not be covering that. Um, then I talked to, sorry, it's a long story. I've been on the phone all day. Um, then I talked to the place that's doing the mammograms and um with me living in [PII], they said it's [PII] state law that it does have to be covered. So I just wanted to go ahead and confirm that uh ahead of my appointment and just make sure I have whatever info they will need for that appointment because I don't have my insurance cards yet.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And what is your uh last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The more
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, see.
[AGENT][NEUTRAL] And your date of birth please, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just trying to make sure I can show you in our system. One moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And verify your complete, you're welcome may verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII] and I just moved from [PII] to [PII] [PII] to [PII]. I don't know which one you have in your system, um, anyway, that's [PII].
[AGENT][NEUTRAL] OK, and your phone number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, we have [PII]. OK, and you say that your email address, excuse me, your unit is now number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] OK, so you're calling in regards to your medical. OK, give me one second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do not show that you have a medical with us. You have dental with us, Ms. [PII], but do not show that you have any medical with APL.
[CUSTOMER][NEUTRAL] Oh boy. OK, um.
[CUSTOMER][POSITIVE] All right, wow, this is OK, hm.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] You said that you're on the phone was was it IMA that you're on the phone with um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh was it you said if it's the card?
[CUSTOMER][NEUTRAL] The com the company is called um Benefits and a card I believe or 90 Degree Benefits who I was just talking to, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and the agreements, yes, OK.
[AGENT][NEUTRAL] I don't see here.
[AGENT][NEUTRAL] My group and said.
[AGENT][NEUTRAL] Yeah, I can transfer you back to 9 degree benefits but we only show that you have dental with APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mr. [PII], I'm sorry. You're welcome. Yeah, hold, let me just transfer your call. One moment please. OK, and give me one second.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and I know you said you just called them. I just wanted to make sure I give you the phone number just in case we're disconnected for 9 Degree Benefits or IMA. That number is [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment please, yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2. For questions on the vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press 4.
[CUSTOMER][NEUTRAL] To hear this message again, please press the star key. Thank you.
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in a card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hi [PII], and this is [PII]. I have a mutual, well, a member on the line. Her name is [PII]. Again, that's [PII] and [PII]. Um, she's calling in regards to benefits for her medical please.
[CUSTOMER][NEUTRAL] OK, so [PII], was she calling about? I'm sorry, it kept breaking in and out.
[AGENT][NEUTRAL] No problem. I'm sorry, she's calling in regards to her medical benefits.
[CUSTOMER][NEUTRAL] OK, so she's calling in regards to her medical insurance?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, do you have an idea of what she's wanting to do? Because I just spoke with her earlier today.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Uh, well, she was in the impression that she had medical insurance with us, so she wants to make sure that she will be covered for upcoming, um.
[AGENT][NEUTRAL] Diagnostic tests or screening test or mammograms.
[CUSTOMER][NEUTRAL] OK, so let's see here.
[AGENT][NEGATIVE] And she does not have coverage with us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I informed her that she just became active in the coverage as of today, but you can go ahead and transfer her over. I'll let her know again.
[AGENT][NEUTRAL] OK, do you need her callback number? I have that as well.
[CUSTOMER][NEUTRAL] Um, I have her file pulled at [PII].
[AGENT][POSITIVE] Yes, that is it. Thank you, [PII], one moment please. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My mood is like.
[AGENT][NEUTRAL] Hello?
[AGENT][POSITIVE] [PII], thank you for your patience. Hi. I, hi, I have [PII], OK, I have [PII] on the line. He's going to assist you further, OK?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, thanks.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][POSITIVE] You're welcome thank you bye.